The 30-Year Evolution of Shared Services: Stability Through Constant Change

The 30-Year Evolution of Shared Services is a definitive research report examining how shared services and Global Business Services (GBS) evolved from transactional cost centers into intelligence-driven enterprise operating models.

Drawing on three decades of Shared Services & Outsourcing Network (SSON) archives and executive perspectives, it traces the key inflection points shaping today’s most searched priorities—from AI in shared services and GBS operating models to end-to-end process ownership and global delivery strategy.

What you’ll gain from this report:

✔️ A clear timeline of shared services evolution—from early SSCs to AI-enabled, enterprise-wide GBS

✔️ The 10 catalysts that redefined GBS, including governance, experience-led design, data, analytics, and agentic AI

✔️ Real-world case insights from pioneers like P&G, GE, Shell, Ford, American Express, ABB, and HP

✔️ Executive reflections from leaders at Siemens GBS, Allianz Services, Tesco Business Solutions, Mars, Iron Mountain, Carrier, NielsenIQ, and more

✔️ Practical benchmarks showing why certain shared services models scaled—and why others stalled

Whether you helped build shared services from the ground up or are shaping its next AI-native chapter, this report offers strategic context, peer insight, and lessons that remain highly relevant for today’s enterprise leaders navigating transformation.

Request your complimentary copy via email.