ITSM That Works4Me

What does “Shared Services” really mean… and why does it so often fail to deliver?

In this episode, we break down a critical issue highlighted by Bernard Marshall: The lack of a clear definition is holding organizations back. Too many institutions jump into shared services expecting efficiency…  …but end up with complexity, slow governance, and limited value. Here’s what we explore: * Why “shared services” is not one model - but many * The difference between internal consolidation, partnerships, and outsourcing * How AI is fundamentally changing the equation (hint: it’s no longer about scale, but about data and automation) * Why leadership courage - not technology - is the real bottleneck The key takeaway?  If your operating model isn’t clear, adding AI will only accelerate the confusion. #ITSM #SharedServices #AI #ServiceManagement #DigitalTransformation #Works4Me #Leadership #ESM 2026 Works4Me