Trends Report

Revitalize Shared Services With Platform Teams

Apply Product Management Principles To Infrastructure And Operations

January 10th, 2024


Business and technology leaders are moving away from shared services. Why? While shared services remain essential, they’re often too slow and unresponsive to meet the needs of the modern business. Shared service owners must adopt a more customer- and outcome-centric approach, treating their services as a product that they continuously improve through new design, management, and measurement techniques. This report details how the rise of platform teams is revitalizing shared services by applying product management principles and delivering on expectations of the business.

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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.