For GBS Heads
Fund transformation, not queues.
Take L1–L4 volume out of your towers and lower your ServiceNow vendor costs, on the platform you already own.
Measured McDonald's and Tricon Energy: ~40% reduction in L1–L4 tickets through deflection.
GCC Now™ is the ServiceNow Accelerator by ANSR × inMorphis, a joint venture for global capability centers (GCCs) and global business services (GBS) organizations already on ServiceNow.
The work is growing faster than the budget
- 15%GBS workload growth
- 10%Staffing growth
- 7%Budget growth
Source: Hackett, 2026.
GBS workload is up 15%, staffing 10% and budget 7%, and 72% of GBS organizations cite AI benefit misalignment (Hackett, 2026). By tower, that means GPOs defending headcount while the transformation plan waits for a quarter with room in it.
Much of what fills those queues is how-to, status and access requests, sent to whichever inbox answered last time. Start there. Taking that volume out frees your people without touching the systems your towers depend on.
What this does to ServiceNow vendor cost
iForge™, the Digital FTE built by inMorphis, optimizes ServiceNow vendor costs by up to approximately 40%. The scope is vendor costs incurred for GBS platform services on ServiceNow, and a client's own figure depends on its baseline and scope. Ticket reduction is a separate measure, and we keep the two apart on your money map.
One front door across your towers
EmployeeWorks with ServiceNow Otto (formerly Now Assist), plus Employee Center, becomes the single front door, with AI agents on the fulfiller side. An employee asks once. AI resolves the request or routes it with its context attached, so nobody repeats the question.
We design for zero dead ends and measure CSAT before we scale. Inboxes close tower by tower, once the replacement holds. Workday, SAP and your other systems of record stay in place, with ServiceNow as the workflow across them.
A money map by tower your finance team can sign
HQ wants proof of value by tower. The Platform Value Scan puts it on one page: cost per transaction and deflectable demand by tower, a check of what your ServiceNow tier already includes, and 10–15 ranked actions.
Your finance partner signs the baseline and owns the value register. Hard savings and capacity freed sit in separate columns, so the number survives a CFO review. You decide where freed capacity goes.
Where we'd start, and where we wouldn't yet
Start with IT and HR, where the evidence is strongest. Risk and controls come next, with the Controls CoE.
Finance and procurement are different. We don't yet have a named accounts payable or finance close metric, so those towers run as measured pilots, and we say so. Tower waves cover H2R, R2R, P2P, S2P and O2C, each with a live GPO dashboard and scoped on its own evidence.
What's on the record
McDonald's
Measured~40% reduction in L1–L4 tickets through deflection. Its program covers four enterprise services (IT, HR, Finance, Procurement) on one golden ServiceNow instance.
Tricon Energy
Measured~40% reduction in L1–L4 tickets through deflection.
Those are their ticket numbers. Neither is a cost figure. Yours comes from your own baseline, and we'll tell you if a tower isn't ready.
How the work usually runs
Each step is its own decision, and you can stop after any of them.
- 1
Platform Value Scan
The money map by tower and a baseline your finance team signs.
Platform Value Scan → - 2
Deflection Sprint
Your top intents resolving in a 2-week POC on your own data, then tower by tower.
Deflection Sprint → - 3
- 4
What GBS Heads ask
We already have an SI on this. Why would we add you?
Keep them. We take a separate scope your Platform Owner chooses, and the CoE stays yours.
HR is on Workday and finance is on SAP. Does that rule this out?
No. Both stay the systems of record.
Won't deflection hurt the employee experience?
It can, if it's done badly. So we test for dead ends and check CSAT before any intent scales.
Is this a headcount cut?
No. It moves people from queues to platform work, and you decide where freed capacity goes.
See your towers on one page.
A money map by tower, then top intents resolving in two weeks.
By ANSR × inMorphis. A named lead from each firm joins your first call.