The Role of ServiceNow Agentic AI in GBS Transformation

[Sujit Agrawal]

In today’s rapidly evolving business landscape, Global Business Services (GBS) organizations are under increasing pressure to deliver unified, efficient, and user-centric services. As enterprises strive to break down silos and enhance employee experiences, the ability to streamline service delivery across functions—HR, IT, Finance, Facilities, and more—has become a critical differentiator.

Agentic AI refers to artificial intelligence systems capable of autonomous, goal-oriented action—has the potential to fundamentally reshape Global Business Services (GBS) by driving automation, intelligence, and proactive service delivery across business functions. As GBS organizations seek to deliver integrated, efficient, and user-centric services, Agentic AI can act as a catalyst for transformation.

How Agentic AI can transform GBS

1. End-to-End Process Automation - Agentic AI can orchestrate entire business processes across HR, IT, Finance, and other functions. For example, when onboarding a new employee, an AI agent can autonomously trigger IT provisioning, payroll setup, compliance checks, and facilities access—coordinating tasks, monitoring progress, and resolving exceptions without human intervention.

2. Proactive Service Delivery - Instead of waiting for employees to submit requests, Agentic AI can anticipate needs by analyzing data patterns (e.g., upcoming role changes, expiring certifications) and proactively initiate actions or reminders, enhancing employee experience and reducing service delays.

3. Intelligent Decision-Making - Agentic AI can evaluate complex scenarios—such as prioritizing service requests, allocating resources, or recommending process improvements—by weighing multiple factors and learning from historical outcomes.

4. Personalized Employee Support - AI agents can interact with employees in natural language, understand context, and provide tailored assistance or escalate issues as needed, delivering a consumer-grade service experience.

5. Continuous Improvement - By monitoring outcomes and gathering feedback, Agentic AI can identify process bottlenecks, suggest optimizations, and even implement changes autonomously, driving ongoing GBS excellence.

Conclusion

GBS organizations have brought together IT, HR, Finance, Facilities, and other back-office functions into a single organization that provides seamless services to its employees. Agentic AI represents the next frontier in GBS transformation, enabling organizations to move from reactive service models to intelligent, proactive, and adaptive operations that drive business value. ServiceNow can make it all possible for GBS organizations, without them having to transform their existing legacy tech stack.  ServiceNow products for GBS solution include -

• Portal (including Mobile App)

• Universal Request

• ITSM, HRSD, CSM, S2P, etc.

• Platform capabilities (Integration Hub, flows, reporting, notifications, etc.)

• AI Agents for IT, HR, CSM, etc.