As Global Business Services (GBS) organizations expand into broader functional scopes and deliver increasingly complex services, operating models and service management frameworks must evolve. Traditional workflows designed around ticket routing and reactive support are no longer sufficient. The rise of Agentic AI - AI that can act autonomously, make decisions, and execute work on behalf of users - is redefining how services are designed, orchestrated, and continuously improved.

This session explores how leading GBS organisations are harnessing Agentic AI capabilities to elevate service performance, reduce manual workload, and transform the employee experience.

• Redesign the Service Management Framework to connect processes, data, and journeys across a matrixed global organisation

• Establish business partnering roles and a unified “front door” experience enhanced by AI-driven guidance

• Deploy Agentic AI to transition from case handling to case prevention — resolving issues without tickets, anticipating client’s service requests, orchestrating workflows end-to-end, and enforcing policy automatically

• Use predictive insights and autonomous performance steering to optimize SLAs, drive continuous improvement, and measure value creation in real time

Fausto Grelli, Head of Enterprise Service Management, McDonald’s

Dominik Loerts, Partner, Technology Consulting (Data & Analytics), EY

Maria Saggese, GBS Solution Lead Partner Global & EMEIA, EY

The next wave of GBS transformation won't be won by the organizations with the most AI. It will be won by those who understand what AI actually needs to work.

The gap between agentic AI ambition and agentic AI reality isn't the model. It's the layer underneath it. Before an agent can resolve, it needs to know who is asking, what they've already tried, where the request sits in a broader workflow, and whether the action it's about to take is governed and auditable. That's not a catalogue problem. Or a data problem. Or a workflow problem. It's all of them, and most organizations are solving them in isolation.

The engagement layer is where intelligence becomes experience. Get it right and GBS becomes the intelligence hub of the enterprise. Get it wrong and you have a very sophisticated front door that nobody walks through.

Co-hosted by ServiceNow and EY, this session combines strategic perspective, real-world practitioner experience from leading companies, a live demo, and open discussion and Q&A. Not a keynote. A conversation.