SharePoint: Turning Technology Support into an End-to-End Service

Introduction

The use of collaboration software, such as SharePoint ^[1], has been growing in popularity over the past few years in many Shared Services operations.  While how it is being utilized can vary significantly among companies, many innovative applications have been created that have improved processes and enhanced communication.

While most Shared Services organizations just use SharePoint to enhance their internal operation, this research abstract looks at a company that is utilizing SharePoint to create an end-to-end technology support service, in addition to improving their overall Shared Services operation.

Company Experience

On a recent Peeriosity Peercast^TM, a global manufacturing company with 40,000 employees and over $15 billion USD in annual revenue, shared their experiences utilizing SharePoint in their Global Business Solutions operation.  Currently reporting into Global Business Operations as a group called Knowledge Management & SharePoint, this organization originally was part of IT, where SharePoint was used as an enterprise-wide document repository tool.  In 2016, it then transitioned into Global Business Solutions, where it was intended to support the enterprise as part of an end-to-end service.  Now, in 2017, this group has designed and is now launching a Knowledge Management strategy ^[2] for the company.  They believe this will truly make a difference in the way people think about sharing information and collaborating across the entire organization.

The services provided by the Knowledge Management & SharePoint group include the following:

• End-to-end solutions, including needs assessment, and technology sustainability (SharePoint, O365, Yammer, Replay, etc.)
• Capabilities to design, develop, and maintain SharePoint sites
• Assistance in establishing a sustainability framework for teams to manage and maintain their websites
• Execution of all kinds of ad hoc requests, such as enhancements to an existing website, training, and security management

And some of the benefits of working with this group include:

• They provide cost-effective solutions, much lower than using an external vendor for SharePoint/KM support
• They have the business knowledge and are trusted business partners ^[3]. They consider this the key to their success.
• They are focused on speed and agility. Because they know their customers and their needs, they are able to switch directions quickly, if needed, and work on multiple projects at one time.
• They also provide cohesiveness within the organization. Because they support the enterprise, they are able to create website templates and standards that can be used across the organization, versus one-off projects. This also keeps their costs down and delivery time fast.

While still in its early stages of expansion, the Knowledge Management & SharePoint group is already developing a favorable reputation within the company and expects to have significant growth in the number of internal customers it supports as awareness about this organization’s capabilities continues to spread.

iPolling^TM Results Review

Utilizing Peeriosity’s iPolling^TM technology, a poll was developed in conjunction with this Peercast^TM, the results of which are quite interesting.  The first poll question looked at the current status of companies in utilizing SharePoint within Shared Services and an overwhelming 97% responded that it has been implemented.

The second poll question then addressed the issue of where the support expertise for SharePoint primarily resides at the surveyed companies.  The results were evenly divided between the IT organization (41%) and select individuals/power users within Shared Services (44%).  As companies continue to shift the overall responsibility for the use of such business applications as SharePoint to Shared Services, the expertise should correspondingly shift.

Some of the Peeriosity member comments related to this poll include the following:

Consumer Products & Services Member: IT is responsible for core configurations (workflows, etc.), and power users for the file organization.

Healthcare, Pharmaceuticals, Biotech Member: SharePoint is used across entire the system, including Shared Services.

Retail Member: IT owns SharePoint within the Company. However, we have a few Power Users within GBS that help with workflows and file organization.

Consumer Products & Services Member: SharePoint is used extensively.

Healthcare, Pharmaceuticals, Biotech Member: HR Shared Services has a SharePoint site, and one of our staff members is considered an “administrator” and makes the updates and loads content. However, overall IT owns the platform.

Consumer Products & Services Member: SharePoint has a huge presence in the organization, including Shared Services. It is open to anyone to become knowledgeable.

Closing Summary

As shown by our research, SharePoint has a huge presence in Shared Services operations across the globe.  The question now for Shared Services leaders ^[4] is whether they want to take their capabilities in this area and expand their service offering to include SharePoint support for the rest of the company. 

How is SharePoint being utilized within your Shared Services operation? Is there an opportunity to expand in this area?

Who are your peers and how are you collaborating with them?

“Peercasts^TM” are private, professionally facilitated webcasts that feature leading member company experiences on specific topics as a catalyst for broader discussion.  Access is available exclusively to Peeriosity member company employees, with consultants or vendors prohibited from attending or accessing discussion content.  Members can see who is registered to attend in advance, with discussion recordings, supporting polls, and presentation materials online and available whenever convenient for the member.  Using Peeriosity’s integrated email system, Peer Mail^TM, attendees can easily communicate at any time with other attending peers by selecting them from the list of registered attendees. 

“iPolling^TM” is available exclusively to Peeriosity member company employees, with consultants or vendors prohibited from participating or accessing content. Members have full visibility of all respondents and their comments. Using Peeriosity’s integrated email system, Peer Mail^TM, members can easily communicate at any time with others who participated in iPolling^TM.