Getting enterprise service management right

 Part of our 2019 Trends podcast series

The increasing ubiquity of automation – ranging from basic RPA to artificial intelligence and machine learning – is dramatically changing enterprises’ service delivery models. It’s also forcing radical changes to the roles their global business services (GBS) and vendor management organizations play.

So, how do these groups need to evolve to ensure they gain the most value from these technological disruptors, and simultaneously mitigate their associated risk, for the enterprises they support?

In this podcast, Eugene Kublanov, Managing Director of the Managed Governance Services group in KPMG’s Shared Services and Outsourcing Advisory practice, sat down to discuss:

• Why GBS organizations still need to get the basics of enterprise service management right, and why they’re still failing
• Why enterprise’s vendor management organizations need to up their talent and knowledge game in order to reap rewards from across their third-party providers’ service delivery and automation value chain
• Why much of the service delivery risk enterprises face today exists not within their own organization, but in their value chains with their external providers.

This is one of many installments in our 2019 Trends podcast series. Tune in regularly to hear the others.