Barclay Rae Email and Phone Number
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My experience covers many 100s of service improvement projects, mainly in IT Service Management, but also in CRM, Contact Centre and other service delivery areas.I'm a member of the ITIL Architect team - currently working on ITIL research outlut. I was Lead Editor on the Create, Deliver and Support publication and co-author of ITIL 4 Foundation. Previously I also co-authored the ITIL Practitioner programme and am also a co-author of the SDI Service Desk Certification standard.I have a long-standing relationship with SDI as an associate, delivering consultancy and auditing. I have also been voted on the HDI 'top 25 thought leaders' list in 2024 and from 2017 - 2022.I was CEO at itSMF UK from 2015-18 - re-defining the portfolio and brand. i was awarded the itSMF UK Paul Rappaport Lifetime Achievement Award in November 2023.I work with CDW UK on service management/ESM development. I'm also the co-host of the Enterprise Digital podcast.I am always looking for new adventures. Since the early 90s I have worked as a management consultant, plus owned and been involved in running consultancy and IP-based organisations. My focus is in helping individuals and organisations through change successfully, regardless of tools or methodology, and always developing new approaches and ways of delivering this.I provide strategic consultancy directly and through partner channels - I'm an associate of SDI and other ITSM organisations. I also deliver workshops for UCISA and provide written content for several major ITSM vendors. I operate as an independent with associates, carrying our short assignments with organisations to help improve service. I'm also delighted to offer a number of areas of work directly as virtual offsite or on-demand services.I'm also involved in the media side of the industry, writing and presenting papers and webinars, plus presenting podcasts and ITSM industry interviews.Specialties: Strategic consulting for service organisations Board level (NED) supportConsultancy TrainingWorkshops & presentations, event facilitation Media presentation Product and service development Management mentoringCreation of IP and marcomms content Reviews and assessments Project consulting Development of Service Metrics - the 'OXM' SLM/SLA/Service Catalogue facilitation Procurement
The Service Desk Institute (Sdi)
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Associate Consultant And AuditorThe Service Desk Institute (Sdi)London, Gb
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Consultant, Author, Md/Business Owner, Podcaster, MentorBarclay Rae Consulting Ltd Aug 2010 - PresentLondon, United KingdomI run a niche ITSM consulting business. We deliver independent consulting services for a portfolio of companies. We work directly with our clients and through trusted partners. Most of our consulting work involves short reviews, workshops and strategic guidance, covering service improvement, procurement and project steering. We deliver short packages of work to 'kick start' key ITSM areas such as Service Desk, Service Catalogue, Metrics, Experience Managenment, CSI, AI and DevOps. See www.barclayrae.com for more information. I deliver auditing and consulting as an associate of the Service Desk Institute (SDI) as well as working on the development of SDI certification standards. This includes SDA and SDM training standards, plus the SDC (site certification) standard. I am part of the PeopleCert/Axelos ITIL Product Managment team, for ongoing development of ITIL. I was part of the ITIL4 Architect team and Lead Editor on the 'Create, Deliver and Support' publication. I am also a co-author of the ITIL Practitioner Programme and guidance. I was CEO for ITSMF UK 2015 - 2018. This included developing new partnerships and services, as well as operational management. I was also a board member of itSMF UK from 2015 to 2020.I received the itSMF UK Paul Rappaport lifetime achievement award in 2023. I've been voted in the top 25 HDI Thought Leaders 2017 - 2024.I've authored and regularly deliver a Managment Consultancy training course.I write blogs, research and write white papers on ITSM topics for a variety of industry organisations and vendors - sometimes as paid work. I have no commercial sales interests with these organisations. I currently work with CDW UK in a SME capacity. I have also been involved with ITSM media, currently co-hosting the Enterprise Digital Podcast, plus been presenter of ITSMTV and a host of the ITSM Rest of the World podcast. -
Senior Advisor - ItilPeoplecert Sep 2022 - PresentI am a part of the ITIL product team, working on the broad development and promotion of ITIL and Service Mangement across the IT industry and beyond. -
Co HostEnterprise Digital - The Podcast Mar 2021 - PresentThe WorldThe Enterprsie Digital Podcast explores the use of Service Management knowledge and practice, beyond IT and technology. Presented and by Barclay Rae and Ian Aitchison, the podcast is an independent exploration of all aspects of Service Management - people, culture, tools, pracrtices, automation and more. Each eiposde features an industry guest - practitioner, author, consultant, analyst, technologist - who brings their thinkning and angle to the conversation.We also have developed a bar which shows the favoured tipples of all our guests... -
Service Management Associate ConsultantCdw Uk Apr 2021 - PresentI am currently working with CDW UK in an associate cpacity, working with clients as needed for advisory and facilitation services on service management (ITSM and ESM). -
Associate Consultant And AuditorThe Service Desk Institute (Sdi) Aug 1994 - PresentI work with SDi as an associate and have done so in various ways since the early 90s. I deliver certification audits, consultancy and workshops as required. I also contribute to the development of SDI standards, including the global best practice standard for service desks.
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Professional Services DirectorThe Service Desk Institute (Sdi) Jan 2005 - May 2008My role coveredDevelopment of HDI / SDI services and productsDevelopment and Delivery of consulting and certification servicesDelivery of Executive Forums and Service Futures GroupBusiness Strategy as part of the Management Team
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Board MemberItsmf Uk Sep 2015 - Sep 2020London, United KingdomCo-opted board member -
CeoItsmf Uk Oct 2015 - May 2018BracknellI was CEO for ITSMF UK - Oct 2015 - May 2018. My role was to lead the team and help transform the ITSMF UK Business, develop new services and partnerships - all to reflect Professionalism in Service Management. This included the PSMF programme and a number of new services and sub-brands. I also launched the itSMF UK commercial subsidiary - EssentialSM, which is a consultancy and ideas development company.
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DirectorEssentialsm Nov 2017 - Aug 2020UkResponsible for setting up and delivering new consultancy and Industry products. EssentialSM provides short focused consultancy services both to itSMF UK Members and the wider ITSM industry.
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Itil 4 Author / Architect / EditorAxelos Global Best Practice Jun 2015 - Jun 2019I worked with Axelos on the development of ITIL, intially as a co-author on the ITIL Practitioner publication, then as part of the architect team for ITIl 4 Foundation - book and exams. I also was lead editor and co-author on the ITIl 4 Create Deliver and Support (CDS) publication. -
Head Of Axios Global Services (Ags)Axios Systems May 2008 - Aug 2010Leading the Axios Global Services (AGS) team of consultants, trainers and PMO, delivering ITSM projects using assyst. Responsible for all project implementations, plus the strategy, development and quality of professional services.Improved consulting performance and contribution, introduced new services and methodology, plus delivered strategic input to Axios market position. -
Md / OwnerE2E Customer Services Ltd Oct 1995 - Dec 2004Initially partnership then took full ownership in 2000Developed consultancy approach and products. Involved in all business development, branding, marketing and sales development..Strategic consultancy and programme management - involved in most of the 250+ projects delivered by e2e.
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Helpdesk ManagerScottish Mutual Jun 1989 - Aug 1994Ran corporate IT HelpdeskImplemented ITSM tools and processesRaised HD profile and value
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Computer Operator / Shift LeaderIstel 1987 - 1989Oxford, United KingdomMVS and VM operating environment and Print Room facility, suporting car manufacturer.Worked as operator then shift leaderDefined practical SLAs for organisation
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Contract Project ManagerBroadcasting Support Services 1982 - 1987Glasgow And LondonI worked periodically with 2 organisations - in Scotland and London - providing telephone phone-ins and media campaigns for the Media - TV and radio. This included some public health canpaigns like 'stop smoking' and Radio 1 'Action Special', support for a variety of Channel 4 programmes and the first 'Live Aid' concert in 1985. The work involved project management, staffing, developing tools and metrics and liaison with broadcasters and the public.
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Professional MusicianSelf Employed 1977 - 1987Uk + GlobalI worked for several years as a musician and writer, playing keyboards, drums, recording, doing tours, theatre shows and a variety of different types of gigs with bands and performers. Some recordings of compositions here: https://soundcloud.com/barclay-rae/sets
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Frequently Asked Questions about Barclay Rae
What company does Barclay Rae work for?
Barclay Rae works for The Service Desk Institute (Sdi)
What is Barclay Rae's role at the current company?
Barclay Rae's current role is Associate consultant and auditor.
What is Barclay Rae's email address?
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What schools did Barclay Rae attend?
Barclay Rae attended The University Of Glasgow.
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Barclay Rae has skills like It Service Management, Service Management, It Management, Service Delivery, Service Desk, Itil, It Operations, Outsourcing, Service Catalog, Management, Management Consulting, Consulting.
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Barclay Rae's colleagues are Helen V., Joanna Beauchamp, Danny Knight, Paul Rodrigues, อรอนงค์ หงษ์อมร, Youssef Mouafi, Alison Lomax.
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