Gartner Research

How Business Units Can Decide Between Standard Shared Services and Their Own Customized Solutions

Published: 12 February 2016

ID: G00293886

Analyst(s): Cassio Dreyfuss


Individual business units are closer to the market and are generally better at employing IT to innovate their business than are central corporate areas. However, a central shared services organization offers many important advantages. CIOs, shared services and BU leaders must optimize this balance.

Table Of Contents


  • New Approach to the Shared Service Organization
  • The Decisions Between Central or BU IT
  • The Context for Decisions
    • Technical Decisions: How Does the Standard Service Fit the BU Requirements?
    • Business Decisions: How Does the Standard Service Fit the BU's Business Dynamics?
    • Organizational Decisions: Does the BU Have All Conditions to Create Its Own Solution?
  • Best Practices That Drive Decisions
    • Optimizing Business Value: Go Beyond Technology Options, Operational Conveniences and Resource Ownership
    • Highlighting Specific Local Characteristics: Evaluate Their Impact on BU Performance Against the Benefits of a Standard Solution
    • Adopting an Active Marketing Perspective: Carefully Choose the Services and Respective Features That Will Be Part of the SSO Portfolio
    • Exploring Creative Service Design Approaches: Increase the Appeal of Standardized Solutions
  • The SSO Is Not the Enemy, Quite the Opposite
  • Addendum — Suggestion of a Simple Evaluation Methodology

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