Professional GBS® Masters Certification Agenda (June 2025 Cohort)

Professional GBS® Masters Certification Agenda (June 2025 Cohort)
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About the Professional GBS® Masters Certification

This program includes five major components: Foundations, Service Management, Operations Management, Transformation Management, and Leadership. Each of these training areas comes with its own professional certification. Successfully completing al five areas, earns a sixth certification: Professional GBS Master. The program is delivered entirely online in the Eastern Time Zone (ET) through live instructor-led virtual classroom training. Each training area includes three classes, lasting 2-3 hours, along with supplemental learning material.

Module 1: Foundations

Tue., June 3, 2025

9:00 am - 11:00 am GBS Overview

GBS Overview: which includes the Business Case for GBS, the History of GBS and an explanation of how the GBS model works.

Thur., June 5, 2025

9:00 am - 11:00 am GBS Implementation

Initial Implementation: which covers possible Business Models and Operating Models for GBS, including Client Management, Service Management and Operations Management.

Tue., June 10, 2025

9:00 am - 11:00 am GBS Processes

Deeper introductions into the roles of responsibilities of Service Management versus Operations Management.

A prerequisite for all GBS Training Modules. Foundations covers all the areas of knowledge that form the basis of GBS practice. This includes an overview of what GBS is, why it is valuable, how it is implemented, how to set up strong processes and operating models and how to target a motivating and compelling end state vision. Students experience two hours of live, instructor-led training per class.

Key questions addressed include:

  • What are the industry standard Professional GBS design elements and language?
  • How can you get 3-5 times more value from GBS?
  • How to make a strong business case for a high powered Professional GBS setup? 

Module 2: Service Management

Thur., June 12, 2025

9:00 am - 12:00 pm Service Fundamentals

Service Fundamentals: which includes an explanation of Running (GBS) as a Business, The Service Management Role and The Brand Building Framework. Students experience three hours of live, instructor-led training followed by additional offline/case study work and office hours.

Tue., June 17, 2025

9:00 am - 12:00 pm Service Design

Service Design: includes an overview of various aspects of Service Catalog Design, Service Fundamentals Design and the definition of the Customer and User groups.

Thur., June 19, 2025

9:00 am - 12:00 pm Service Strategy

Service Strategy: Focuses on the definition of a strong service strategy (Where to play, How to Win, Vehicles, Roadmap and Financials) Client and User Understanding, Joint Business Plans & Business Engagement Management, Service Planning & Allocation and Benchmarking.

Service Management covers all aspects of defining, building and running Services for the business. These topics are critical for running an effective, efficient service organization. This course uses the brand building framework of Who we serve, What we do and How we meet the business need and teaches how to focus on value delivery. Students experience three hours of live, instructor-led training per class.

Key questions addressed include:

  • What structures and designs are needed to run GBS Services as a best-in-class business as opposed to an internal function?
  • How to finally address the matrixed roles of process owners, business unites and users?
  • How to pick the best financial unit and pricing model to offer the best combination of low cost and high business innovation?

Module 3: Operations Management

Tue., June 24, 2025

9:00 am - 12:00 pm Operations Planning

Includes defining objectives, defining measures, process documentation and effort estimation.

Thur., June 26, 2025

9:00 am - 12:00 pm Operations Control

Includes daily management and incident management.

Tue., July 1, 2025

9:00 am - 12:00 pm Process Improvement

Continuous Process Improvement Includes quality management practices that include problem analysis, corrective actions, and continuous improvement.

Module 4: Transformation Management

Tue., July 8, 2025

9:00 am - 12:00 pm Transformation/Automation Platforms

Automation/Digital: This module explains Digital Transformation, focusing on the key elements of Digital Platforms, including integration layers and data flows. It also covers how automation technologies like RPA and AI drive efficiency and innovation within the digital transformation process.

Thur., July 10, 2025

9:00 am - 12:00 pm Opportunity Assessment / Future State

Opportunity Assessment & Future State Definition focuses on identifying services and processes within organizations that are prime candidates for transformation. It explores techniques for driving both incremental improvements and breakthrough innovations, while also addressing the integration of emerging technologies like AI and automation to future-proof these processes and maximize business value.

Tue., July 15, 2025

9:00 am - 12:00 pm Executing Transformation

Executing Transformation covers setting up a successful Transformation Program, managing projects, and driving change across the enterprise. It emphasizes the role of technology in supporting transformation, with a focus on integrating automation and AI to streamline processes and improve organizational agility.

Transformation Management covers all areas of knowledge related to organizational transformation projects, from identifying opportunities ripe for change to effectively managing and delivering on transformation objectives. Key concepts such as the evolution of automation technologies, the integration of AI, and the shift to proactive, intelligent operations are explored in-depth. Additionally, we’ll cover practical strategies for leveraging Machine Learning, Intelligent Process Automation, and other digital tools to drive transformation and maximize business value in GBS.

Key questions addressed include:

  • How do you navigate the complex landscape of process automation technologies and select the right tools for GBS needs?
  • How can you accurately assess and capture the full potential for improvement through automation, and ensure successful execution?
  • How do you lead the transformation of business processes within GBS and across business units, ensuring alignment with organizational goals?
  • What strategies ensure you stay ahead of emerging AI and automation trends, effectively integrating them into your operations for maximum impact?

Module 5: Leadership

Thur., July 17, 2025

9:00 am - 11:30 am Operational Leadership & Strategy

Includes an explanation of end state back strategy, roadmap to Stage 4 GBS, and how to design the GBS operating model.

Tue., July 22, 2025

9:00 am - 11:30 am Continuous Improvement Strategy

Includes end-to-end processes re-engineering, intelligent process automation, how to integrate IT and GBS functions, and analytical business operations.

Thur., July 24, 2025

9:00 am - 11:30 am GBS Future State Strategy & Transformation

Includes Stage 4 GBS and Digital Transformation, the '5E Model' to set up Future state, and how to manage Stage 4 organizational change.

Leadership covers all aspects of GBS Leadership & Strategy, continuous improvement and future state strategy for GBS. It will explain several concepts that are critical for running an effective, efficient GBS organization. Students experience 2 1/2 hours of live, instructor-led training per class.

Key questions addressed include:

  • What are the strategies and techniques top GBS leaders use to create the right support systems at board and CEO levels for a big GBS role?
  • What are the nine leadership capabilities required by all modern GBS leaders?
  • How do you create a plan and a recommendation to take your GBS to the next level ?

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