From Cost Centre to Control Tower: How Platform-Driven GBS is Redefining Enterprise Value in the Age of AI
Fragmented architectures are holding GBS back. Discover how a platform-driven approach transforms shared services into an enterprise control tower with AI.
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The Global Business Services model is at a critical inflection point – and the window to act is narrowing. The forces reshaping enterprise operations – agentic AI, real-time workflow orchestration, unified data, and escalating demand for measurable business outcomes – are rendering the traditional GBS playbook obsolete. Organizations running shared services on fragmented, point solution architectures are hitting a hard ceiling: efficiency gains plateau, talent burns out managing workarounds, and the business loses confidence in GBS as a strategic partner.
But the organizations getting this right are doing something different. They're not just automating tasks – they're redesigning how work flows across the enterprise.
This webinar examines how a platform-driven approach is transforming GBS from a cost center into an enterprise control tower: a function with real-time visibility, end-to-end process ownership, and AI agents that resolve requests autonomously across HR, Finance, and cross-functional services on a single architecture.
We'll explore five defining shifts accelerating GBS transformation – and the shifts they demand of leaders today, from:
- Reactive execution to outcome ownership
- Self–service portals to AI–powered experiences that actually finish the work
- Reporting on performance to driving it
- Fragmented compliance to embedded governance across every workflow
- GBS as a support function to GBS as the connective tissue of the intelligent enterprise.
The question is no longer whether AI will transform GBS. It's whether your architecture can keep pace with what AI now makes possible. Platform or patchwork. The decisions made today will determine which GBS organizations lead – and which ones manage the gap.
Speakers
Elisha Harrington
APJ Innovation Officer
ServiceNow
Elisha Harrington serves as ServiceNow's APJ Innovation Officer within the Chief Innovation Office, where she works with enterprise customers and partners across the region to translate emerging technology into practical transformation strategy. Her focus spans the new world of work, digital transformation, and the power of intelligent systems – with particular depth in financial services, shared services, and cross-industry enterprise operations. Prior to ServiceNow, Elisha held senior roles at PwC, KPMG, and Accenture, consulting with the largest global and Australian enterprises across banking, telecommunications, and beyond. She brings to this session her perspective on what it actually takes to move from transformation intent to enterprise-scale execution in the AI era.
Sri Lakshmi Kodali
APAC GBS GTM Lead
ServiceNow
Sri Lakshmi Kodali brings over 20 years of global leadership experience in Global Business Services, and leads ServiceNow's GBS go-to-market strategy across APAC. Her career spans executive roles at Goldman Sachs and Deloitte, where she built deep expertise in GBS operating models, HR service delivery, and large-scale transformation programs. Now at ServiceNow, Sri works directly with GBS and shared services leaders across the region to design platform strategies that move organizations from cost-center thinking to enterprise control – and to build the internal business cases that make that shift possible.
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