About APEX GBS Standards Version 2
The APEX GBS Standards document is a comprehensive guide developed by the Alliance for Professional Excellence in Global Business Services Standards Committee. This practical resource defines the GBS Construct as an operating system that delivers enterprise-level competitive advantage through scale, improved services, agile operations, process transformation, and digitally enabled innovation. Created by pioneering GBS practitioners, the standards provide actionable models and approaches for organizations to transform their Global Business Services from cost centers into strategic enablers, addressing the critical "how" of GBS transformation while organizations build the plane while flying it.
Version 2 represents a significant expansion of the original standards, responding to overwhelming industry demand for deeper guidance. Major additions include comprehensive coverage of Artificial Intelligence implementation in GBS operations, a new chapter on Data and Decision Capabilities that positions GBS as the enterprise data champion, and enhanced content throughout all chapters. New practical guidance covers starting a GBS organization from scratch, leveraging Global Capability Centers (GCCs) for higher value creation, empowering service managers to operate as "CEOs" of their service lines, and helping GBS practitioners navigate successful career paths in this rapidly evolving field. This iterative, living document continues to evolve with contributions from the global GBS community, maintaining its commitment to open, unaffiliated, practitioner-led standards development.
Introduction
The Introduction establishes the strategic value of the GBS Construct through practical examples and evolution. It distinguishes between GBS as an organisation versus a comprehensive operating system, explains its growing importance in today's rapidly changing business environment, and introduces the spectrum of GBS maturity. The chapter addresses the practical challenges leaders face in transformation, outlines the document's iterative approach, and highlights Version 2's significant additions including AI and data capabilities content.
Chapter 1
GBS Purpose and Approach
This chapter establishes the GBS Construct as an operating system for delivering enterprise competitive advantage. It distinguishes between the GBS Construct and organisational structures, explores cross-cutting capabilities, and introduces the APEX GBS Standard Maturity Levels. The chapter provides practical guidance for starting or rechartering GBS organisations through five key principles.
Key topics covered:
Defining the GBS Construct versus GBS organisations
Cross-cutting capabilities driving enterprise value
Five principles for building new GBS organisations
APEX GBS Maturity Levels from Piecemeal to Next Generation
Value targeting and measurement approaches
Chapter 2
Service Delivery Operations
This chapter presents Service Delivery Operations as the strategic "supply chain" of the GBS construct, demonstrating how to create competitive advantage through operational excellence. It introduces four interconnected levers (Process Streamlining, Experience Management, Operations Sourcing, and Automation) implemented through three core processes (Operations Strategy, Operations Control, and Continuous Improvement). The chapter notably explores the evolution from traditional shared services to Global Capability Centers (GCCs) as innovation hubs.
Key topics covered:
The GBS Operations Management Model as strategic supply chain
Process Streamlining through standardisation and centralisation
Experience-led operations and user-centric service delivery
Sourcing strategies including the GCC evolution
Automation principles and citizen development
Operations processes: Strategy, Control, and Continuous Improvement
Chapter 3
Service Management Model
The Service Management Model represents the operational heart of the GBS Construct, defining how individual services are organized, delivered, and continuously improved within the broader GBS framework. This chapter examines the fundamental shift from mandated service delivery to demand-driven business operations, where services evolve from cost centers to strategic value creators. Through practical frameworks and real-world applications, it establishes how service managers must transform from operational executors to business owners who act as "CEOs" of their service lines, accountable for both operational excellence and enterprise value creation.
Key topics covered:
GBS Service Management Model Principles
GBS Catalog, Solutions, Services, and Scope
Push vs. Pull Service Delivery Models
Customer vs. User Engagement Strategies
Service Line Design and Launch Methodology
Service Capability Maturity Assessment
Innovation Management and 10X Disruption
Benchmarking and Performance Management
Chapter 4
Enabling Through Technology/Automation
Exploring how data, technology, and automation enable GBS transformation, this chapter presents the GBS Technology Maturity Model and comprehensive frameworks for AI implementation. It covers enterprise architecture layers, provides practical approaches to technology-driven transformation, and offers detailed guidance on leveraging AI for sustainable business value.
Key topics covered:
GBS Technology Maturity Model (Built on TOGAF)
AI Implementation in GBS (8-Step Framework)
Technology-Driven Business Transformation Model
Enterprise Architecture Layers (Business, Data, Application, Technology)
Best Practices and Challenges in Digital Transformation
Chapter 5
GBS Talent
This chapter addresses the unique talent management challenges in GBS from multiple perspectives. It explores how organisations build enterprise-wide talent strategies, how individuals navigate successful GBS careers, specific considerations for offshore professionals, and preparation for an AI-driven future. Essential reading for both GBS leaders and professionals at all career stages.
Key topics covered:
The Enterprise View: Building comprehensive talent strategies
The Individual's View: Career personas and navigation (Expert, Leader, Adapter, Interpreter)
The Offshore View: Global leadership development from offshore locations
The Future View: AI-driven talent management and workforce transformation
Talent data management as the foundation for all talent processes
Chapter 6
Data and Decision Capabilities
This chapter examines how GBS organisations can transform from data custodians into strategic enablers by addressing fundamental data challenges across the enterprise. It explores the journey from establishing data readiness through analytics capabilities to delivering actionable insights, positioning GBS as the natural leader for enterprise-wide data governance and management. Essential for GBS leaders seeking to drive data-driven transformation.
Key topics covered:
Data Ownership and Accountability: Defining clear roles for owners, stewards, and custodians
Data Completeness and Accuracy: Implementing the six dimensions of data quality at source
Data Governance Framework: Creating proactive compliance across multiple regulatory layers
The Data Marketplace: Building enterprise data platforms for democratised access
The Evolution Journey: Progressing from Data Readiness through Analytics to Strategic Insights
Building Data Quality Culture: GBS-specific strategies for embedding data excellence
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Get Involved
APEX GBS offers various ways to engage with the GBS Standards. We welcome contributions from the GBS community to help us continually improve and expand these standards.
Ways to Contribute
Content writing and editing
Community management
Events management
Technical support
Communications
To get started, please fill out our volunteer form or contact us directly at info@apexgbs.org.
Acknowledgements
Committee Members
Ajay Anand, Angela Mangiapane, Deborah Kops, Filippo Passerini, Mattijs Backx, Robert Weltevreden, Shane Abeyratne, Steve Rudderham, Dr. Sumit Mitra, Tony Saldanha, Dr. Turan Sahin
Contributors
Barbara Hodge, Bas Kleinveld, Carlos Ruiz Puga, Christine Dauenhauer, David Cohen, Kip Fanta, Naomi Secor, Maciej Piwowarczyk, Mohan Thadani, Richard Lancaster, Tim Palmer, Vikas Gopal