2021-06-20-Gartner-What_the_Best_Shared_Services_Organizations_Do_8页_120kb

Summary of Gartner Report on Shared Services Maturity

Key Insights

Shared services organizations can accelerate maturity and deliver value by focusing on three key areas: driving value, doing it well, and being agile. These areas help organizations evolve, simplify processes, and maintain relevance in a changing business environment.

Three Focus Areas Driving Maturity

1. Do Only What Drives Value: Ensure processes and services provided by shared services genuinely add value to internal customers and the enterprise, and communicate this value effectively to stakeholders. This involves understanding customer priorities, delivering what matters most, and continuously demonstrating benefits.

2. Do It Well: Continuously improve operations by developing problem-solving skills among talent, ensuring leaders (e.g., global process owners) visibly support improvements across locations, and implementing a robust service management system that integrates performance, customer relations, and process enhancements.

3. Be Agile: Regularly assess the external business landscape, including emerging technologies and market shifts, and be prepared to adapt by changing outsourcing-captive service delivery mixes, delivery locations, or scopes as needed to seize opportunities and mitigate threats.

By prioritizing these areas, shared services organizations can enhance their role as trusted business partners, improve efficiency, and help the enterprise stay adaptive and competitive.