LoadingLoadingLoadingLoadingDesign services that hand off cleanly around the clock—queues, scripts, and fairness—not a 24/7 slogan.
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‘We are 24/7’ usually means one tired region plus a vendor. This MSc treats follow-the-sun as a design problem: what must be true in the ticket for the next meridian to act, how language hubs escalate without rewriting the student’s academic record, and how live seminars for a university and live support for a firm share the same clock politics. You will map a student-support journey for GlobalMind University-like operations: tuition-free online learners, identity-checked exams, hubs in ES/PT/HI, English assessment. You will also map a commercial digital service with the same honesty. No ITIL badge is conferred. No UN helpdesk is implied. Seminars rotate so service designers in APAC are not perpetual recording-watchers. Design work uses queue age by meridian, knowledge articles that the next shift can execute, and QA samples that include Spanish, Portuguese, and Hindi contacts. You will rewrite ‘24/7’ until it is a roster. Escalation into an English assessment context is a bright line: student-support language is not a grade. Low-bandwidth support and vendor-versus-in-house coverage are in the operations modules. GlobalMind University’s own student services are a legitimate comparison case, not a claim that GMU is a commercial contact-centre franchise. ITIL remains outside the award. MSc Follow-the-Sun Service Design is taught as one award, not a list of unrelated modules. The published length is 18 months, and the credit total is 36. Students move from Follow-the-Sun Maps that Can Be Staffed through Follow-the-Sun Maps that Can Be Staffed; Queue Age by Meridian; On-Call versus Shift Design; Spanish, Portuguese, and Hindi as Service Languages; Escalation into English Assessment Contexts; Tone, Register, and Hub Quality, and finish on Writing for Operations Boards. Each course has a question, a method, and a submission. In this field, students apply the method of the subject to a defined problem and defend the result. Reading is a core text, a case or dataset, and a critique. The artefact a marker expects is a submission that shows the method, the evidence, and the limit of the claim. The award is built so that a graduate can do the following in practice: Design a handoff artefact a next-shift can execute Specify language-hub escalation without touching assessment records Model queue age by meridian Teaching assumes the student can read a source, attempt a problem before the seminar, and revise after feedback. Attendance at live seminars is part of the design. The capstone or final course must use the methods of the earlier courses; a project that ignores them does not pass. The pages for each course name the topics that are examined. Those topics are the syllabus. A brochure line is not a substitute for them.
Thirty-six credits: service clocks, language channels, knowledge and quality, and a handoff capstone.
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Tuition is free. Examinations are free. There is no exam fee. Study from anywhere in the world.
| Code | Course | Credits · hours |
|---|---|---|
| GMU6101 | Follow-the-Sun Maps that Can Be Staffed Students specify a small system or work, its users, and the interface between parts. The module is Follow-the-Sun Maps that Can Be Staffed.
| 3 |
| GMU6102 | Queue Age by Meridian Students implement or review a component and show how it was tested or critiqued. The module is Queue Age by Meridian.
| 3 |
| GMU6103 | On-Call versus Shift Design Students describe release, failure, and the record an operator or producer would need. The module is On-Call versus Shift Design.
| 3 |
| GMU6104 | Honest 24/7 Language Students deliver a supervised build or design and defend the trade-offs. The module is Honest 24/7 Language.
| 3 |
| Code | Course | Credits · hours |
|---|---|---|
| GMU6105 | Spanish, Portuguese, and Hindi as Service Languages Students specify a small system or work, its users, and the interface between parts. The module is Spanish, Portuguese, and Hindi as Service Languages.
| 3 |
| GMU6106 | Escalation into English Assessment Contexts Students implement or review a component and show how it was tested or critiqued. The module is Escalation into English Assessment Contexts.
| 3 |
| GMU6107 | Tone, Register, and Hub Quality Students describe release, failure, and the record an operator or producer would need. The module is Tone, Register, and Hub Quality.
| 3 |
| GMU6108 | When a Hub Must Not Touch a Grade Students deliver a supervised build or design and defend the trade-offs. The module is When a Hub Must Not Touch a Grade.
| 3 |
| Code | Course | Credits · hours |
|---|---|---|
| GMU6109 | Articles that Survive Offset Students specify a small system or work, its users, and the interface between parts. The module is Articles that Survive Offset.
| 3 |
| GMU6110 | QA Sampling across Regions Students implement or review a component and show how it was tested or critiqued. The module is QA Sampling across Regions.
| 3 |
| GMU6111 | Vendor versus In-House Coverage Students describe release, failure, and the record an operator or producer would need. The module is Vendor versus In-House Coverage.
| 3 |
| GMU6112 | Accessibility of Support on Low Bandwidth Students deliver a supervised build or design and defend the trade-offs. The module is Accessibility of Support on Low Bandwidth.
| 3 |
| Code | Course | Credits · hours |
|---|---|---|
| GMU6113 | Journey Mapping Studio Students specify a small system or work, its users, and the interface between parts. The module is Journey Mapping Studio.
| 3 |
| GMU6114 | Metrics that Do Not Hide One Tired Region Students implement or review a component and show how it was tested or critiqued. The module is Metrics that Do Not Hide One Tired Region.
| 3 |
| GMU6115 | Writing for Operations Boards Students describe release, failure, and the record an operator or producer would need. The module is Writing for Operations Boards.
| 3 |
| GMU6116 | Capstone: Follow-the-Sun Service Redesign Students deliver a supervised build or design and defend the trade-offs. The module is Capstone: Follow-the-Sun Service Redesign.
| 3 |
Modules are assessed through a published mix of coursework, applied projects, and examinations. Exam windows are announced in advance so students in other time zones are not forced into overnight sittings. Alternative arrangements are available where documented.
The published duration is 18 months. Teaching language: English (ES/PT/HI support hubs do not change the language of assessment unless a bilingual pathway is stated). Actual time-to-complete depends on mode and any recognised prior learning.
This is a fully online award. You study from your country. No student visa and no campus relocation are required.
Degree tuition for this award is published as £0 / tuition-free on the online pathway. Examination or administrative fees may apply at checkout — never an annual tuition invoice. Check the Fees page for any extras.
Requirements are grouped on this page (academic, English, documents). Equivalent qualifications are considered. English may be waived after prior English-medium study.
Assessment is typically a mix of coursework, projects, and examinations. Doctoral awards include a thesis or dissertation and an oral examination. Details sit in the programme specification and module outlines.
Recognition of the award for local employment, professional licence, or ministry attestation is decided by your employer or regulator. GlobalMind University publishes verification pages for certificates. We do not claim automatic equivalence in every country.
Start an application on this website. Progress is saved from the first step. Admissions: admissions@gmuniv.com.
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