Govern Shared Services
Find the optimal path to shared services governance.
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- IT managers have come under increasing pressure to cut costs, and implementing shared services has become a popular demand from the business.
- Business unit resistance to a shared services implementation can derail the project.
- Shared services rearranges responsibilities within existing IT departments, potentially leaving no one accountable for project success and causing cost overruns and service performance failures.
- Over one-third of shared services implementations increase IT costs, due to implementation failures. Ineffective governance plays a major role in the breakdown of shared services, particularly when it does not overcome stakeholder resistance or define clear areas of responsibility.
- Effective governance of a shared services implementation requires the IT leader to find the optimal combination of independence and centralization for the shared service provider.
- Three primary models exist for governing shared services: entrepreneurial, mandated, and market-based. Each one occupies a different location in the trade-off of independence and centralization. The optimal model for a specific situation depends on the size of the organization, the number of participants, the existing trend towards centralization, and other factors.
Impact and Result
- Find the optimal governance model for your organization by weighing the different likely benefits and costs of each path.
- Assign appropriate individual responsibilities to participants, so you can effectively scope your service offering and fund your implementation.
- Support the governance effort effectively using published Info-Tech tools and templates.
- CP Partners
- Convergent Technology Solutions
- County of Orange
- Government of Alberta
- An additional 9 companies contributed to this research. Due to the sensitivity of the information, their identities will be kept confidential.
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Get to Action
Understand each of the governance models and what each entails
Build a plan for governing an implementation.
Choose the optimal approach to shared services governance
Maximize the net benefit conferred by governance.
Lead Strategic Decision Making With Service Portfolio Management
Create a Service Management Roadmap
Design & Build a User-Facing Service Catalog
Create an IT View of the Service Catalog
Establish a Service Metrics Program That Meets Business Needs
Move from Firefighter to Reliable Operator
Unleash the True Value of IT by Transforming Into a Service Provider
Optimize the Change Management Process
Establish a Rigorous Problem Management Process
Establish a Right-Sized Incident Management Process
Establish a Right-Sized Release and Deployment Management Process