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

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

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

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.

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

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.

Operations Planning: which includes defining Objectives, defining-Measures, Process Documentation & Effort estimation.

Operations Control: which covers Daily Management & Incident Management.

Quality Management: that will address Problem Analysis, Corrective Actions & Continuous Improvements.

Automation/Digital: explains what Digital Transformation is and discusses elements of Digital Platforms.

Opportunity Assessment: covers ways to identify services and processes in organizations that could benefit greatly from transformation initiatives. Also discusses techniques for driving incremental improvements as well as breakthrough innovations.

Executing Transformation: includes discussions on setting up a Transformation Program, managing projects, and managing change across the enterprise.

Operational Leadership and Strategy: which includes an explanation of end state back strategy, roadmap to get to Stage 4 GBS and how to design the GBS operating model.

Continuous Improvement Strategy: covers the end-to-end processes re-engineering, intelligent process automation, and how to integrate IT and GBS functions. Finally, we include a section on Analytical Business operations.

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