Gartner Research

Getting Past the Politics of an IT Shared Services Agenda

Published: 28 November 2018

ID: G00370417

Analyst(s): Monika Sinha , Debra Curtis


CIOs overseeing a shared services center must ensure that business unit and shared services center IT leaders push past transactional customer/provider conflicts to deliver both IT service efficiency and BU strategic priorities.

Table Of Contents
  • Key Challenges



  • Establish Common Ground on I&T Priorities by Aligning Strategic Plans
  • Implement Adaptive Governance Practices That Distribute Decision Rights and Accountability
  • Evolve the IT Shared Services Operating Model to Align to the Changing Business Value Proposition
  • Strategic Partnership Shifts SSC to Service Aggregator

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