Services Overview – Barclay Rae

Discovery

This goal is to quickly build an understanding of the organisation, people and challenges, in order to be able to suggest improvements. This is delivered via interview sessions, individual and some group meetings, plus data gathering via survey questionnaires and document sharing.
Meetings are required with key people involved – internal service delivery, collaboration teams, internal and external customers and users, plus senior leadership.

Analysis & review

This involves review of discovery materials, plus research and input from industry sources as required. This is delivered with minimal need for client interaction although there is usually one or more feedback and iteration discussions involved, to check on details, review discovery findings and test some feedback before preparing a report and presentation for solutions.

Solutions

The work is concluded by providing feedback on issues and options, with recommendations and interactive decision support to identify the best actions to take.

This normally includes the delivery of a management report, plus an online presentation workshop and other materials as required.
Ongoing support, people support, tools and documentation are available as needed to support project initiation and to get started on relevant work.

This work requires some collaboration with clients, in order to schedule and prepare for a short but relatively intense period of 121 and group interviews. These need to be planned and scheduled, with the appropriate people made aware of the purpose and format of the sessions.

Service	ITSM Practitioner Workshops
Overview	Delivery of educational and engagement sessions, live via TEAMS/Zoom/Webex etc, to in-house groups on specific topics. These are interactive and use a mixture of presentation content and breakout discussions. The goal is to pass on key knowledge via consensual group learning to provide some shared momentum in a key area.
Areas / topics covered include:	ITSM / ITIL 4 Overview (full day) ITSM, Agile and DevOps integration (half day) Service catalogue and value stream mapping workshop (full day) Meaningful Metrics – business outcome and experience (half day) ITSM / ITIL 4 practice overviews – Incident, Problem, Change, Knowledge, SLM etc. (half day per practice)
Why do this?	To support specific initiatives or projects by providing focused consensual education to key stakeholders To provide consensus and momentum for the project based on the shared learning experience.
What’s involved?	These are usually for up to 15 – 20 people and can vary in length from half day to full day sessions. Attendees receive direct presentations and are required to participate in smaller group discussions and breakout sessions. Attendees also receive appropriate supporting materials as required.
Timescales and costs	Half Day Workshops – £1195 Book Now Full Day Workshops – £1995 Book Now
Type	Off the Shelf Service	Format	Workshop
Primary Audience	Service Management Practitioners / Leadership CIO	Secondary Audience	IT Leadership IT practitioners Business management

Service	Leadership Workshops
Overview	Delivery of educational and engagement sessions, live via TEAMS/Zoom/Webex etc, to in-house groups on specific topics. These are interactive and use a mixture of presentation content and breakout discussions. The goal is to pass on key knowledge via consensual group learning to provide briefing and fast uptake of awareness for leadership teams.
Areas / topics covered include:	ITSM / ITIL 4 Overview (half day) ITSM and DevOps – how to make these work together (half day) Effective functioning teams – collaborative workshop (full day) ITSM Market overview (half day) Strategy and transformation briefing (half day) Management Consultancy/Solution-led sales overview (full day)
Why do this?	To support specific initiatives or projects by providing focused consensual education to key stakeholders To provide consensus and momentum for the project based on the shared learning experience.
What’s involved?	These are usually for up to 10 – 15 people and can vary in length from half day to full day sessions. Attendees receive direct presentations and are required to participate in smaller group discussions and breakout sessions. Attendees also receive appropriate supporting materials as required.
Timescales and costs	Half Day Workshops – £1195 Book Now Full Day Workshops – £1995 Book Now
Type	Off-the-shelf service	Format	Workshop
Primary Audience	Service Management Leadership CIO	Secondary Audience	IT Leadership ITSM practitioners Business management

Service	Workshop and Sprint Package
Overview	Delivery of short packages of consultancy and education, based around a specific topic. This provides some educational and engagement sessions, live via TEAMS/Zoom/Webex plus additional work to provide recommendations, guidance and feedback on key topics.
Areas / topics covered include:	ITSM / Service Desk improvement booster ITSM and DevOps integration ITSM tools procurement Organisational strategy and structure Customer Experience and value stream mapping Developing meaningful metrics – OXMs business outcome and experience ITSM / ITIL 4 practice improvements – Incident, Problem, Change, Knowledge, SLM etc.
Why do this?	To support specific initiatives or projects by providing focused consensual education to key stakeholders To provide consensus and momentum for the project based on the shared learning experience.
What’s involved?	These combine workshops with 4/5 days consultancy work, usually based on the delivery of a specific topic, or resolution of a particular issue. This will include some discovery, analysis and review, plus a summary report to identify recommendations.
Timescales and costs	£7,500 per package Book Now
Type	Off-the-shelf Service	Format	Workshop
Primary Audience	Service Management Practitioners / Leadership CIO	Secondary Audience	IT Leadership IT practitioners Business management

Service	Health Check Review
Overview	An objective review with recommendations for improvement – for your ITSM, service desk, and operations teams – improve quality, performance, efficiency, plus employee and customer experience.
Areas / topics covered include:	ITSM / IT Service Management Review Service Desk Review ITSM and DevOps Collaboration ITSM transformation readiness Global Service strategy Procurement Strategy Troubleshooting
Why do this?	If you have operational or strategic challenges, or if you want an external view on how to improve If you need to have an objective assessment of your operation in order to improve, or to develop a new or changing strategy If you need a fast solution, options and recommendations, using industry experience and expertise
What’s involved?	It’s a quick review and engagement, including: Discovery of your operation Analysis and review Recommendations and solutions Workshops as needed We discuss your operation, review documentation, metrics and plans, as well as meeting individually with a broad cross section of stakeholders – staff, management, users, colleagues. We write and present a report that sets out the issues with options and recommendations, then we work with you to kick-off actions as needed.
Timescales and costs	Depending on your needs, this usually involves around 5 – 10 days’ work, over 2/3 weeks. (consultancy days – minimum 3, maximum 15). We discuss your exact requirements and scope to provide a tailored proposal and scope of work.
Type	Bespoke Service	Format	Consultancy
Primary Audience	Service Management Practitioners / Leadership CIO	Secondary Audience	IT Leadership IT practitioners Business management

Service	Strategic Delivery
Overview	Hands on guidance and support on delivery of a specific task or activity – either as a discrete managed service, or as part of a client project
Areas / topics covered include:	ITSM practice implementation Service Desk audit readiness Organisational change / transformation readiness Service Catalogue development Career pathway development Value Stream and Customer journey mapping / Service Design Procurement support and delivery – ITSM tools, sourcing, feasibility, business case development
Why do this?	If you have a specific task that requires expert resources, quickly and effectively If you need a fast solution, using industry experience and expertise.
What’s involved?	This is a focussed set of tasks to achieve the desired goals: Briefing, engagement and discovery Delivery of key tasks and deliverables Handover and workshops as needed
Timescales and costs	Depending on your needs, this usually involves around 10 – 25 days’ work. (consultancy days – minimum 8, maximum 40). We discuss your exact requirements and scope to provide a tailored proposal and scope of work.
Type	Bespoke Service	Format	Consultancy
Primary Audience	Service Management Practitioners / Leadership CIO	Secondary Audience	IT Leadership IT practitioners Business management

All BRC services are established packages of work that have provided value and successfully delivered to many 100s of clients over the last 25 years.

Discovery

Analysis & review

Solutions

Off the shelf services

ITSM Practitioner Workshops

Leadership Workshops

Workshop and Sprint Package

Book Off The Shelf Services Online

Workshop and Sprint Package

ITSM Practitioner Workshops (half day)

ITSM Practitioner Workshops (full day)

Leadership Workshops (Half Day)

Leadership Workshops (Full Day)

Bespoke services

Health Check Review

Strategic Delivery

Project / Transformation Delivery

Mentoring services

Mentoring

Find out more information and discuss your issues and requirements in detail – at no obligation

Contact Barclay

Service	Project/Transformation Delivery
Overview	Hands on delivery of a project/programme or major workstream, using external resources.
Areas / topics covered include:	ITSM / Service Desk transformation Organisational transformation programme Service Catalogue implementation ITSM tool and process/practice implementation Project and Programme Management
Why do this?	If you have a project or programme and timescale that cannot be met with in-house resources, or at acceptable levels of risk If there are commercial demands on your organisation to deliver a new product or capability within challenging timescales.
What’s involved?	This involves work as defined and agreed, usually within a tender or brief: Briefing, engagement and discovery Delivery of key tasks and deliverables, design, build and delivery Project, technical, and organisational change management resources Tools and products as required Handover, testing, training, workshops as needed Project governance and steering
Timescales and costs	Depending on your requirements for delivery, this can involve work for anything from 40/50 days upwards. ITSM projects of this nature tend to average 100 – 200 days’ work. We discuss your exact requirements and scope to provide a tailored proposal and scope of work, plus governance, acceptance and review mechanisms.
Type	Bespoke Service	Format	Consultancy / service delivery
Primary Audience	Service Management Practitioners / Leadership CIO	Secondary Audience	IT Leadership IT practitioners Business management