Gartner Research

Clarifying the Outcomes From Central IT Versus an IT Shared Service

Published: 29 May 2013

ID: G00251995

Analyst(s): Cassio Dreyfuss, Simon Mingay


Many IT and business executives conflate a traditional centralized IT organization with an IT shared-service organization. Here, we help CIOs see that, although both are perfectly valid, the two approaches are different in several key respects, and more importantly, they deliver different outcomes.

Table Of Contents
  • Key Challenges



  • Clarify Which Model Is the Closest to the One Active or Being Planned
  • Validate That the Expectations and Goals Align With Merits of the Model in Operation
  • Avoid Common Self-Inflicted Obstacles to Creating Effective Shared Services
    • Wrong Model
    • Wrong Driver
    • Wrong Organization
  • Bottom Line

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