The Global Benchmark for GBS Leadership
February 2 - March 30, 2027
Developed by Inixia and SSON, The Professional GBS® Certification is the world's leading practitioner-led credential, preparing executives to deliver sustainable transformation and cultural change across the enterprise.
Professional GBS® Masters Certification Agenda (February 2027 Cohort)
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 all 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., February 2, 2027
9:00 am - 11:00 am GBS OverviewGBS Overview: which includes the Business Case for GBS, the History of GBS and an explanation of how the GBS model works.
Thur., February 4, 2027
9:00 am - 11:00 am GBS ImplementationInitial Implementation: which covers possible Business Models and Operating Models for GBS, including Client Management, Service Management and Operations Management.
Tue., February 9, 2027
9:00 am - 11:00 am GBS ProcessesDeeper 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., February 11, 2027
9:00 am - 12:00 pm Service FundamentalsService 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., February 16, 2027
9:00 am - 12:00 pm Service DesignService Design: includes an overview of various aspects of Service Catalog Design, Service Fundamentals Design and the definition of the Customer and User groups.
Thur., February 18, 2027
9:00 am - 12:00 pm Service StrategyService 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 units 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., Feb. 23, 2027
9:00 am - 12:00 pm Operations PlanningIncludes defining objectives, defining measures, process documentation and effort estimation.
Thur., Feb. 25, 2027
9:00 am - 12:00 pm Operations ControlIncludes daily management and incident management.
Tue., March 2, 2027
9:00 am - 12:00 pm Process ImprovementContinuous Process Improvement Includes quality management practices that include problem analysis, corrective actions, and continuous improvement.
GBS Operations Management covers a range of knowledge areas that result in the creation and management of efficient processes to deliver an organization's product or service.
Key questions addressed include:
- What are the core elements of skills, processes and designs needed to deliver best-in-class operations?
- How to hit the ground running and onboard new work from the company into GBS?
- How to drive consistent and reliable continuous improvement in operations across customers, GBS professionals and vendors?
Module 4: Transformation Management
Thur., March 4, 2027
9:00 am - 12:00 pm Digital Transformation/Automation PlatformsAutomation/Digital: explains what Digital Transformation is and discusses elements of Digital Platforms.
Tue., March 16, 2027
9:00 am - 12:00 pm Opportunity Assessment / Future StateOpportunity Assessment & Future State Definition includes the identification of services and processes in organizations that could benefit greatly from transformation initiatives and discusses techniques for driving incremental improvements as well as breakthrough innovations.
Thur., March 18, 2027
9:00 am - 12:00 pm Executing TransformationExecuting Transformation: includes discussions on setting up a Transformation Program, managing projects, and managing change across the enterprise.
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 identify and prioritize the transformation opportunities that will deliver the greatest business value?
- How do you select and apply the right automation, AI, and digital technologies to achieve transformation objectives?
- How do you redesign processes to move from reactive execution toward proactive, predictive, and increasingly autonomous operations?
- How do you lead transformation across GBS and the wider enterprise to ensure adoption, alignment, and sustainable results?
- How do you establish the data, governance, and human oversight needed to scale AI and Agentic AI responsibly and effectively?
Module 5: Leadership
Tue., March 23, 2027
9:00 am - 11:30 am Operational Leadership & StrategyIncludes an explanation of end state back strategy, roadmap to Stage 4 GBS, and how to design the GBS operating model.
Thur., March 25, 2027
9:00 am - 11:30 am Continuous Improvement StrategyIncludes end-to-end processes re-engineering, intelligent process automation, how to integrate IT and GBS functions, and analytical business operations.
Tue., March 30, 2027
9:00 am - 11:30 am GBS Future State Strategy & TransformationIncludes Stage 4 GBS and Digital Transformation, the '5E Model' to set up Future state, and how to manage Stage 4 organizational change.
Leadership covers the capabilities, strategies, and approaches required to lead GBS effectively, drive continuous improvement, and shape the organization's future state. 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?
