Short answer
In a global business services (GBS) organization on ServiceNow, the global process owner (GPO) decides what each process should be, and the ServiceNow center of excellence (CoE) decides how it runs on the platform. GPOs bring demand to one Demand Board, a single design authority keeps the platform coherent, and each side owns its own KPIs.
Last reviewed Nov 2, 2026
The split
| Question | GPO | ServiceNow CoE |
|---|---|---|
| What is the process? | Decides | Advises |
| What gets built next? | Proposes and ranks | Sizes and schedules |
| How is it built? | Reviews | Decides |
| Process KPI | Owns | Reports |
| Platform health | Informed | Owns |
Why one design authority
When each tower builds its own catalog, forms and workflows, the platform drifts into several platforms on one instance. A single Technical Governance Board keeps data models, intents and integrations shared across towers.
How the boards connect
GPOs sit on the Demand Board with the Platform Owner. Architecture questions go to the Technical Governance Board. The Executive Steering Board reviews value by tower each quarter.
See the CoE model and ServiceNow for GBS.
GCC Now™ is the ServiceNow Accelerator by ANSR × inMorphis, a joint venture for global capability centers (GCCs) and GBS organizations.