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:


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.

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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.