About APEX GBS Standards
The APEX GBS Standards document is a comprehensive guide developed by the Alliance for Professional Excellence in Global Business Services. It provides best practice models and approaches to help organizations optimize their GBS operations and drive business value. This living document captures the collective wisdom of GBS industry leaders, offering a roadmap for organizations at various stages of GBS maturity.
Introduction
The Introduction sets the stage for understanding the GBS Construct and its evolution. It defines GBS, explains its recent importance, and introduces the spectrum of GBS maturity. This chapter provides context for why GBS standards are crucial now and outlines the approach taken in creating this document.
Chapter 1
GBS Purpose and Approach
This chapter outlines the fundamental purpose of GBS and its unique capabilities. It explores the GBS Construct, its cross-cutting benefits, and introduces the APEX GBS Standard Maturity Levels. Essential reading for understanding the strategic value of GBS in modern organizations.
Key topics covered:
Defining GBS and its evolution
The GBS Construct and its components
Cross-cutting capabilities and benefits of GBS
APEX GBS Standard Maturity Levels
Chapter 2
Service Delivery Operations
Focusing on operational excellence, this chapter delves into the GBS Service Delivery Operations Management Model. It covers process streamlining, experience management, sourcing strategies, and automation in GBS operations, providing a comprehensive guide to optimizing GBS service delivery.
Key topics covered:
GBS Operations Process Streamlining
GBS Operations Experience Management
GBS Operations Sourcing
GBS Operations Automation
GBS Operations Processes
Chapter 3
Service Management Model
This chapter explores the GBS Service Management Model, detailing how to organize and manage GBS services effectively. It covers service catalogs, solutions, and scope, providing insights into creating value through GBS services as organizations mature.
Key topics covered:
GBS Service Management Model principles
GBS Catalog, Solutions, Services, and Scope
Cost Management in GBS
Business Partnering and Customer Relationship Management
Innovation Management in GBS
Chapter 4
Enabling Through Technology/Automation
Focusing on the critical role of technology in GBS, this chapter explores the GBS Technology Maturity Model. It covers business, data, application, and technology architectures, providing guidance on leveraging technology for GBS success and digital transformation.
Key topics covered:
GBS Technology Maturity Model
Business Architecture in GBS
Data Architecture and Management
Application Architecture and Automation
Technology Architecture and Integration
Chapter 5:
GBS Talent
This chapter addresses the unique talent management challenges in GBS. It covers recruitment, retention, learning and development, workforce management, and talent data management strategies. Essential reading for building and maintaining a high-performing GBS workforce.
Key topics covered:
GBS Talent Model
Recruiting and Retention Approaches
GBS Learning and Development
GBS Workforce Management
GBS Talent Data Management
Free Downloads
Please fill in your contact details below. You will then be taken to a page where you can download the Introduction and Chapters listed above.
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, Filippo Passerini, Mattijs Backx, Robert Weltevreden, Steve Rudderham, Dr. Sumit Mitra, Tony Saldanha, Dr. Turan Sahin, Vasanthi Chalasani.
Contributors
Barbara Hodge, Christine Dauenhauer, David Cohen, Kip Fanta, Naomi Secor, Richard Lancaster.