By Sue Danino. Do you really understand the needs of your customers? Do they have a voice? A Global Business Services model aligns infrastructure, business processes, technology, talent management, service provider integration and operational execution to the needs of the business. This panel discussion will explore how an effective GBS organization can help you better serve your customers.

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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
PeopleOrganizationServices
Technologies GovernanceProcessesValue

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What’s driving and enabling the change?
RoadmapFinancials 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

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