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