Published: 26 April 2022
This Consult the Board survey summary features inputs from 17 members regarding their IT shared services organizations. It describes the way members’ position such organizations and the business cases and guiding principles they used while creating them.
How have members captured value and positioned shared services to bring to their current state a broader cross-industry context?
Most respondents (15 of 17, or 88%) either have an IT shared services organization or plan to create it in the next 12 to 18 months.
Over two-thirds of the respondents (11 of 15) broadly position the IT shared services organization as a centralized function that supports different business units, provides a standardized customer experience, and/or is governed by a service level agreement (SLA).
All 15 respondents included “reduced duplication” and most of them (12 of 15) covered “reduced cost” in
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