Introduction In today’s complex technology landscape, organizations are challenged to consistently deliver top-quality services while progressively reducing costs. The competitive marketplace requires agility to address changing business needs quickly and effectively. Shared-service models are the corporate norm, providing key functions for HR, facilities, finance, operations, and IT in an effort to scale service delivery models. These shared service groups are using large-scale software systems designed to handle specialized requirements while meeting compliance and regulatory needs. There is an evolving demand for integrated automation strategies to provide key business services across the enterprise. It’s not just about integrating data, it’s about delivering effective service.

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