© 2015 Information Services Group, Inc. All Rights Reserved.
© 2015 Information Services Group, Inc. All Rights Reserved.
o Key Tenets for Successful Global Business Services Organizations
Sue Danino
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What is GBS?
Global Business Services (GBS) is the delivery of services to fulfill demand … and the
operational, tactical & strategic functions that manage the interactions between supply and demand.
The integration of business functions
and technology …
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GBS IS INTEGRATED o Integrated technology and business
process to accelerate business transformation
o Compilation of global service offerings and management of the services, including IT
o Harmonized process ownership o Common governance framework of
internal and external providers
VALUE DRIVEN o Accountable to internal and
external customer with a business value focus
o Adept at managing demand to meet business requirements
o Effective at leveraging tools and technology
GBS IS
What makes GBS different from shared services or BPO?
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What makes GBS different from shared services or BPO?
SILOED o Management of separate towers o Simply a consolidation of resources o Resource hand-offs to internal or
external providers o Loss of control/influence on driving
value and managing risk
COST DRIVEN o Exclusively focused on process/
system standards o Simply transaction processing o Simply about reducing costs
GBS IS NOT GBS IS NOT
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Business Demand
Service Delivery Supply
Global Business Services Operating Model
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The integrated building blocks of the ISG GBS model
People Organization Services
Technologies Governance Processes Value
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What’s driving and enabling the change?
Roadmap Financials Analytics Change &
Communication
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Automated Sustained performance of Level 4, with increasing ability to transform and automate services while managing the changing environment with deftness and precision.
Level 5
Global Business Services Transformation Path
Not Started Decentralized operating model.
Level 0
Tower-Based Tower-focused shared services with some BPO.
Level 1
Multi-Function Shared services responsible for multiple towers, with more extensive BPO.
Level 2
Structured GBS management framework implemented to manage supply and demand.
Level 3
Enhanced Optimizing Level 3 capability, with more standardization across regions and divisions
Level 4
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Key Tenets for Successful Global Business Services Organizations Panelists: Lisa Miller, VP Transformation and Transition, PepsiCo Gene Byrne, VP Global Process Services, IBM
www.isg-one.com
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