Shared services: a problem shared is a problem halved

A problem shared is a problem halved’ – This idiom generally refers to a person feeling better simply by sharing their woes with another, and most of us would agree that this phase is more often than not, very true.  From an IT perspective, this common saying is profoundly relevant when applied to Shared Services, and in more ways than one.

To make my point, I would draw on three words from this old saying:

  • Problem
  • Shared
  • Halved

IT support typically addresses the day-to-day, on-going management of ‘problems’.  In fact, a more popular (best-practice aligned) word these days might be ‘incident’ or ‘fault’.  Whatever they’re called, IT problems are an inconvenience to all businesses, are a distraction from the business’ core competency and interrupt the effected users from their work.  Furthermore, such problems do not contribute to the successes of the business, and worst still, are a costly overhead.

In this context, ‘shared’ has a double meaning.  By engaging with another to share your troubles, the weight of that trouble is somewhat lifted.  This, in itself, is welcome relief.  But ‘shared’ can also form part of the solution if an IT Shared Serviced is properly considered as an alternative to managing problems, incidents or faults, in-house.

Halved’, not be taken literally, is a reference to the measure of gain achieved by sharing the problem.  Use of a shared service can (and should) lead to a measurable improvement in service and reductions is cost.

As a result of the recent economic downturn and period of unprecedented financial uncertainty, providers of shared IT services have had to become very, very good at what they do.  Without stepping up to the mark, and indeed, extending the mark, IT service providers would simply slip by the wayside (and many of them have).  It is, therefore, a good thing for businesses that IT service providers have been forced to compete so aggressively with one another because it has led to new levels of service excellence and reductions in cost.

So, by referencing (for one last time) the proverb – ‘A problem shared is a problem halved’, businesses do have a chance of sharing the burden of IT support with others who are better placed to manage it whilst at the same time improving on service and reducing cost, but only if they are willing to consider the possibility of outsourcing their IT support needs.

Jon Reeve, Principal Consultant

Visit Plan-Net‘s website and learn more about what we do and how we can help your business: http://www.plan-net.co.uk

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