Professional GBS® Masters Certification Agenda (September 2025 Cohort)

Professional GBS® Masters Certification Agenda (September 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., September 9, 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., September 11, 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., September 16, 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., September 18, 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., September 23, 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., September 25, 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., September 30, 2025

9:00 am - 12:00 pm Operations Planning

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

Thur., October 2, 2025

9:00 am - 12:00 pm Operations Control

Operations Control: which covers Daily Management & Incident Management.

Tue., October 7, 2025

9:00 am - 12:00 pm Continuous Process Improvement

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

GBS Operations Management covers a range of knowledge areas that result in the creation and management of efficient processes to deliver an organisation's product of 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., October 9, 2025

9:00 am - 12:00 pm Automation / Digital

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

Tue., October 14, 2025

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

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.

Thur., October 16, 2025

9:00 am - 12:00 pm Executing Transformations

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

Transformation Management covers all the areas of knowledge related to organizational transformation projects. From identifying opportunities ripe for transformation, to being able to manage projects and successfully deliver on the objectives., all key concepts are discussed. We will also cover important technologies that are key to automation and Digital Transformation efforts. Students experience three hours of live, instructor-led training per class.

Key questions addressed include:

  • How to sort through the confusing technology options for process automation and pick the right tool for the right job in GBS?
  • How to figure out the total opportunity for improvement using automation and to execute against it successfully?
  • How to master the transformation of business processes and organizations - both within GBS and in the business units?


Module 5: Leadership

Tue., October 21, 2025

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

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.

Thur., October 23, 2025

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

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.

Tue., October 28, 2025

9:00 am - 11:30 am GBS Future Strategy

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.

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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