Organizations are shifting to Global Business Services (GBS), integrating governance, locations, and practices for better performance and cost reduction. Research shows increased productivity in shared services due to complex processes and emerging tech adoption. Yet, some prioritize speed over process standardization, conflicting with GBS goals. GBS aims for a customer-centric approach with less voice, social platforms, automation readiness, and enhanced experiences. It operates as a business, fostering innovation and talent development while driving digital transformation. ServiceNow offers technology to support GBS initiatives in a single platform.

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