Value Stream Mapping a GCC Shared Services Handoff

Start with the Handoff, Not the Process

Most GCCs map the entire process and miss the handoff. That’s where work stalls. A handoff is the moment one center hands responsibility to another. If you’re moving data, tickets, or decisions between GCCs, map that moment first.

Define the Scope

Pick one handoff. Example: GCC A handles incident triage. GCC B handles root cause analysis. Map the flow from triage to RCA.

• Identify the trigger (e.g., ticket status change).
• List the people involved.
• Note the tools used (Jira, ServiceNow, etc.).

Draw the Current State

Use a simple flowchart. Boxes for steps, arrows for flow. Mark where work stops.

• Step 1: GCC A logs triage notes.
• Step 2: Ticket moves to GCC B.
• Step 3: GCC B reviews and starts RCA.

Add time stamps. Note delays.

Identify Wastes

Look for these in the handoff:

• Waiting: GCC B sits idle for 24 hours.
• Rework: GCC A corrects notes twice.
• Extra Steps: Manual email chain between centers.

Map the Future State

Redesign the handoff. Remove waste. Add clear ownership.

• New Step 1: GCC A auto-updates ticket with triage data.
• New Step 2: GCC B receives alert and starts RCA within 2 hours.
• New Step 3: Shared dashboard tracks progress.

Implement and Measure

Roll out the new handoff. Track:

• Cycle Time: From triage to RCA start.
• Error Rate: Rework instances.
• Satisfaction: Feedback from both GCCs.

Use Lean Six Sigma metrics to validate improvements. Iterate as needed.

Example Scenario

GCC A handles cloud infrastructure incidents. GCC B handles security audits. The handoff involved:

• Manual ticket transfer.
• 48-hour wait for RCA.
• Two rework cycles.

After mapping and redesigning:

• Auto-transfer via API.
• 2-hour RCA start.
• Zero rework.

Result: 90% reduction in handoff time.