Delivering Practical ITSM Since 1994

I help organisations to achieve success and business benefits quickly, using proven core elements of ITSM

Learn More

Successful consultancy is about supporting people and organisations
to achieve success themselves

Learn More

Since 1994, Barclay Rae has been providing independent, practical, and successful solutions to over 500 ITSM individuals and organisations across the UK and internationally.

Consulting and Troubleshooting

Learn More

BRC offer a number of short, inexpensive and high value consulting options to help you identify key pain points, resolve your issues and gain tangible benefits quickly. All of these can be tailored to meet your individual needs, requirements and desired outcomes.

Simple - Straightforward - Successful

Learn More

ITSM Goodness supports you to achieve and embed excellent customer satisfaction, aligned business outcomes and proven IT value as solid foundations for tangible, ongoing success.

ITSM Education, Workshops and Mentoring

Learn More

These sessions act as a quick energiser, refresher or project facilitator and provide valuable, targeted guidance to move you forward. All the workshops work well both on their own and alongside some initial consultancy or ongoing mentoring.

Media, Research & Analysis

Learn More

Why settle for less than the best? Barclay Rae is highly regarded as one of the top independent media, research and analysis experts in ITSM. Gain instant benefits from his depth of knowledge, breadth of experience and direct, pragmatic know-how.

End-to-end Service Management and ITSM Goodness

I have been consulting and working in the IT Service Management industry for over 30 years, including consulting since 1994.

I’ve carried out a number of industry roles and have been involved with organisations such as SDI (for 30+ years), itSMF UK (since the 90s, plus I was CEO from 2015 – 18). More recently I have been part of the re-development of ITIL with Axelos – I am co-author of 3 recent ITIL publications; ITIL Practitioner (2015), ITIL4 Foundation (2019) and ITIL4 Create Deliver and Support (2020).

I am proud to have been part of the re-birth of ITIL into a new, forward-thinking, agile and ‘end-to-end’ approach. I’m also proud of my involvement with the SDI Service Desk standard, which I’ve seen used on many occasions to drive and grow individuals and teams to new levels of quality and achievement.

In consulting I help organisations to achieve customer success and business benefits quickly. I work with customer service operations, IT and service management teams, management and C-level teams, large global enterprises and also start-up and small/medium-sized businesses.

I use a mix of proven approaches, pragmatism, common sense and experience, guiding clients quickly to practical success.

Implement successful service improvement initiatives
Help you to work more effectively and efficiently
‘Fast track’ the delivery of successful transformation
Save time and money on your projects
Focus on customer experience and tangible business goals
Engage effectively with your customers, users and colleagues
Improve teamwork as well as your individual job satisfaction

I’m now pleased to also offer a number of consulting services directly and ‘virtually’ through this website – check out the virtual services area and get working now..!

My focus is on helping you to deliver the best possible service to your customers.

Whatever your issues or requirements, I offer expert and ‘big picture’ advice and guidance, based on experience of over 500 projects, not driven by any particular methodology or technology. I deliver value to organisations of all sizes and across sectors, with a range of simple fast, effective services, such as workshops, reviews, tactical and strategic consultancy.

In 25+ years of consulting most of value that I have been able to deliver is in helping people and organisations to work together successfully – a huge part of what I do is advise on culture, people management, structure, customer focus and general business management.

I keep up with trends across the industry and advise clients on strategy, direction, tooling, operational focus, recruitment, business planning and all aspects of service delivery.

I work with a portfolio of partners and a network of trusted associates to provide a full set of services and options to meet your needs. Usually it takes only a few days of work to achieve value. If you need more support,or ‘hands-on’ work, we can provide that too.

Please contact me directly for an initial informal chat to discuss your needs without obligation.

Would you like free, useful information about a range of subjects from customer engagement, service desk strategies, project procedures and sourcing strategies? Find it at ITSM Goodness here.

To your ongoing ITSM success,