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The new normal of global business services: digital disruptors drive an "as-a-service" capability

Today’s enterprises are moving to a higher level of value and performance for the delivery of their business services.

They are still looking for traditional shared services and outsourcing objectives of reducing costs and maintaining service quality and control, but now they need to get more out of their business services organizations by focusing on more comprehensive business value rather than just efficiency. 

Forward-thinking business services organizations are responding to the demands of their customers by taking on the attributes of an “as-a-service” economy they have grown accustomed to in their everyday lives.

Four digital disruptors are driving how organizations are transitioning to an “as-a-service” model. The impact of these disruptors is just beginning to be felt and will continue to drive significant change in service delivery over the next five years. 



For more on the impact of “as-a-Service” models and digital technology on global operations, view The Industry has Spoken: Are we Ready to Make the Leap from GBS to Digital Business Services?

For more on the impact of digital labor and the automation of jobs on sourcing and service delivery, explore our Digital Labor site to view articles, videos, and podcasts.

Explore Global Business Services on this website.