How ServiceNow Is Powering the Next Generation of Global Capability Centres

Posted on January 8, 2026 Virtuxient Technologies

One of the most significant changes in the history of Global Capability Centres (GCCs) is underway. GCCs are becoming key hubs for innovation, digital transformation, and enterprise-wide value generation, having previously been primarily seen as cost-effective offshore delivery units. Technology platforms that can streamline workflows, integrate AI, and enable real-time governance are in high demand as businesses expand internationally and operational complexity within the organization increases.

Amidst this scenario, ServiceNow is becoming a fundamental platform that will drive the GCCs of the future. So, through this blog, let’s check out how ServiceNow is powering the next generation of GCCs.

The Rise of Global Capability Centres as Strategic Assets

To put it simply, an internal facility created by multinational corporations to provide essential business services, including IT, finance, HR, analytics, customer experience, dynamic digital innovation and AI-led services, is known as a global capability centre.

Industry projections from NASSCOM and the India Brand Equity Foundation state that today India is home to 45% of the world’s GCCs, and that by the Year 2030, there will be more than 4.5 million workers in GCCs.

This expansion is indicative of a profound change. GCCs are no longer solely established for cost arbitrage or operational efficiency. Businesses now depend on them to:

• Lead projects for enterprise transformation
• Develop the modern-day AI and digital skills
• Serve as centres of excellence for development and innovation.

As GCCs take on these expanded responsibilities, legacy tools and fragmented systems are unable to fulfil modern-day demands. The modern-day business needs for unified systems and platforms, AI-driven automation, and scalable governance models has never been greater than it is today.

Why Is Technology Central to the Next-Gen GCC Model?

As we speak, GCCs operate across borders, legal frameworks, and commercial domains. Consistency, visibility, compliance, and employee experience become problematic as a result. GCCs need the following to operate as strategic partners, as opposed to operational back offices:

• Workflow integration, right from the start to the finish
• Automation across functions made possible by AI
• A cohesive perspective on performance, operations, and compliance
• Smooth interaction between local operations and global enterprise systems

This is the exact situation in which ServiceNow’s AI platform and digital workflow are revolutionary.

ServiceNow’s Expanding Role in the GCC Ecosystem

From an IT service management platform, ServiceNow has gradually evolved into a holistic AI-powered digital workflow platform that connects systems, people, and processes across the company. As organisations work to standardise their operations while delivering innovation, the significance of GCCs has increased significantly.

ServiceNow’s strategic alliance with ANSR(a worldwide expert in creating and expanding GCCs) is a significant turning point in this process. This partnership, announced in October 2023, aims to enable GCCs on the Now Platform and address one of the sector’s significant issues: scalable service delivery and a skilled workforce.

As a component of this collaboration:

• Over 60 GCC countries will have ServiceNow Centres of Excellence (CoEs), and 3,500 professionals in India will receive ServiceNow technology training.
• ANSR will use ServiceNow to re-platform their internal GCC service delivery.
• Now, Assist and ServiceNow’s generative AI features will be part of the deployment.

ServiceNow’s Ecosystem Ventures program, established in 2023 with the goals of accelerating partner expansion, expanding skilled talent pools, and promoting broader ServiceNow adoption worldwide, supports this endeavour.

Re-Platforming GCC Service Delivery

ANSR is providing over 40,000 GCC employees with an integrated service-delivery experience by re-platforming its internal GCC operations with ServiceNow. The strategy will help reduce silos and increase service accessibility by consolidating HR, finance, IT, and workplace services onto a single platform.

Particularly significant is the incorporation of Now Assist (Generative AI), which is beneficial in:

• Cutting down on the amount of time spent on routine operational duties
• Boosting output for all service teams
• Providing quicker, more precise answers
• Improving the general experience of employees

GCCs are smoothly transitioning from manual service delivery models to intelligent, self-optimizing operations, as reflected in this AI-first strategy.

1Hub: The World’s First AI-Powered GCC Operations Platform

1Hub, an AI-led command-and-control platform created by ANSR in partnership with ServiceNow, further solidifies ServiceNow’s position in the GCC ecosystem. 1Hub was created especially for the $50 billion GCC market and is based on the ServiceNow AI Platform.

What Is Unique About 1Hub?

• 1Hub serves as an operations layer that is “always-on” and
• HR, financial, and operational operations can be automated with ServiceNow AI agents.
• It serves as a single control tower for performance, security, and compliance.
• Provides real-time intelligence from around the world.
• Connects local GCC-specific workflows with global corporate systems

Organisations can set up fully integrated GCCs in under 45 days with 1Hub, which has already onboarded over 10,000 customers. This is a considerable reduction when compared to usual timetables.

Also, its GCC Control Tower enables business leaders to track operational metrics in real time and benchmark performance against industry standards, making governance data-driven rather than reactive.

AI-First GCCs: From Experimentation to Scale

A larger trend in the sector is shown in the introduction of platforms such as 1Hub. Within GCCs, businesses are transitioning from AI experimentation to large-scale operationalization. GCCs are positioned as flexible, future-ready operating models thanks to ServiceNow’s agentic AI capabilities, which enable workflows to learn and improve continuously.

The prevailing market trends, such as Infosys’ AI-first GCC model, which aims to turn GCCs into AI-driven operational hubs, thereby further supporting this change. Taken as a whole, these advancements indicate that the next stage of GCC growth will rely heavily on AI-enabled platforms.

Why ServiceNow Is Critical to the Future of GCCs

Several key advantages fuel ServiceNow’s expanding presence in the GCC environment. Some of them are:

• Integrated digital processes across departments and geographical areas
• Automation and scalable AI are integrated into daily tasks
• Robust ecosystem collaborations that tackle adoption and talent issues
• Capabilities for enterprise-level governance and ensuring compliance

Therefore, we can clearly see that ServiceNow is redefining how GCCs are constructed, grown, and run by fusing modern-day technology with ecosystem investments and workforce empowerment.

In conclusion

Global Capability Centres are becoming strategic engines helping in innovation, agility, and digital transformation rather than optional additions to business operations. The platforms that enable GCCs must evolve as they assume increasingly complex and valuable functions.

Also, we can say that ServiceNow is becoming a key component of next-generation GCCs thanks to its AI-powered Now Platform, strong alliances with institutions like ANSR, and innovation like 1Hub. ServiceNow is helping business houses realize the full potential of their GCCs by facilitating intelligent automation, unified service delivery, and real-time governance.

The future of global enterprise operations will be determined by platforms like ServiceNow that seamlessly integrate AI, processes, and ecosystem collaboration as the GCC landscape continues to grow and develop.