Happy New Year for 2016  !! I wish you success and happiness

Its been a busy year in 2015 ITSMG Logo low res

The ITSM world continues to rock daily between inspiration and opportunity, to introspection and despair – at least in terms of visible hype. The reality for most organisations that actually deliver IT services is often simply confusion.

For me the key is in ensuring that we are constantly working to deliver value, based on our customers’ and supported businesses’ needs. The concept of ‘customer experience’ (CX) isn’t new, but is at long last taking hold and precedence over blind adherence to ‘best practice’ and death-by-process.

DevOps continues to hold sway as the big idea that won’t go away – again there’s nothing particularly new here except the context, as it talks to a younger workforce than those who might still see ITIL as their mantra. Of course there is no real clash between those two worlds and both can learn from and live with each other. In 2016 I’ll be pushing out more practical ideas about how to achieve success using both (and together) – particuarly in relation to Service Design and Service Catalogue – so look out for that.

What is interesting is the actual level of interest in DevOps and other new and formative ‘-oligies’, inclduing SIAM and IT4IT – this will continue to grow and we shoudl see more variety and creativity being exercised in delivering new approaches to IT services…

If you want to catch up on more detailed throuights, please see my recent webinar (reviewing 2015 and looking forward to 2016, sponsord by BMC).

From a personal work perspective this has been a busy year, being involved with a number of complex procurement and ITSM implementation projects, as well as my ususal regular dose of workshops, operational reviews and audits. I have worked with some great people and organisations and am pleased to say that the interest and take-up level around short practical consulting work has been good.

I’ve also been involved as an architect of the new ITIL Practitioner scheme, with Axelos. I’m really pleased and proud of what we achieved as a team on this, whch has brought finally a new set of ideas and practices to the forefront of Service Management training and best practice. These include communications and organisational change management, as well as CSI and metrics.

As ever I continue to work with my long term partners, SDI – as a consultant and auditor, as also recently to review and update the SDI Standards and Service Desk Certification scheme. To me this is still one of the best and most practical tools to use for assessment, benchmarking and to drive service improvement.

In the last few months I’ve taken on the challenge of interim-CEO for the ITSMF UK – this is a great honour, which I’m relishing. There’s plenty to do to develop the service offerings and value proposition for this organisation, as well as freshening the brand image and re-asserting its position as a key independent voice at the centre of our industry. We had a great annual conference and my and the team’s taskBRITSM15 is now to move on with this positive momentum to transform and re-invigorate the organisation. We have some xciting plans for new services and industry content, so watch this space…

Of course my own independent business still continues and I’m delighted to have worked with some very supportive partners over the last year to write and present ITSM content, including, Sunrise, Cherwell, BMC and Sysaid.


2016 is looking like a fascinating year already, particuarly with plans for ITSMF – so I’m looking forward to that. I hope that its a really great year for you too..!

Please contact me directly if you’d like to discuss any aspect of the world of ITSM



Fav pic from this years SITS show with Matt Hooper and Malcolm Fry.

Check out these CHECKLISTs for SITS


If you are going to SITS15 – I hope to see you there… I’ll be on my (ITSMGoodness) stand, as well as presenting and facilitating on ITSM/ITIL/DevOps. Mostly I’ll be talking shop with practitioners and other industry bods about how to improve and achieve success with ITSM.

I’ll also be on hand to discuss the new ITIL practitioner programme, of which I’m delighted to be one of the architects. The (globally dispersed) team working on this will be meeting around SITs for planning and discussion – plenty to do.

As ever I expect this to be a busy bustling and practical event where ‘the industry comes together to do business’ – as the blurb goes. Its a practical and productive event for most, as well as being a great convergence of people across the industry.

Last year I was honoured to be voted ‘SITS contributor of the year’ and I look forward to seeing who is taking that mantle this time. SITS14

I’ve recently been very busy working on a number of client projects – particularly looking at tool selection and implementation – so if you are looking for practical guidance on any aspect of ITSM approach, tools, processes, etc, please come for a chat to my stand.



We’ll also be dishing out ITSM Goodness cakes (yes) and some fetching caps..

Guidance and Checklists

I am often asked either before or during SITs to provide advice and guidance on selecting ITSM tools as well as running ITSM projects – as a support for that I’ve created a couple of checklists that you can download here to help to guide your thinking and planning. These are not detailed or definitive, but give you a simple aide memoir for:

ITSM Project Implementation – Service Improvement Service Improvement Checklist

ITSM Tool – Specification and Selection ITSM Tool Checklist

Please download these and use them as you need – they might just help you to focus your thoughts on what you are looking for at the show. Please of course feel free to come to discuss any aspect of this at my stand.

I look forward to seeing you there!


ITSMG Logo low res



I’m going to the first AXELOS workshop

So, the first phase is heating up – the charm offensive has generally been good and well received, although now it’s time to start doing something…

I’m referring of course to the progress of the ITIL JV (now called AXELOS), which is the new company formed jointly by TSO and Capita to run the SWIRL IP, business and approach. To date there has been a positive and engaging level of communications from AXELOS – for me far more (for whatever reasons) than there has been in the last 20 years or so from the various manifestations of  ‘Castle ITIL’. (I really hope that’s the last time I use that term..). However it’s now time for action!

So there are initial workshop meetings being held in London 16 – 18 July, to discuss PPM and ITIL. I’ve been invited re ITSM and I will be there. I’m looking forward to it, to debate the future of our industry and hopefully be able to contribute something to that.

I’ve contributed a lot to standards and models for SDI/HDI over the years, but (apart from some document reviews), not formally been involved with ITIL in any significant form – to me it has long been a bit of an ‘old boys club’ and I’m pleased to see the barriers coming down. I’ve shouted from the outside for too long and would now prefer to contribute positively to the industry I care about and believe I believe something to say about…

I did have some initial  reservations and thoughts about attending, how and who might be invited and attend this, and how this would be received, so here are some thoughts:

  • Why have I been invited? I guess I’m pretty visible and active in the industry and social media, as a pundit/watcher/analyst type as well as a consultant, plus I submitted a document with my thoughts and ideas for the development of ITIL Barclay Rae Consulting input to ITIL JV
  • Whilst being delighted to be invited, I did (probably like others) wonder who else was invited, what was the criteria for this, is this public knowledge etc. There’s an uncomfortable moment when you wonder if you can/should talk about this when you don’t know who has or hasn’t been invited. However the agenda has come out quickly and the list of attendees looks to be a good cross- section of views and experience, with a definite leaning I’d say towards the slightly radical…
  • AXELOS have also made it clear that this is the first of other meetings and there is no intention to exclude anyone – they knAXELOSow the stakeholders who should all have an opportunity to contribute. For now Educational Institutes (EIs) are not invited, due to the sensitivity around potential changes to the operating model, although once this is clear they will be involved.
  • Personally I think this is a difficult situation, where there is a need to move forward and do something practical, whilst at the same time taking note and consulting with all areas of the industry. So however this is played will probably result in some criticism across the industry. From a purely practical point of view you can’t have the whole industry at a meeting and make progress. So I believe and expect that anyone who wants to contribute should have the opportunity to do so.
  • My view on the progress of this is that the JV needs to make some brave decisions, otherwise it may get mired in trying to please or appease everyone across the industry – a bland compromise will help noone. Hopefully the process will result in some fairly radical changes to both content and format of what ITIL is and does. The real test of value must be to the ‘customers’ of ITIL out there – organisations and practitioners – who I feel are now being let down by the current nature of the framework and training programme.
  • So I am going to the workshop to air my views on this – not just from my own perspective but on behalf of and based on the feedback I get every week from my clients. They want practical help and frankly don’t care about how this is achieved, but right now they are not consistently getting it. 

[notice]What do you think? If you have questions you want to be raised I’ll be happy to take them along and raise them – please leave a comment or email me at  [/notice]