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Implement a Shared Services Model

Look before you leap; assess your internal capabilities and develop a careful plan before adopting a shared services model.

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Your Challenge

  • Implementing a shared services model is a difficult process to undertake, and is comprised of many different components. Becoming a shared services provider is comparable to becoming a vendor and most IT groups don’t have the capabilities to easily make the transition.
  • Most companies look to achieve cost reductions through offering a shared services model. Adopting a shared services model doesn’t always result in these intended cost reductions. Simply combining the operations of two IT organizations doesn’t necessarily result in economies of scale and cost efficiencies. Before leaping forward with your shared services implementation, determine if the project will deliver value to your organization.

Our Advice

Critical Insight

  • Implementing a shared services model needs to be viewed as more than simply extending a current service to other sites. The organization providing services essentially turns into a vendor. As a vendor, think of the IT service you’re offering as the “product.”
  • Remember that there are people, process, and technology capability pre-requisites to successfully becoming a shared services provider. These capabilities are not typical for the average IT shop, and need to be taken into consideration when you look to transition to a shared services model.

Impact and Result

  • Before jumping into the implementation of your shared services project, assess your customer requirements and your current people, process, and technology capabilities to assess whether your organization is ready to implement a shared services model.
  • Understand the financial implications of moving to a shared services model prior to implementing. Make sure there is a strong case for implementation.

Research & Tools

1. Define the opportunity and product

Identify main drivers and assess organizational readiness for shared services.

2. Develop product vision and roadmap

Create a long-term vision and build a business case for shared services.

3. Realize the product

Build a service catalog and map out shared services processes.

4. Support and continuously improve

Analyze internal shared services metrics and develop a process for continuous improvement.

Guided Implementations

This guided implementation is a twelve call advisory process.

Guided Implementation #1 - Define the opportunity and product

Call #1 - Conduct a scoping call.
Call #2 - Assess customer requirements and internal capabilities.
Call #3 - Decide whether or not to proceed with the project.

Guided Implementation #2 - Develop the product vision and roadmap

Call #1 - Conduct a scoping call.
Call #2 - Review the long-term plan.
Call #3 - Complete the business case.

Guided Implementation #3 - Realize the product

Call #1 - Conduct a scoping call.
Call #2 - Discuss the supporting people, processes, and technology.
Call #3 - Finalize the test launch.

Guided Implementation #4 - Support and continuously improve

Call #1 - Conduct a scoping call.
Call #2 - Analyze project launch and review communication process.
Call #3 - Establish steps for continuous improvement.

Onsite Workshop

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Onsite workshops offer an easy way to accelerate your project. If you are unable to do the project yourself, and a Guided Implementation isn't enough, we offer low-cost onsite delivery of our project workshops. We take you through every phase of your project and ensure that you have a roadmap in place to complete your project successfully.

Module 1: Define the Opportunity and Product

The Purpose

  • Identify the key projects drivers and benefits from moving to a shared services model.
  • Perform a customer requirements assessment, as well as a capabilities self-assessment. 

Key Benefits Achieved

  • Understanding of the customer’s needs and technical requirements for the services.
  • High-level assessment of the organization’s ability to fulfill the customer’s set of service requirements.  




Document your project drivers.


Brainstorm a list of project benefits and intended results.


Assess customer’s requirements and align them with your capabilities.

  • Assessment of the customer’s shared services capabilities and requirements.

Scope your full set of service offerings.

  • High-level analysis of your organization’s shared service offerings.

Module 2: Develop Your Product Vision and Roadmap

The Purpose

  • Obtain stakeholder buy-in for the shared services implementation.
  • Assess the long-term potential for shared services within your organization.
  • Develop criteria to enable continuous improvement of the shared services model.

Key Benefits Achieved

  • Understanding of the long-term objectives for your organization’s shared services model.
  • Strategic set of project success metrics developed and communicated throughout to primary stakeholders.
  • Buy-in for the shared services model implementation.




Initiate the creation of a long-term roadmap for the project.

  • High-level long-term roadmap.

Develop and finalize the business case.

  • Completed business case.

Establish a set of success metrics to guide initial project assessment.

  • Set of guiding project success metrics.

Module 3: Realize the Product

The Purpose

  • Assess the people, processes, and technology involved in supporting the transition to a shared services model.
  • Finalize the transition to a shared services model by ensuring that your people, processes, and technology are prepared for the shift.

Key Benefits Achieved

  • Gaps filled between current organizational capabilities and required organization capabilities.
  • Test launch plan for one to two services completed in order to initiate the roll-out of the shared services model.




Design a user-facing service catalog.

  • User-facing service catalog.

Develop visual SOPs that drive process optimization.

  • Established set of SOPs.

Work through the Data Center Inventory Collection Workbook in order to integrate technology.

  • Integrated data centers.

Map out and launch the initial test deployment.

  • Detailed plan for initial test launch of the shared services model.

Module 4: Support and Continuously Improve

The Purpose

  • Develop a process to support continuous improvement of the project.
  • Review the success of the initial test launch.

Key Benefits Achieved

  • Assessment of the test phase of the project.
  • Established process for customer communication throughout the remainder of the project’s implementation.




Review project launch using project success metrics.

  • Customer communication model established and put in place.

Analyze areas of strength and weakness in the shared services model.


Continue to roll out the remaining services in the shared services model.

  • Plan for continued roll out of the shared services model.

Member Testimonials

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After each Info-Tech experience, we ask our members to quantify the real time savings, monetary impact, and project improvements our research helped them achieve. See our top member experiences for this Blueprint, and what our clients have to say.




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Delta Dental of Wisconsin

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The Government of the Northwest Territories

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Delta Dental of Wisconsin

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