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"One of the ways companies are looking for competitive advantage in this frenetic [business] environment . . . is through the use of a tactical technique called shared services. . . . In this book, we bridge [the] chasm between the theory of how a shared services operation 'ought to' work and the practical issues involved in how to make it work, how to carry out a successful implementation of a shared service operation in your business.--from the Preface. Gaining competitive advantage in today's fierce business environment requires focus throughout the company on value, as measured by quality, cost, speed, and service. In the quest for superior performance, a growing number of companies are now turning to shared services, a tactical technique by which corporations can organize financial and other transaction-oriented activities to reduce costs and provide better service to business unit partners. Written by four authorities, three PricewaterhouseCoopers consultants and the executive who has directed the shared service efforts at Lucent Technologies, this comprehensive resource--the first of its kind--examines shared services from the macro issues that compel senior management to embrace this approach through the design and implementation of a shared services environment that leads to increased customer and shareholder value. Of all the tools available for gaining competitive advantage, why shared services? One of the principal reasons is that it creates, through consolidation of often disparate activities, more of a "one company" feel among business units. The benefits of this are twofold: one, it enables companies to show a consistent face to clients and customers, vendors andsuppliers, shareholders and potential shareholders; two, it provides increased flexibility to all of the business' operations, allowing corporate leaders to maintain a global perspective while at the same time allowing business unit leaders to take strong, customer-focused actions.

"This book provides managers with a strong, practical grounding in the concepts that are critical to understanding the transformation from front-end e-business to cross-enterprise service platforms." --Dr. Peter Zencke, Member of the Executive Board, SAP AG The trend is clear: Corporations are increasingly relying on technology-enabled services to gain a competitive edge. E-Commerce->e-business->e-services->multi-channel services. Industry leaders and followers alike are digitizing services in order to become more customer-driven and process-centric. To execute this service digitization strategy, managers must learn to effectively translate business imperatives into multi-channel services processes, applications, and infrastructure. "Services Blueprint: Roadmap for Execution reveals how managers can plan, analyze, and execute a coherent services strategy without getting lost in a sea of technical buzzwords. "Services Blueprint begins by introducing and defining the concept of services digitization and the two components--focal points and service platforms--required to execute it effectively. The authors then examine the different blueprints: multi-channel customer relationship management, spend management, supply chain management, human capital management, and product lifestyle management. Throughout the book, case studies illustrate key insights and best practices as companies evolve their execution focus: enterprise applications->Web Services->composite applications->services. Drawing on their experience working with leading businesses, Kalakota and Robinson provide readers with a roadmap of how to achieve differentiation through multi-channel services, translatebusiness objectives into process models such as order-to-cash, and leverage enterprise application investments to create new cross-enterprise services platforms. "Services Blueprint clearly explains why some firms are better at digitizing business processes and capturing value than others.

Business Service Management - Business Service Management (BSM) is a flexible, comprehensive approach that links IT resources and business objectives. BSM ensures that everything IT does is prioritized according to business impact, enabling IT to proactively address business requirements to lower costs, drive revenue and mitigate risk.

Business service provider - Business service providers (BSPs) are companies that offer state-of-the-art business applications over the Web. These applications are built and delivered as Web services - designed with modern security, management, and identity standards to facilitate the plug-and-play integration of these services with other BSP services or with internal corporate Web services.

Software as a Service - Software as a Service (SaaS) refers to a model of software delivery where a company adopts specific activities that provides customers access to software alleviating that customer from the maintenance and daily technical operation and support of business and/or consumer software. SaaS is a model of software delivery rather than a market segment; software can be delivered using this method to any market segment including home consumers, small business, medium and large business.

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