Shared Services
Building Shared Services as a CAO
Shared services are a core lever for CAOs. This guide shows how to design a service catalog, define SLAs, and build governance that supports enterprise execution.
Steps
How to build shared services
These steps help CAOs design shared services that scale and deliver consistent outcomes.
Step 1: Define the service catalog
- List all services by function.
- Identify internal customers and demand volumes.
- Assign service owners and delivery teams.
Step 2: Set SLAs and metrics
- Document response and resolution targets.
- Track quality and satisfaction metrics.
- Build dashboards for service transparency.
Step 3: Establish governance
- Create escalation paths and decision forums.
- Align service costs with budget owners.
- Review service performance monthly.
Step 4: Manage change
- Communicate new service expectations.
- Train teams on new workflows.
- Use feedback loops to refine delivery.
Success
Shared services success metrics
Track these indicators to prove impact and maintain alignment.
Service performance
- SLA compliance rate
- Service satisfaction score
- Average resolution time
- Backlog aging
Financial impact
- Cost per service unit
- Cost savings from consolidation
- Budget variance by service line
- Vendor performance outcomes
Download the service catalog template
Use the template to define shared services quickly.
Get the template