1. ITSM Goodness Services
Connect IT Services & Business Performance
Simple - Straightforward - Successful
ITSM Goodness is a highly effective, real-world approach developed by ITSM industry expert Barclay Rae. A simple and
practical format, it supports you to quickly and effectively achieve success with ITSM.
Choose from a series of fast and inexpensive services to help kick-start and energise your projects and service
operations through dynamic workshops, laser-consulting and highly experienced mentoring.
The 7 Steps
to ITSM Goodness
1 2 3
Engage and listen to Build a service Invest in the service
customers structure based on desk, the focal point
business outcomes and flagship of IT
Start by trying to understand the customer Services trump SLAs, so build a picture of It needs quality and investment to make it
experience and expectation of IT what you are delivering across IT work for the whole of IT
4 Get Problem
Management
working
This is the game changer that
most organizations still struggle
5 Report on
the useful
stuff
Stop producing piles of reports
that nobody likes or reads;
6
Get all of IT
working
together
It’s not just about the service
desk; everyone must play a part
7 Change
and sell the
pitch
Success needs to be
communicated and
with. It requires the right person report on services and on what’s and this needs to be made clear marketed – continuously
more than a good process important for the customer and and managed with governance
business (not what IT does)
Full details and free materials available at www.barclayrae.com/itsm-goodness
‘Barclay took our ideas and put them into a really effective, dynamic structure that helped us to
move forward as well as become self-sufficient and sustainable long term. Feedback from stakeholders
has been excellent. Thank you Barclay!’
IT Service Manager

2. ITSM Goodness Services
What’s involved?
ITSM Goodness Workshop
1-2 days for 10-20 people
• Role-play and game-based simulation to highlight your ITSM issues and impact across a department
• Review your communications styles in order to highlight the value of good communications in Service
Management
• Discuss and workshop your issues and provide feedback, analysis and recommendations for
improvement - this includes action plans - on all aspects of ITSM and service delivery, service desk,
ITSM processes, structure, roles and tools
• Includes a short report based on our observations, with recommendations for action
Benefits
A very quick and high-energy review and action planning exercise. Brings greater shared awareness and understanding
of issues and their causes as well as provides expert industry input and ideas on how to solve these moving forward.
ITSM Goodness - Kick Start
5-10 days Service Review and recommendations + workshops
• Current State Analysis of your organisation
• ITSM Goodness Workshop
• ITSM Health Check- interviewing 20-30 staff and customers
• Service Strategy and Design Workshop
• Consultancy report - SWOT, ITSM review and customer feedback, issues and options plus recommendations
Benefits
This service includes a full set of recommendations and analysis, based on consultancy review and structured questions,
as well as the injection of momentum and consensus from the initial workshop. We provide you with clear and useful
guidance on how to engage with customers successfully to make service design and delivery work - e.g. with effective
reporting, SLA monitoring etc. Completed on-site (subject to availability of staff) – approximately 5–10 days based on the
scale and geographical spread of the organisation.
ITSM Goodness Mentoring
Barclay Rae Consulting provides regular and ongoing support - at the appropriate level depending on your needs - for
your project. This varies from simple personal mentoring (e.g. for a SD manager, ITSM project leader) to full on-site
facilitation and delivery of specified tasks. In all cases our approach is to hand over skills and knowledge at the earliest
opportunity to you and your organisation to let you get on with the job and deliver great service.
Contact: Amanda Cruise - amanda@barclayrae.com
Call: +44 (0) 207 993 4354
Visit: www.barclayrae.com
All content is copyright to Barclay Rae 2013