Barclay Rae - Erfaren ITSM-konsult och ledare inom IT-support,

Barclay Rae är en erfaren ITSM-konsult och ledare inom IT-support. Han har arbetat med ca 400 ITSM-projekt under de senaste 20 åren, samt inlett livet på verksamheten sidan av det och satt upp och drivit Service Desk. Han har arbetat för ett antal ITSM leverantörer och organisationer. Barclay levererar strategisk ITSM-rådgivning och affärsutveckling samt analyser till ITSM branschen. Han är också aktiv i sociala medier och brinner för behovet av att IT måste ta sig an dagens utmaningar och utnyttja möjlighetern.

IT is now facing a number of new challenges in terms of how it is sourced, bought, delivered and managed - as well as changes in who is actually buying and who is managing the delivery. Over the years we have used the term ‘Service Management' without often really appreciating and practising the true meaning of ‘service', yet we now talk about outsourcing and managing IT ‘services' rather than ‘systems'.

We are now being asked to demonstrate the value that IT delivers and this is difficult using only a systems-based approach. Also, as we continue to manage IT as a commodity and pass out the management and delivery of IT services to 3rd parties, we must be clear on what we mean by ‘Services'.

This session sets out to provide practical tips and guidance in this area and to clear the way for successful service management, service level management, supplier management and improved outsourcing success.

The session will run as a presentation, with a question and answer session. The session is particularly useful for IT Service Managers, Service Delivery Managers and Support managers to get practical advice and knowledge on how to improve the perception of IT , how to show the value that IT delivers and how to build and manage a service supply chain. Service Catalogue concepts and practical tips are also discussed.