Answer · For GBS Head, CIO
How do you build a business case for GBS on ServiceNow?
Short answer
Build it from a baseline your finance partner signs, by tower. Show cost per transaction, the entitlements you own, the volume you can take out and what the change costs to run. Keep hard savings apart from capacity freed, and state what share of the savings gets reinvested.
Last reviewed Nov 2, 2026
Key takeaways
- Start from a signed baseline by tower.
- Keep hard savings apart from capacity freed.
- State the reinvestment share and a stopping rule.
Sources
The Hackett Group
GBS Leaders Betting on AI to Close Widening Productivity Gap
Mar 24, 2026
Open source ↗
Who answered this
GCC Now solution lead. GCC Now™ is the ServiceNow Accelerator by ANSR × inMorphis, a joint venture for global capability centers (GCCs) and GBS organizations.
GBS Value Office →Related questions
Should we use vendor benchmarks?
Only as context, and label them. Your finance partner signs your data, not a benchmark.
Who signs the baseline?
Your finance partner, usually with the GBS Head as sponsor.
Put your own numbers against this.
By ANSR × inMorphis. A named lead from each firm joins your first call.