NextWave Global business services

NextWave GBS leads digital enterprise transformation

Historically, organizations transferred transactional, repetitive, process-based work to functional shared service centers created to reduce costs through scale and labor arbitrage. More recently, these centers have been bundled into Global Business Services (GBS), with the remit continuing to be driving productivity and standardization.

The COVID-19 pandemic was the perfect storm to raise GBS expectations and drive both increased spend on technology modernization as well as attention to service excellence. GBS organizations accelerated their pivot to remote operations. They are also accelerating build out of digital capabilities to drive automation at scale, enhance performance, and increase agility in view of a constantly evolving environment.

By combining EY business-led services with ServiceNow’s cloud-native platform for orchestrating workflows across the enterprise, the EY NextWave GBS offering supports our clients to adopt silo-free operating models, capturing the benefits of lean, measurable, and automated end-to-end processes, and services and solutions to help deliver greater agility, higher speed, more digital competence and an enhanced customer and employee experience.

How EY can help 

The EY NextWave GBS offering creates a paradigm shift and turns GBS into the transformation engine for the enterprise. Digital service management enabled by ServiceNow’s platform is a foundational capability of NextWave GBS. 

NextWave GBS outcomes are:

1. Efficiency: By moving away from siloed functional cost cutting to capabilities as a service that extend impact beyond GBS and leverage investments in automation, e.g., supported by artificial intelligence (AI).
2. Insightfulness: Improves decision-making and decreases business risks through the more accurate, timely, transparent, and actionable insights delivered by digital service management.
3. Customer centricity: By shifting focus from processes (what we produce) to designing end-to-end services (value to the customer) orienting GBS to design and help deliver exceptional customer experience.
4. Digital transformation engine: Increasing enterprise impact by driving digitization across functions and business units and freeing up business capacity to support a greater focus on business transformation and growth.

Key features supporting tailored value creation

The ServiceNow platform provides state-of-the-art digital service management capabilities to deliver experience, and enable scale and service innovation, thereby enhancing GBS performance. This strengthens the GBS brand.