Shared Services

“Shared services” is a model frequently used by companies for “back-office” functions such as IT, HR, and finance. In any of these cases, the model works through the implementation of a centralized and consolidated set of services that are accessed by many parts of the organization. The model has been around for decades and is often touted as being cost-efficient, consistent, and able to eliminate unnecessary redundancy. In HR, one of the primary use cases for the shared-service model, services are typically organized around support tiers that range from self-service to contact center to centers of excellence.