Change and Sell the Pitch - ITSM Goodness Series - Part 7 of 8

Presented by

Barclay Rae, Independent Management Consultant, Barclay Rae Consulting

About this talk

How does an IT service delivery organisation ensure that the right messages are being delivered about what it does and how successful it is? This seventh session puts the focus squarely on marketing and image. These may not be seen as conventional ‘IT’ roles or responsibilities, but they are critical areas that need to be addressed and managed. Most people working in IT didn’t set out to be marketeers, so the guidance here is around how to create powerful messages, deliver these and then check that they are being heard, as well as taking on board feedback received. Many IT organisations do a decent enough job at managing their image and outside perception, but with the ability for many (non-IT) departments and organisations to buy services directly – often without the associated management of risk – ‘decent’ is not good enough. Marketing and image management are now vital elements in the delivery of IT and this session provides some simple practical guidance on how to do this. This 8-part monthly series is designed to provide real-time value to newcomers and take to the next level those already familiar with the approach. ITSM Goodness is an approach created by Barclay Rae to deliver practical, proven, successful and accessible advice and guidance for ITSM and IT professionals. The focus is clear and simple – on achieving the right business outcomes from IT, and how this is delivered, via the Customer Experience.

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Barclay Rae has delivered practical consultancy services since 1994. He is a co-author/architect of 3 recent ITIL publications: ‘ITIL Practitioner’, ‘ITIl4 Foundation’, plus he was lead editor on the ITIL4 ‘Create Deliver and Support’ publication. He is also a co-author of the Service Desk Institute (SDI) standards. Barclay delivers workshops, consultancy, audits, reviews and training services to organisations to help them quickly achieve real success and value from IT. All the content on this channel provides practical, simple and effective advice and guidance on achieving business value from IT services.