The Shared Service Center (SSC) / Global Business Services (GBS) and outsourcing industry, which is in a state of flux, now needs direction to move towards a mature state. The industry is pulled in different directions due to external and internal forces be it management disconnect, the political environment or the digital technological disruption.
Driven by internal pressures for process improvement as well as external forces such as digital disruption, shared services and outsourcing are currently in a state of flux. Taking on a more centralized approach brings additional benefits, agility and added value.
Growing steadily over the past five years, the shared services and outsourcing industry is set on a path of further growth. Several factors attribute to this continued growth: Firstly, organizations seek to move higher in the value chain by improving and adapting operating models for better results. Secondly, service delivery dynamics are changing with the as-a-service delivery model gaining acceptance. And lastly, with disruptive forces like automation and cloud playing a key role in shaping up the industry, there are bound to be changes in modus operandi.