Best Practice Report

It’s Time To Rethink Shared Services

The Future Fit Organization Requires A Quantum Leap In Service Responsiveness

August 2nd, 2021
With contributors:

Summary

Shared services are essential, but too often they’re slow and unresponsive. Service owners must adopt a more consumer-centric approach, treating their services as a product — improved measurement and design skills are essential. This report provides a new Forrester framework for positioning shared services and their touchpoints to ensure that they fulfill their promise of improving both efficiency and effectiveness.

Want to read the full report?

This report is available for individual purchase ($1495).

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.