Gartner Research

From Operational to Tactical to Strategic: The Shared-Service Organization Fills More Ambitious Roles as It Matures

Published: 09 November 2016

ID: G00310121

Analyst(s): Cassio Dreyfuss


Many organizations view shared services as a way to save money. They will, but an effective shared-service organization also delivers other benefits. As the SSO matures, it displays certain critical attributes. CIOs can help the SSO evolve into a strategic component in the IT solution portfolio.

Table Of Contents


  • Enterprise Cells Follow Different Paths Toward Maturity
  • The SSO Maturity
  • SSO Baseline
  • Too Early to Create an SSO
    • SS-1 — It Is All About Cost-Efficiencies
    • SS-2 — Striving to Deliver Differentiation to Grow the Business
    • SS-3 — Sharing the Business Roadmap to Drive a Strategic Contribution
    • Moving Beyond SS-3
  • How Attributes Change as the SSO Matures
    • Managing the SSO at Different Maturity Levels

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