Why Service Portfolio and Catalog Are the Gateway to GBS.ai
AI doesn't replace your service catalog. It exposes it.
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Most GBS organizations built their service catalogs as a one-time hygiene exercise, then let them go stale. Now AI is raising the stakes: without a clean, unified taxonomy, there's no foundation for the predictive, proactive service delivery AI promises. Bolting AI onto a fragmented catalog just automates the chaos faster.
This joint EY and ServiceNow whitepaper makes the case that service portfolio and catalog aren't operational hygiene, they're the data layer your entire AI strategy depends on.
By downloading this content piece, you will learn:
- The scale of the problem. New EY and SSON research shows over 70% of GBS organizations lack a unified service catalog taxonomy, and fewer than one in three have a common framework across functions. That inconsistency isn't just a governance headache, it's what's blocking AI from delivering real value.
- Why AI can't fix a broken foundation. Multinational GBS organizations struggle to establish clear governance and consistency across functions. Layering AI on top doesn't solve that. You need a platform built with AI in mind from the ground up.
- An 8-step implementation roadmap. A practical, step-by-step guide to building a unified service portfolio and catalog in ServiceNow, from securing leadership buy-in to sustaining it through lifecycle governance.
The organizations that get this right will be the ones that shift GBS from a traditional support function to a strategic partner the enterprise actually leans on.
Written by the people building this in the field
This whitepaper is authored by senior EY partners Maria Saggese (EY Global and EY Europe West GBS Solution Leader and ServiceNow Alliance Leader), Dr. Scott Mason (COO and Managed Services Leader, EY Switzerland), and Andrew Zarenski (EY ServiceNow GBS Global Offering Lead), with contributions from Fausto Grelli, Head of Enterprise Service Management at McDonald's.
