For practitioners
Service Management Training
At a glance
| Fee | Priced for your team. Ask us for a quote. |
| Length | Tailored to your team. |
| Format | Highly interactive and practitioner-led. One of the five core modules of the Professional GBS® Certification. |
| Next date | On dates agreed with your organization. |
The Problem with How GBS Manages Its Services
Most GBS organizations are good at running processes. They are less good at managing services.
Running a process means getting the work done accurately and on time. Managing a service means understanding what the business needs, designing the service around it, measuring the value it delivers, and improving it. Without the second, GBS is efficient but strategically irrelevant.
What This Course Covers
One of five core modules of the Professional GBS® Certification, delivered with SSON and MIP, Politecnico di Milano’s graduate school of management. It is built around running GBS as a business, in three areas:
Service fundamentals. Operating GBS with commercial discipline: governance, standards and performance expectations.
Service design. A service portfolio that reflects real business needs, with pricing, benchmarking and a clear service catalog.
Service strategy. Working with customers, not just for them: engagement models that make GBS a strategic partner.
What Participants Leave With
How to define a service portfolio around what the business needs, design SLAs around business outcomes rather than operational metrics, and manage a service from design to retirement.
How to gather and act on customer feedback, and how to show senior stakeholders the value GBS creates.
Who Should Attend
For GBS leaders and service owners raising their function’s strategic impact, operations managers moving beyond transactional efficiency, and transformation professionals redesigning the GBS operating model.
Questions people ask
About this course
Who is it for?
Anyone responsible for the design, management or improvement of GBS services: GBS leaders and service owners, operations managers, and transformation professionals redesigning the GBS operating model.
What does it cost?
Priced for your team. Ask us for a quote.
How long is it?
Tailored to your team.
When is the next one?
On dates agreed with your organization.
How do I book?
Ask us about running it for your team.
Can my team attend together?
Yes. It is delivered as custom training for your team.
In their own words
“Taking this course from a leader like Filippo Passerini was a priceless experience. The instructors get you involved in every single session, and you learn strategies that are not taught anywhere else.” Ali Emir Marasligil, EPAM Systems
“It is not about recommending this course. It is mandatory.” Ilana Vorster, The Estee Lauder Companies
“A great way to build the skills to make you successful in the eyes of your executive team.” Dan Rose, Novartis Business Services
“All top-notch experts who achieved true excellence in GBS. We are already applying what we learnt from them to our own transformation journey.” Federico Cerisoli, Louis Dreyfus Company
Twenty minutes. One expert. Your problem.
Tell us where you are and leave with a clear view of your next step.