Shared services consolidate common support activities for several business units into one service organization. The service can be internal, captive or externally operated. It normally uses standard processes, service measures and a defined charging or funding model.
How is Shared Services structured?
Shared services consolidate a process or capability that was previously performed separately across business units. The organization defines a common service catalog, standard process, funding model and governance while keeping the operation inside the enterprise. Business units become internal customers, so service measures, exception rules and decision rights still need to be documented.
What should the Shared Services operating record contain?
Record the service catalogue, customers, ownership, locations, processes, systems, costs, service levels and exception handling.
What does Shared Services not establish?
Consolidation can reduce duplication while distancing the service from local requirements. The operating model needs a route for legitimate variation.
