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Global Shared Service Best Practices
Presentation for Change Management Workshop
Kenan YorucuEnterprise Architect
November 14, 2012
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1. What is an IT Shared Service
2. Global Examples
3. Global Trends
4. Organisational Models
5. Benefits
6. Key Challenged and Recommendations
7. Best Practices
8. Critical Success Factors
1. Shared Services Roadmap
2. Government Shared Service in Malaysia
Agenda
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What is an IT Shared Service
"IT Shared Services" is a service delivery model. A service delivery modeldefines how services will be delivered.
Shared services refersto the provision of aservice by one part ofan organization or groupwhere that service hadpreviously been found inmore than one part of
the organization orgroup .
Source: Wikipedia
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Global ExamplesPublic Sector Examples
Ontario Canada
State of Ohio US
City of Austin - US
Private Sector Examples Shell
Barclays
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Global Trends
1st
Priority for State Governmentsin 2012 3 rd Priority for City Governments
in 2012
Source: 2012 Midyear Market Assessment by the Centerfor Digital Government
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Organisational Models
Various Organisational Models;
Central IT Organisation A Central Function/Department within the Organisation Joint Internal Initiatives Strategic Initiatives with 3 rd Party Providers
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Flexibility
Agility
Reduced Cost
Standardisation
Efficiency
Benefits
Collaboration
Service & Support
Rapid Deployment
Access to Excellence
Source: Government Technology Survey, October 2007
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Executive Support
Differences in Shared ServicesVision
Lack of Governance
Key Challenges
Resistance to change
Service Delivery Reliability
Cost Implications
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Executives and leadership buy in
Shared services business case,strategy and plan
Involve Stakeholders
Create a strong governancestructure
Build a Service Lead Culture
Best Practices
RetiredService
s
ServiceOperation
ServiceDesign
ContinuedService
Improvement
ServiceStrategy Service
Transition
John F. Kennedy School ofGovernment, Harvard University,2010
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Measure performance
Manage change
Implement a single ServiceCatalogue
People Process Technology
Ensure communication
Continuous improvement
Best Practices
People
ProcessTechnology
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Support for a single future shared services vision from all stakeholderswith executive support
Establish clear communication channels with all stakeholders
Clearly defined vision and scope
Phased approach based service prioritisationDon t underestimate Change Management process
An inclusive methodical approach to shared services based on industrystandards
Formal Shared Services Governance Organisation
Enterprise approach
Critical Success Factors
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Shared Services Roadmap
Phased approach,marathon not asprint.
Prioritise Servicesand Projects
Start with servicesthat have low enduser impact
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Government Shared Service in Malaysia
G o v e r n m e n
t S h a r e
d
S e r v i c e s
E P P 2 - 1
Government UnifiedCommunications
Government DataCentre
ICT Non Core ServicesStudy
PPP Government
Shared ServicesBlueprint
Change Management
ReSkill, ReDeploy,RePlace (3R) Program
EPP 2-1 Government SharedServices is an initiative underBusiness Services NKEA.
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Q & A
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Thank You
