Key Challenges
ICC as a concept is fairly simple. It is embodiment of the IT management best practices to deliver shared services. However, being an organizational concept, it is far more challenging to implement in practice than the conceptual view because every organization has different DNA and it takes specific personalization/customization effort for ICC that makes the ICC initiative successful. Here are some of the common challenges in ICC establishment journey:
- Change management in terms of technology, processes, organization structure
- Ability of the organization to deal with the pace and quantum of change
- Alignment of stakeholders and process owners for ICC strategy
- Inappropriate ownership level for ICC program and lack of senior management sponsorship
- Highly tactical focus and business program level constraints
- Ignoring foundation elements and jumping to implementation directly
- Inappropriate funding
These issues are important to consider when embarking on the ICC investment since the last leg of the implementation of ICC that's what matters most. Intellectual definition of ICC that is not implemented in the organisation has no real value for the enterprise.
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