Short answer
Global business services (GBS) heads go into 2027 with more work than budget. The Hackett Group (Mar 24, 2026) forecast 2026 workload growth of 15% against staffing growth of 10% and budget growth of 7%. The gap closes only if volume comes out of the towers, and ServiceNow is where most of that volume arrives.
Last reviewed Nov 2, 2026
The arithmetic
If work grows faster than people and money, each person has to handle more, or less work has to reach people. Hiring at the old ratio doesn't fit the budget line.
Where the volume sits
How-to questions, status checks, access requests and policy questions fill queues in every tower. They're also the requests a front door and agents can resolve. McDonald's and Tricon Energy: ~40% reduction in L1–L4 tickets through deflection. A new client's figure comes from its own baseline.
The trap
Hackett found 72% of GBS leaders cite misalignment between expected and actual AI benefits. Part of that gap is counting freed hours as cash. Record hard savings and capacity freed in separate columns of a value register your finance partner owns.
A 2027 plan
- Baseline cost per transaction by tower.
- Deflect in IT or HR first; run finance and accounts payable as measured pilots.
- Decide in advance where freed capacity goes.
Read ServiceNow for GBS.
GCC Now™ is the ServiceNow Accelerator by ANSR × inMorphis, a joint venture for global capability centers (GCCs) and GBS organizations.