© 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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