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Posted on: December 09-2013 | By : Ajay Shastri | In: Outsourcing and Technology Integration | 4 Comments

Transition your IT infrastructure from Managed Services to Shared Services

In the last decade, enterprises have been exploring transformation from T&M to Managed Services for IT Infrastructure Management. The aim was to achieve additional productivity improvements, maintain operational control, and reduce TCO. This move was inevitable due to the inherent characteristic of Managed services, where vendors manage the entire portfolio with accountability. Responsibilities and deliverables are clearly defined and documented at both project and portfolio level. Interfaces between projects are well defined with full operational control and complete visibility into IT operations.


IT vendors as Managed Service Providers (MSP) bundle their solutions with a roadmap to help clients move from the current Staff Augmentation model to an SLA governed Managed Services model.


This flexible and nimble approach to sourcing and staffing helps save costs, reduce overheads, and ensure SLA driven services.


Managed to Shared Services IT InfrastructureShared services

Shared services means sharing of resources (human and material), across different engagements or projects. Resource utilization is very high due to sharing, hence the client only pays for the work executed.


Why  shared services are becoming more popular?

Economic slowdown has put budget constraints on enterprise IT spend. Coupled with inadequacy of traditional models with respect to scalability, demand predictability, lack of standards, suboptimal resource utilization, and scarcity of specialized skills are instrumental in migration to shared services.


Shared services approach is characterized by:

  • Consolidated, agile, and flexible shared teams with multi-dimensional skill sets
  • Enhanced knowledge base
  • Service and SLA driven approach
  • Tools and best practices
  • 24 x 7 availability of services
  • Operational efficiency
  • Highly available and scalable service
  • Standardized process and workflow
  • Lower cost of operation
  • Built-in resilience


Key elements that need to be taken care of prior to moving into a Share Services model:

  • Clearly define the scope of work
  • Definition and agreement on SLAs as expected
  • Outline the processes such as creating service catalogs, checklists, and governance
  • Clearly define tasks at each support level (L1, L2, L3) with deliverables, roles, and responsibilities
  • Client ticketing and monitoring tools to be extended to offshore shared center
  • Customer handbook to be maintained for every customer


Syntel as a strategic partner is helping clients to embark on the shared services journey.

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Ajay Shastri

Ajay Shastri has total 8 years of work experience in IT & Telecom industry. He is ITIL V3 and...


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