Published: 06 May 2024
Shared services organizations are taking a customer-centric view of their services to scale and accelerate product delivery. This research offers CIOs a structured approach to move shared services teams beyond transaction execution to optimizing service experiences and value-added partnerships.
According to the 2022 Gartner I&O Leaders Diagnostic Survey, while many I&O leaders excel at providing stable and cost-optimized infrastructure, their self-rated areas of lowest effectiveness are:
Delivering infrastructure and operations (I&O) products and services that are easy to access and consume
Identifying and executing opportunities for innovation
Enabling I&O customer satisfaction and business value
Demonstrating the link between I&O initiatives and stakeholder outcomes
To evolve IT shared services organizations (SSOs), CIOs should:
Prioritize customer utility over efficient production to ensure services meet product teams’ specific needs.
Use integrated planning and governance to promote service availability and transparent delivery.
Use modularization to increase agility, making
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Analysts:
Monika Sinha, Mike Cisek, Tomas Nielsen, Nathanael Callan, Cassio Dreyfuss
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