Best Practice Report

Global Business Services — Not Shared Functions

New Business Realities Favor Flexibility And Business Value Over Efficiencies

August 4th, 2011
With contributors:
Khalid Kark , Mackenzie Cahill


Many CIOs are just beginning their journey to a shared services model — consolidating common functions and systems to reduce costs and improve efficiency. But global competitive demands are driving a next-generation shared services model that delivers flexibility and responsiveness and is focused on business results. Forrester calls this new model global business services. This report lays out the drivers for global business services, identifying what makes that model different, mapping the path firms are using to shift to this new model, and lining up what CIOs need to do in their IT organizations to make this model work.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.