Put humans at the heart of your design and create a one-stop-shop for GBS services—for better, more consistent experiences.

Go beyond robotic task automation and digitize work across functional silos to help reduce costs, accelerate service delivery, and resolve issues.

Build a GBS command center to track KPIs in real time. This provides robust insights and analytics from across the enterprise—powering continuous service improvement and helping you target investment spend.

With this taxonomy, the enterprise can better organize their services to create a global service portfolio. And by classifying the available services, they can also enable more effective knowledge management.

With a global service catalog that is vertically and horizontally integrated across a few strategic enterprise functions and user intent, GBS organizations can provide enhanced experiences for users, even when their requests are complex.

This capability allows organizations to create, curate, and harvest knowledge to power continuous improvement. At the same time, it can enable self-service, ensuring that people have access to the information they need, when they need it.

A unified portal enables self-service and boosts operational efficiency by providing access to the service catalog and knowledge management. And the data it captures can provide real-time visibility into order volume, velocity, and automation levels.

Provide users with a single, first point-of-contact to access more—or all—GBS functions via universal request or virtual agent support on mobile or desktop portals. This enables self-service capabilities for employees, along with relevant, in-the-moment knowledge articles and real-time status updates. In addition, organizations can improve engagement and give back time to GBS agents and end users.

Use the power of ServiceNow to workflow user journeys for edge-to-edge, delivery-integrating services across different functions. A unified system of action can conceal the complexity of working on disparate technologies while improving how agents work from end-to-end. The result is reduced “swivel-chairing” between different tools and significantly improved resolution times.

Shift routine work away from email, phone, and desk agents, and provide fast access to care agents so they can quickly resolve highly sensitive and complex problems. With better workspaces and tools that are integrated with back-end enterprise systems, GBS agents can effectively improve the work experience of the organization’s people.