Barclay Rae
Let's demonstrate IT value - not just what we do.
By Barclay Rae, Managing Director, Barclay Rae Consulting
Short Bio of the speaker
Barclay Rae is an experienced ITSM mentor and business manager. He has worked on approximately 400 ITSM projects over the last 25 years, as well as starting life on the operations side of IT, setting up and running Help/Service Desks. Barclay has worked for a number of ITSM organisations, as well as running consultancy company e2e for 10 years. He delivers strategic ITSM consultancy, mentoring and business development, as well as media analyst services to the ITSM industry. Barclay is the writer and presenter of ITSMTV and also participates in the ITSM Rest of the World weekly podcast.
Summary of the session
In IT we are constantly being pushed to reduce costs and increase service quality. At the same time we face more threats from new commercial models and technologies like Cloud and more versions of outsourcing. We also are told that our reports and statistics are of no interest to our businesses and customers and it’s also hard to get them interested in Service Level Management (SLM). How can we solve these issues?
This presentation looks at how to take basic reporting and turn this into value based business information – so that IT can report on how it serves the business rather than just what it(IT) does. The focus is in good SLM, Service Definition and Business Relationship Management – all underpinned by a relevant Service Catalogue. The session also explores how we can get more value form ITSM and ITIL ore quickly that we have previously thought and how we need to get moving to implement ‘Fast ITSM’ – i.e. the industry won’t wait for us to catch up on demonstrating value…
The session and content is based on the presenters experience of over 400 projects and many recent SLM projects.
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