3. IT Shared Service.
Introduction
IT shared services
model optimises the
company investment
in IT services,
systems and
infrastructure to
achieve the company
strategic outcomes
5. Why Implement a Shared Service Center?
Tactical vs. Strategic Business Drivers
HighLow Medium
TACTICAL
HighLowMedium
STRATEGIC
Improve Service Levels
Process More
with Same/Less
Process
Standardization
Process
Improvements
Increase Control
Data Visibility
Coordinate IT
Accelerate ERP
Implementation
Headcount
Reduction
Increasing
(sustainable)
value/continuous
improvement as
f(x) of time
6. 6
Overwhelming Evidence of Proven Financial
Benefits From SSCs
Average ROI for shared services implementation is about 20 percent
Average payback period approximately three years
74 percent meet or exceed their financial targets
Measurable direct bottom-line impact, e.g. up to 45% reduction of finance
cost through shared services
Shared services also deliver on intangible benefits
Such as productivity, quality and customer service
7. Benefits
HQ ( CC main offices)
Control operations
Reduced risk
Better alignment of IT plans
and budgets with CC strategy
Cost benefits and improved
quality through standardization
Branches
Local IT staff can build on
central and concentrate on
unique services
reduced technology purchases
Improved practices
Ability to “mix and match”
service components on a local
and shared level
8. Benefits (continued)
End users
- Experience more responsive
and consistent quality services
IT staff
- Improved career paths and
development opportunities
- Increased opportunities for
mobility and specialisation
- Reduction of re-inventing the
wheel
9. Benefits (continued)
Prepare Infrastructure
for VOIP Connection
Prepare Infrastructure
for smooth Data
transfer
Prepare Infrastructure
for branches to use all
the IT services
available in HQ ( HR /
accounting / EPM /
expenses s…etc)
10. Project Phases …
Prepare HQ
Infrastructure
Prepare
Branch
Infrastructure
Deploy Ready
System to
branches
Prepare
Remaining HQ
IT Systems
Deploy
remaining IT
services in
Branches
Fully Operate
Shared
services
11. 1- Prepare HQ IT Infrastructure
Prepare VPN Server √
Reserve storage for every Branch to store Data in HQ √
Build User account √
Build Emails for the branches √
Increase Internet Line
12. 2- Prepare Branches IT Infrastructure
Install Firewall with VPN Capabilities
Install Server for centralized administration &
Storage
Build Sync Between two Branches
13. Deploy Ready System to branches
Microsoft outlook
Printing services
File services
Portal
Centralized Licenses
14. 3- Prepare HQ IT Systems
Update HR system to include Branches employees Record
Update BMS system to include branches in the structure
Update Accounting system to include branches
Update EPM system
15. Deploy remaining IT services in Branches
Provide Private cloud to store data in CC-HQ
Provide IT Service to the branches
Expenses ( leave / vacation / transportation / travel
HR / Accounting / EPM
19. IT Manager
Duties
Knowledge
Manages IT functions
Manage IT team
Develop & implement the Group’s IT strategy
Provide the needed IT training to the group’s staff
Operating Agreements, including SLAs
Performance reporting
Issue Management
Performance Measures (KPIs)
Tracking system
Technical knowledge of implementing ERP packages,
networking and I.T environment management
20. Helpdesk Liaison Officer
Duties Skills Knowledge
Receive & log requests &
issues
Fulfill requests within area
of authority
Cover IT requests
Follow up on requests
Communicate with clients
Maintain strong working
relationships with clients
Customer Help Desk
methodologies
Knowledge of processes
Policies & Procedures
Tracking system
Services & product knowledge
Local Laws
Work Planning
Interpretation of Data
Problem Solving
Communication Skills
Customer Service
Listening skills
Use Microsoft software (office
tools)