Shared services or shared services model (SSM) refers to a dedicated unit (including people, processes and technologies) that is structured as a centralized point of service and is focused on defined business functions.

• Consolidation Gains: Reduction in Total cost of Support by leveraging common team.
• Lower Risk: Solution Champions (SME’s) to review every client resolution tickets. This is to ensure quality of service is kept high.
• Predictability in Execution: Agreed services and measurable service predictability.
• Flexibility & Scalability: Accommodate volume changes without an equivalent increase in cost beyond agreed terms.
• Productivity Gains: Facilitates Knowledge Management and Reusability.

Shared services operate in a complex environment that requires leadership to support and promote an integrated, enterprise governance framework among all actors, including Top management, business managing partners, and customer agencies.

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