ITSM Education, Workshops and Mentoring

This can be a one or two-day session, taking participants through practical steps in how to achieve Service Catalog and SLM success.

The one-day workshop is focused on Service Catalog – how to build it, define your services, clarify what outputs can be developed, identify the key elements of a service and lots more. The two-day workshop incorporates a wider SLM approach and includes guidance on creating SLAs, a service portfolio and how to develop useful reporting.

This is an interactive one-day workshop that looks at current and emerging trends and practices, providing participants with new ideas and options on how to make the most of their ITSM operation, processes and tools.

This workshop is useful for organisations looking to change their ITSM software or optimise their current tools (or for those who are not sure). It’s also useful as a general refresher and ideas forum, for those simply looking for new ideas or new input to tackling outstanding issues.

There is currently a lot of discussion and buzz around DevOps – an agile approach to combine fast technology implementation with Service Management and Operations.

This is a one day onsite workshop with key IT stakeholders, for a collaborative approach to group development, planning and buy-in around DevOps. The day provides an overview of DevOps and agile approaches for IT and ITSM,  discussion on options, issues, benefits and potential outcomes from DevOps and a group workshop on practical adoption in your organisation.

This session identifies issues with current IT reporting (particularly operational reporting) and provides practical suggestions on how to improve and develop truly useful reports and metrics, targeted for different stakeholders. This involves a mixture of some presentation around current thinking on IT metrics and dashboards, with sessions on how to build up ‘bundles’ of reports (often using existing data) both for internal IT and external customer/user consumption.

Problem and Knowledge Management This workshop provides clear direction and practical guidance on how to make Problem and Knowledge work, including reference to current thinking and how some new tools and approaches can help, particularly using social and crowd-sourcing. Problem and Knowledge are fundamental to successful service delivery, yet both are largely implemented poorly, ignored or paid ‘lip service’ in many organisations.

Based on the popular 7 Steps to ITSM Goodness approach, these one to two-day workshops are a very quick and high-energy review and action planning exercise. Role-play, game based simulations, action plans and hands-on exercises help keep the focus clear and simple – how to achieve the right business outcomes from IT and how best to deliver this.

BRC provides mentoring that is efficient, effective and just enough to provide you with the perfect level of support where and when you need it most. Barclay’s mentoring services are designed to support you in actively moving forwards in your role and the many processes you are responsible for. Available for all key ITSM roles, this kind of mentoring is most successful when related to specific roles and tasks, such as defining and negotiating SLA’s, developing in the Service Desk Manager position and supporting ITSM Project Managers to give truly effective advice and feedback.

Included as standard are:

• Initial review and planning
• One-to-one direct or telephone/Skype support tailored to your own specific needs
• Support that is at all times sensitive, business-aware and confidential
• All materials and templates as needed