Establishing a Cultural Change in IT Founded in 2006, DP World Australia provides container terminal stevedoring services in four terminals around Australia. Their customers include shipping lines, cargo owners, freight forwarders, and freight importers and exporters. DP World Australia also operates two joint venture businesses. One is AWH, a storage, handling, and inventory management provider for general, bulk, and containerised products. The other is 1-Stop Connections, a container management system provider. Unable to capture “business as usual” DP World Australia was using a service management system but, according to Simon Lynch, IT service delivery manager, the tool was “very cumbersome and time-con- suming.” This restricted take-up of the tool and compromised DP World Aus

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