As IT transforms into “Shared Services” in many organizations, managers and their teams need to think beyond their individual jobs to understand their roles across the entire enterprise. It’s not enough to follow a process—it’s more impactful to improve the process.<br>Over the last 20 years, tech support has been driven by cutting costs, increasing productivity, and reaching hyper-efficiency. But today, customers and employees want more—they want meaningful exchanges and experiences that give them purpose and satisfaction. Shared services organizations only achieve that when they continuously adapt and evolve their end-to-end processes.

Shared services teams have turned to Klever Insight when they’ve noted that service owners often lack clarity and common understanding of service management across the enterprise. They need managers to work toward a holistic solution for all people, processes, and systems to deliver digital transformation and corporate change. This means monitoring a service’s performance, setting meaningful operational measures, and evolving process and methodology based on both proven and leading-edge best practices.