Organizations are making steady progress toward increasing GBS maturity and driving benefits beyond just cost savings.
1. Many organizations are making steady progress in driving greater maturity on their GBS journey, with a continued focus on the IT and finance and accounting functions. The financial services sector is showing the most activity in change efforts. New investments are concentrated primarily in Robotic Process Automation (RPA), followed by data and analytics. These trends surpass historic levels of investments focused on the shared services and outsourcing service delivery models that are now common in most organizations
2. Organizations can employ two paths to drive increased GBS maturity for meaningful and measureable business outcomes:
3. Over the long term, as the benefits of human-based labor arbitrage continue to decline, IA will have a major impact on staffing models, operating models, and the location of captive and third-party delivery centers. As more client organizations opt to invest in IA independently of third-party providers, there will be significant disruption to legacy outsourcing models and relationships with service providers.
4. In the short term, organizations will struggle with disparate and uncoordinated IA initiatives, underlying IT systems and applications that are fragmented, uncertainty over where to best start and invest, and challenges with change and talent management needs.
5. The biggest IA governance challenges today are:
6.The top two critical considerations for IA governance are:
Learn more about Delivering GBS in a digital world (PDF 619.2KB) and the actions you should consider.