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Nov 06
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Mapping Customer Experience and Value Streams

By Barclay Uncategorized

On a ‘journey’…  O wad some Power the giftie gie us, to see oursels as ithers see us!  (Robert Burns, ‘To a louse’) Don’t worry about trying to understand the Scots…

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Oct 09
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People satisfaction and social continuity

By Barclay Uncategorized

For some time now there has been a ‘human’ movement in the technology world and beyond, towards humanising work and recognising the value of our people. This has included the…

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Sep 16
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Outcome and Experience Metrics (OXMs) – beyond the Watermelon

By Barclay Uncategorized

My recent blog on Watertight, not watermelon SLAs had a fantastic response, with nearly 5,000 reads via LinkedIn. It also drove a number of discussions and I established  some new contacts as…

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Sep 10
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itSMF UK and me… 5 years on

By Barclay Uncategorized

This week I will attend my final board meeting as a director of itSMF UK. I’ve been a board member for exactly 5 years, with just under 3 of these…

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Aug 21
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AI and ITSM – it’s a matter of confidence

By Barclay Uncategorized

We are constantly being bombarded with content and hype around the ‘post-covid’ world. Some of this of course is valuable and essential – discussing and planning around how people and…

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Jul 30
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Watertight not watermelon ‘SLAs’.

By Barclay Uncategorized

The ‘Watermelon SLA’ concept is a simple a graphical way of showing that many SLAs are not fit for purpose. This has been successful in getting some clear and honest…

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Nov 15
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Keep calm and co-create (end-to-end) value!

By Barclay Uncategorized

I am regenerating my blog (its been a while) and am delighted to do this just as we are about launch the new ITIL4 Managing Professional Publication – Create, Deliver…

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Dec 31
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By Barclay Consulting, Industry Comment, ITIL, ITSM Goodness, ITSM Implementation, News, Service Catalog, Service Desk, SLM, Uncategorized

Happy New Year for 2016  !! I wish you success and happiness Its been a busy year in 2015  The ITSM world continues to rock daily between inspiration and opportunity,…

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Sep 29
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ITSM Implementation – Vendors, Be Brave!

By Barclay ITSM Implementation, Uncategorized

A few years ago a colleague of mine took a job heading up the professional services team of an ITSM vendor. During the recruitment process, he was quizzed on his…

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May 30
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Check out these CHECKLISTs for SITS

By Barclay Consulting, Industry Comment, ITIL, ITSM Goodness, ITSM Implementation, Service Catalog, Service Desk, SLM, Uncategorized, Workshops

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…

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Recent Posts

  • Experience management in IT services: because you care to deliver the very best
  • There’s an “I” and “T” in communication; there should be communication in IT
  • Tools and frameworks – the means, not the end, in creating business value
  • LITTL-ITIL for ITIL 4 – now available..!
  • Are you changing comfortably..?

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What’s Trending

  • Problem Management Success – Start Using Causal Closing Codes September 4, 2012
  • ITSM Implementation – Vendors, Be Brave! September 29, 2015
  • Mapping Customer Experience and Value Streams November 6, 2020

Recently Written

  • Experience management in IT services: because you care to deliver the very best May 4, 2022
  • There’s an “I” and “T” in communication; there should be communication in IT April 21, 2022
  • Tools and frameworks – the means, not the end, in creating business value April 8, 2022

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