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 manyThe difference between internal consolidation, partnerships, and outsourcingHow 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 bottleneckThe key takeaway? If your operating model isn’t clear, adding AI will only accelerate the confusion.#ITSM #SharedServices #AI #ServiceManagement #DigitalTransformation #Works4Me #Leadership #ESM2026 Works4Me