Best Practice Report

It’s Time To Rethink Shared Services

The Future Fit Organization Requires A Quantum Leap In Service Responsiveness

August 2nd, 2021
Charles Betz, VP, Research Director
Charles Betz VP, Research Director
With contributors:
Lauren Nelson , Matthew Guarini , Margo Visitacion , Gordon Barnett , Tyler Brown , Diane Lynch

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.

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