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  • Shared Services

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  • For Customer Insights Professionals

    Report

    Report Q&A: The Top Seven Questions About The Insights Center Of Excellence

    May 22, 2017 | Cinny Little

    Despite investment in data, technology, and people, firms aren't turning enough insights into actions with business outcomes. An insights center of excellence (CoE) will help customer insights (CI)...

  • For Customer Insights Professionals

    Report

    Report The Customer Insights Center Of Excellence

    Organization: The Customer Analytics Playbook
    May 20, 2016 | Cinny Little

    Customer insights (CI) pros struggle with how to keep maturing their capabilities and drive more actions from insights. How you organize can affect your success. This report lays out the upsides...

  • For Enterprise Architecture Professionals

    Report

    Report Brief: Use Ecosystem Architecture To Analyze Business Model Disruption

    Comparing Uber's And Traditional Taxis' Business Model By What Customers Value
    February 9, 2016 | Henry Peyret

    Ecosystem architecture is an advanced business architecture technique that enterprise architect professionals can use to capture and understand the forces of change on a business ecosystem. This...

  • For CIO Professionals

    Report

    Report Brief: Next-Gen Shared Services Enable Digital Business Innovation

    CIOs Manage Globalization, Cost-Cutting, And Innovation With Continuous Business Services
    November 24, 2015 | Bobby Cameron

    The age of the customer redefines the context for shared services. Organizations have long pursued enterprisewide and global synergies by simplifying and consolidating, sharing common functions...

  • For CIO Professionals

    Report

    Report Beyond Cost: Achieve Better Government Outcomes Through Shared Services

    Shift To The BT Agenda Drives Shared Services In the Public Sector
    February 2, 2015 | Jennifer Belissent, Ph.D.

    The perennial call for public sector reform has not slackened. The pain of austerity measures and the pressures for increased efficiency heighten that call. The need to address decrepit...

  • For Infrastructure & Operations Professionals

    Report

    Report Infrastructure Services Evolve Into Digital Shared Service Delivery Models

    How Clients Can Participate In The Infrastructure Services Evolution
    August 4, 2014 | Wolfgang Benkel

    Business requirements for more flexibility, higher efficiency, and shorter time-to-market are leading to a stronger willingness from clients to explore infrastructure services in more flexible and...

  • For CIO Professionals

    Report

    Report Shared Services: If WyCAN, So Can You!

    Thought Leadership And Teamwork Enable Cost-Savings And Better Service For Consortium Members
    February 7, 2014 | Jennifer Belissent, Ph.D.

    Public sector organizations don't have the privilege of dialing back on scope in challenging economic times. In fact, when the going gets tough, government organizations often have to kick into...

  • For CIO Professionals

    Report

    Report Integrated Business Services — Operating At The Pace Of Business Change

    Vision: The Adopting Integrated Business Services Playbook
    November 14, 2013 | Bobby Cameron

    A new business operating model is enabling both agile response to increasingly powerful customers' demands and enterprisewide efficiencies — maintaining end-to-end value delivery over time...

  • For CIO Professionals

    Report

    Report Global Business Services — Not Shared Functions

    New Business Realities Favor Flexibility And Business Value Over Efficiencies
    August 4, 2011 | Bobby Cameron

    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...

  • For CIO Professionals

    Report

    Report Smart City Leaders Need Better Governance Tools

    Smart City Governance Brings New Opportunities For Tech Providers
    May 13, 2011 | Jennifer Belissent, Ph.D.

    Interest in smart cities has taken off like wildfire. Cities of all sizes navigate the challenge — growing demand for new constituent services within increasingly constrained budgets —...

  • For Sourcing & Vendor Management Professionals

    Report

    Report Building — Or Re-Invigorating — A Shared Service Center

    April 6, 2011 | Lutz Peichert

    In the mid-1990s companies tried to combine some of the advantages of outsourcing with the benefits of keeping important internal know-how and key resources. As a result, the shared service center...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Trends 2010: eBusiness Teams Reorganize

    Teams Shift Into More "Ideal" Structures But Still Struggle For Internal Support
    April 12, 2010 | Carrie Johnson, Elizabeth Davis

    Reporting structures are a challenge for any team, and eBusiness is no exception: Finding the right place for eBusiness teams as the Web evolves and grows in importance has been a struggle for most...

  • For CIO Professionals

    Report

    Report The CIO's Enterprise Versus Local Balancing Act

    CIOs Have To Balance Enterprisewide Synergies With Unique Local Needs
    March 23, 2010 | Bobby Cameron

    CIOs are dealing with consolidation and centralization of IT services and processes as their companies respond to large customers, standardize to cut costs, and compete in value networks of firms....

  • For CIO Professionals

    Report

    Report CIOs Are Transforming IT To Enable Business, Cut Costs, And Become More Services-Focused

    February 26, 2010 | Alexander Peters, Ph.D.

    CIOs are changing IT a lot, and Forrester conducted research to better understand how. We surveyed 92 IT executives and performed a few complementary interviews to understand the nature of IT...

  • For CIO Professionals

    Report

    Report Best Practices In IT Financial Management

    The Foundation For Running IT Like A Business
    November 6, 2009 | Craig Symons

    In a recent Forrester survey of 84 enterprise IT decision-makers, only 52% said that they have a formal IT chargeback process in place. It is difficult to run IT like a business when the product...

  • For Enterprise Architecture Professionals

    Report

    Report What's Next For The IT-To-BT Transformation: The Contractualization Trend

    October 14, 2009 | Henry Peyret

    The combination of the current economic climate and business globalization is accelerating the evolution of business models toward a networked model, where businesses focus on their core...

  • For CIO Professionals

    Report

    Report Business Realities Drive IT Globalization

    March 12, 2009 | Bobby Cameron

    Business leaders target globalization to deliver performance that spans geographic and organizational boundaries. What globalization means for CIOs is not simple — they have to help their...

  • For CIO Professionals

    Report

    Report IT To BT — An Opportunity For Vendors

    November 13, 2008 | Thomas Mendel, Ph.D.

    Forrester has argued that a fundamental shift from information technology (IT) to business technology (BT) is occurring. Vendor strategists need to realign their value proposition to take into...

  • For CIO Professionals

    Report

    Report Service Portfolio Management Links IT Capabilities To Business Value

    SPM Provides The Transparency That Is Essential To The BT Transformation
    November 3, 2008 | Craig Symons

    Many IT organizations struggle to demonstrate the value of IT to the business. Business stakeholders find IT to be impenetrable, a black box. Much of this is a result of IT's culture of acquiring...

  • For CIO Professionals

    Report

    Report Governing The Business Technology Service Portfolio

    BT Portfolio Management Requires Demand-Supply Governance
    October 10, 2008 | Alexander Peters, Ph.D.

    The business technology service portfolio is a management tool that enables firms to develop a holistic perspective of their technology usage and maximize business value. To develop its potential,...

  • For Infrastructure & Operations Professionals

    Report

    Report Enabling Business Technology

    Five Essential Best Practices For The IT-To-BT Transformation
    August 15, 2008 | Robert Whiteley III

    As technology becomes increasingly integral to firms' offerings, strategy, and organization, the traditional model of IT as an independent and monolithic entity within the larger business is...

  • For CIO Professionals

    Report

    Report Five Essential Best Practices For The IT-To-BT Transformation

    CIOs Must Prepare IT For Its Future Role As BT Enabler

    May 13, 2008 | Alexander Peters, Ph.D.

    Each wave of technology change challenges IT's management practices. Two forces coming together will frame IT's next set of challenges: ubiquitous computing and business technology (BT). Each will...

  • For CIO Professionals

    Report

    Report Case Study: A Manufacturing Company Positions IT For BT

    May 13, 2008 | Alexander Peters, Ph.D.

    A global manufacturing firm had a highly fragmented IT organization with redundant functions, nonexistent standards, and a management structure that viewed IT as a cost rather than as an enabler of...

  • For Infrastructure & Operations Professionals

    Report

    Report IT As Just Yet Another Shared Service

    SWOT Analysis: IBM Tivoli, Q4 2007
    January 7, 2008 | Eveline Oehrlich

    The ability for IT organizations to deliver strategic business value to their organizations depends on the operational integration among the still "siloed" sections in IT, which are the...

  • For CIO Professionals

    Report

    Report Maintaining Services: What's Important Across Eight Key Industries

    February 28, 2007 | Marc Cecere