Gartner Research

5 Key Questions to Ensure the IT Shared Services Center Delivers Expected Business Benefits

Published: 20 November 2018

ID: G00373561

Analyst(s): Debra Curtis , Cassio Dreyfuss


Successful creation of an IT shared services center requires CIOs to gain agreement on why sharing is being considered, where there is commonality between multiple business units so sharing creates business benefits, and a participative governance process that identifies decision rights.

Table Of Contents
  • Key Challenges



  • “Why Share?” Get Agreement From BU Stakeholders as to the Expected Benefits the Enterprise Is Seeking From Shared Services
    • Three Generations of Shared Services Benefits
  • “What Services?” Examine Commonality Between BUs and Define the Strategic IT Service Portfolio
    • Domains of Commonality
    • Consider Forward-Looking Business Transformation Services and Highlight Business Impact
  • “Where Sourced?” Baseline Current Service Quality, Cost and Satisfaction to Compare With Other Sourcing Alternatives
  • “How Much?” Get the Benefits of Financial Discipline, and Minimize the Resistance Effects
    • Chargeback Approaches: Start With the Simplest Model and the Least Granularity Needed
  • “Who Decides?” Gain Executive Sponsorship, and Ensure a Participative Governance Process Is in Place

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