Short answer
India's global capability centers (GCCs) already hold the work; the forecasts to 2030 say they'll hold more of the decisions. For ServiceNow owners, that means the platform mandate has to catch up with the operating mandate. Start with a baseline headquarters signs, and move ownership one tested step at a time.
Last reviewed Nov 2, 2026
Where things stand
The Nasscom–Zinnov FY2026 report (public launch Jul 3, 2026) counts 2,117 GCCs across 3,728 units and about 2.36M people, an FY26 estimate. It reports that 64% of site leaders hold dual global and India mandates. EY's GCC Pulse 2025 (Nov 23, 2025) found 52% share global decision accountability, and 87% manage or aim to manage end-to-end processes.
The gap in the forecasts
Dell–Zinnov (Sep 23, 2026) frames the decade as centers becoming agentic transformation engines, and also reports about 70% of India GCCs stuck at AI pilot. Pilots stall when nobody owns the platform underneath them: the data model, the release calendar and the AI meter.
What to do this year
- Get a ServiceNow baseline your finance partner and headquarters both sign.
- Take L1–L2 and the Demand Board as a first rung, with an exit test HQ signs.
- Count every AI agent and give each an owner and an assist budget.
- Report value in headquarters' words: cost per unit of service and where freed budget went.
The full ladder is on Can India run this? and the site leader view is at For India Site Leaders.
GCC Now™ is the ServiceNow Accelerator by ANSR × inMorphis, a joint venture for global capability centers (GCCs) and GBS organizations.