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How to Embed Culture Change

Recorded Video: A review of culture change issues from various perspectives - strategic, coaching and training. Includes interviews with Jo Johns, James Caplin and Karen Ferris.
Recorded Jun 13 2012 6 mins
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Presented by
Barclay Rae, Owner, Barclay Rae Consulting Ltd
Presentation preview: How to Embed Culture Change

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  • Service Desks and corporate governance Recorded: May 13 2021 43 mins
    Barclay Rae
    With many organisations developing their service management into wider corporate operations – i.e. using (ESM) Enterprise Service Management – the focus of overall corporate governance and management has regained importance. As teams work more closely together there is a renewed need to ensure that (1) these are moving in accordance with business goals and (2) that this is being monitored and managed in real time. Governance shouldn't be thought of as simply a dull ‘control’ facility. Instead this is about ensuring that the organisation plans and adjusts its ways of working and performance in accordance with strategic goals. The service desk operates in the centre of this corporate enterprise and its value and contribution to corporate governance continues to grow. This session focuses on the need and value for governance and how the service desk contributes to this.
    Barclay Rae
    Join Barclay's webinar where he will talk about the convergence of product management and service management.
  • Enterprise Service Management Recorded: Jan 28 2021 47 mins
    Barclay Rae
    Join Barclay for this session on Enterprise Service Management - what is the future for how this will develop, based on the current working climate and post COVID? ITSM concepts are used more and more in areas beyond IT and many organisations get real benefit from ITSM processes and tools. How can this be viewed from a governance and data management perspective? How can organisations approach service management consistently? This session explores the pros, cons and futures for ESM..
  • DevOps and ITSM – we need to talk Recorded: Dec 3 2020 43 mins
    Barclay Rae, Barclay Rae Consulting
    The two contrasting worlds of DevOps and IT Service Management appear often to be in conflict and competition with each other. The reality of course is that both are needed for successful service delivery – and they complement each other. There is a need to find ways to work together and use the best parts of each approach in harmony.

    In addition, there is much that people from both backgrounds can learn from each other – for ITSM professionals there is much to gain from using modern techniques for delivering work and projects with speed and agility. For DevOps professionals there is much to learn from ITSM’ers about how to manage organisational and people change.

    This session lays out some clear practical options for how the two can work together – with practical tips on how to get going.
  • Mapping Customer Experience and Value Streams Recorded: Nov 19 2020 37 mins
    Barclay Rae
    This session explains the functions, benefits and challenges of mapping – internal work (value streams) and external experience (customer journeys). This is for those who are attempting to move to this way of working and quantifying their work inputs, outputs and outcomes.

    Customer experience (CX) has been a major force of discussion and interest in the ITSM industry over the last 4/5 years – how to identify and map out the customer journey and capture their direct emotional responses to the service experience. This is now a specific capability that is needed to manage and improve the customer experience.

    Value streams are also a focus for discussion as central components of ITIL4, DevOps and other approaches. This is an internal holistic view of how services are delivered across teams, processes, people and tools. The goal is to identify areas of blockage that can be improved and removed to improve efficiency.

    Together these two techniques are essential tools in the ITSM practitioner’s practical portfolio – join to hear about how to do this using some existing and new techniques, plus also how to combine and analyse the output.
  • People satisfaction and social continuity Recorded: Oct 22 2020 40 mins
    Barclay Rae
    How can we identify and improve morale and teamwork?

    For some time 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 need to provide them with a work environment where they can flourish, develop skills and achieve good levels of satisfaction and engagement in their work life. The pandemic has pushed this discussion forward significantly and challenged our definition of workplace norms, ways of working and how we might adjust these in future.

    Service Management also gives us challenges in that we need to engage with a cross section of people, plus we have had to change our working methods very quickly- so maybe we have some great skills that are of value in other areas.

    This session looks at how we can adjust and develop our thinking around how we manage and work with people, and then put this into practice. This will include looking at the concept of ‘social continuity’ (not just IT or business continuity) and what we can do to foster a good balance between different ways of working.
  • From SLA’s to OXMs Recorded: Sep 24 2020 44 mins
    Barclay Rae
    Traditional SLAs just don’t work – or at least most have been poorly and inadequately implemented. Measuring and demonstrating value from IT services is a moving target, a fluid set of criteria, which demand more flexible and multi-purpose definitions and measures.

    This session identifies key elements of the SLA culture and how to build practical and effective bundles of metrics that show multiple facets of service delivery, including business outcomes, customer and employee satisfaction, as well as performance management.
  • AI opportunities for Service Management confidence Recorded: Aug 19 2020 47 mins
    Barclay Rae, Barclay Rae Consulting Ltd.
    As more options become available in automation and artificial Intelligence (AI), it can be daunting and challenging to wade through the various types of technology and identify where benefits can be achieved. There may also be some reticence from business areas to using automation, where previous good levels or personal support have been established.

    In this session we will discuss:
    - Some simple guidelines in terms of business benefits
    - Operational opportunities
    - Overall improvement expectations that can be achieved from AI in the ITSM world
  • ITSM Product Readiness - Prepare for success Recorded: May 27 2015 31 mins
    Barclay Rae
    For successful implementation its important to prepare and plan ahead - often there will be organisational changes needed and a good communications plan. Also you need to think carefully about data inputs and outputs - there are many decisions to make and hopefully not just on the day the vendor shows up..! This session provides practical tips and guidance on how to make the most of your tool set implementation
  • Incident Management Has No Value! (Video panel) Recorded: Mar 18 2015 55 mins
    Barclay Rae (Barclay Rae Consulting), Stuart Rance (Optimal Service Management), Daniel Breston (Qriosity)
    IT organizations invest huge amounts of time and money in incident and problem management, but does this really create any value for their customers? In this live video panel, Barclay, Daniel and Stuart will discuss different viewpoints of these two processes, and how they can form part of our overall approach to customer experience.

    Topics to be discussed will include:
    · Are incidents and problems really different things?

    · Shouldn’t customers expect services to work properly without incidents?

    · Why do IT departments spend so much time and money on resolving incidents, when customers would rather see investment in new capabilities?

    ·How does incident management contribute to value creation?

    · Who should be doing incident management? Is it really something that should be left to the service desk alone?

    · How can these two processes contribute to customer experience, and why does this make a difference?
  • Service Catalogue – secrets of sourcing and SIAM success Recorded: Feb 11 2015 37 mins
    Barclay Rae, Owner, Barclay Rae Consulting Ltd
    Service Catalogue and Service Design are essential elements in the success of service management and particularly in the way that this can help to support multi-sourcing, SIAM and Service Integration. This is particularly relevant in terms of clarifying the supply chain and defining the value chain – of IT services. New sourcing models may bring new challenges but many elements of good practical Service Management are highly useful in developing successful sourcing strategies. This presentation highlight key area and practical guidance.
  • Real life tips for implementation – ITSM Goodness with ITSM, SIAM and DevOps Recorded: Jan 21 2015 57 mins
    Barclay Rae, Independent Management Consultant, Barclay Rae Consulting
    We live in times of constant change, new ideas and techniques, in a market where disruption is the norm. We need to keep up with new ways of working and remain competitive, yet we also still need to ensure that we can deliver the basics well and with quality assurance. Many practitioners need good basic practical advice on making ITSM work. Many managers and directors need clarity around the ITSM value proposition and how to drive the right behaviours for ITSM – this session can help with both of these challenges.

    In the first ITSM Goodness webinar of 2015, Barclay Rae and Suresh GP, of TAUB Solutions, discuss practical solutions, ideas and tips to make implementing ITSM a success. This session will focus in particular on successful ways to navigate through the maze of different ITSM standards, methodologies and approaches, including DevOps, SIAM (Service Integration and Management), as well as ITIL, COBIT and others. It will be an interactive session and we will take and encourage questions from the live audience – so be sure to join in and get some great practical advice and ‘how-to’ guidance!
  • ITSM Goodness and DevOps - fast agile ITSM Recorded: Dec 4 2014 37 mins
    Barclay Rae, Independent Management Consultant, Barclay Rae Consulting
    There is currently a lot of discussion and buzz around DevOps – an agile approach designed to combine fast technology implementation with Service Management and Operations.
    Is this a new way of working, a new culture for IT, or is it another marketing re-hash of some established standard approaches?  Is this in fact a new way of thinking that combines several silo areas and gets them working and collaborating together? DevOps uses agile thinking and so isn’t completely new, but it does talk a new language that reaches out to a new IT constituency who previously might not have been interested in ITSM. So how does this relate to ITSM Goodness?
    This session looks at the key elements of DevOps and some of its simple common sense approaches to ‘fast’ ITSM. It also looks at how this applies in practice to organisational change and collaboration – i.e. Steps 6 and 7 of the ITSM Goodness model. The session offers a pragmatic view of how DevOps can be truly useful - instead of just sounding like another piece of marketing hype – in order to achieve success for the mainstream IT and ITSM organisation.
  • ITSM Goodness and ITIL Recorded: Nov 6 2014 45 mins
    Barclay Rae, Independent Management Consultant, Barclay Rae Consulting
    How does ITSM Goodness fit in with the ITIL framework?

    Is it an approach that can be taken without using ITIL or does it require prior knowledge of this?

    How can ITSM Goodness add value to an ITIL process or toolset implementation ?
    This session looks at these questions and explores the relationship between ITIL (process and lifecycle) areas and the straightforward approach as defined in the ITSM Goodness 7 Steps. It maps out the areas of overlap and parity, plus some areas where ITSM Goodness is clearly different.

    Certainly, one key goal of ITSM Goodness is to achieve simplicity and clarity by deconstructing and summarising key elements in ITIL. The ITSM Goodness approach aims to reduce the content and IP associated with ITIL - at the same time it also clearly references some key ITIL processes. ITSM Goodness also covers more of an implementation and transformational approach, including Organisational Change Management.

    This session will be of value to both the experienced ITIL practitioner and the Devops/Agile/JDI crew alike.

    ITIL is a registered trademark of Axelos.
  • ITSM Goodness and the ITSM Market Recorded: Oct 2 2014 44 mins
    Barclay Rae, Independent Management Consultant, Barclay Rae Consulting
    Using ITSM Goodness as a guide to successful tool implementation.
    The current ITSM marketplace is as varied and vibrant as ever and it can be a minefield to identify suitable systems and vendors that meet your needs. In addition, once a tool has been selected, there are a number of major challenges for both the vendor and you, the buyer/implementer, in order to make a long term success of both the project and the implementation. These challenges include:

    - Managing risk and expectations
    - Being clear on requirements and dependencies of all parties
    - Ensuring that suitable resources are in place and available
    - Managing to deadlines and budgets
    - Being clear on expected outcomes and benefits from the software (not just the functional requirements)

    There are many potential obstacles in the way of your projects - their success, and yours, rely on great project management skills and people management as much as on technical or functional capability.
    Join this session to learn how to leverage key elements of the ITSM Goodness and 7 Steps approach to help you ensure that your projects are set up and delivered successfully. This approach is based on many years of procurement and implementation project experience and provides a wealth of practical guidelines for action.
    The session also includes a hand-out on ITSM Goodness for tool implementation.
  • ITSM Goodness in Action - ITSM Goodness Webinar Series - Part 8 of 8 Recorded: Aug 19 2014 48 mins
    Barclay Rae, Independent Management Consultant, Barclay Rae Consulting
    What does ‘ITSM Goodness’ actually look like in action?

    For this final session Barclay reviews the whole ITSM Goodness series and the 7 Step approach with special guest ITSM practitioner Richard Smith, who has ‘been there, done it’ and used this approach to very positive effect. Richard and Barclay will discuss issues and real life outcomes based on Richards’s project which involved service catalogue, a new toolset and a variety of ITSM activities. At the time Richard was Service Desk Manager at Aggregates – he is now Business Improvement Manager there.

    This will be a lively, practical and informative session, which places ITSM Goodness squarely in the real world and demonstrates how these simple steps deliver positive and successful results.

    This will be the 8th and final part of this monthly series, which has proved helpful and popular with ITSM practitioners at all levels.

    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.
  • Change and Sell the Pitch - ITSM Goodness Series - Part 7 of 8 Recorded: Jul 9 2014 46 mins
    Barclay Rae, Independent Management Consultant, Barclay Rae Consulting
    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.
  • Get All of IT Working Together - ITSM Goodness Series - Part 6 of 8 Recorded: Jun 26 2014 47 mins
    Barclay Rae, Independent Management Consultant, Barclay Rae Consulting
    What do we mean when we talk about ‘culture change’ – particularly in IT and ITSM?

    Usually this involves an approach that requires either people or the organisation (or both) to go through some sort of metamorphosis – often this is not possible or easily achievable simply with a few processes and/or a toolset. We can’t expect to change people, especially if in reality this only involves sending out a few emails and communiqués.

    What kinds of actions contribute to maximum success in this area and how do we go about doing them?

    This sixth session in the ITSM Goodness series addresses these questions directly, looking in particular at what IT organisations expect from the Service Desk. We will also look how to create the right atmosphere for people to change what they do, rather than trying to ‘change people’…

    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.
  • We Don't 'Work in IT' - We Work in Supply Chain Recorded: Jun 9 2014 56 mins
    Barclay Rae
    Service Integration - The IT Supply Chain

    Barclay Rae
  • Report on Useful Stuff - ITSM Goodness Series - Part 5 of 8 Recorded: May 27 2014 47 mins
    Barclay Rae, Independent Management Consultant, Barclay Rae Consulting
    OK, so you spend 3 days a month compiling and delivering your operational reports. But does anyone actually read or act upon them? If you stopped producing them would anyone notice? Do your customers get any value from these and do your reports work to support and develop your relationship with them?

    Although many IT organisations struggle to produce useful reports, the good news is that a high percentage of what is currently collected as operational output is in fact useful information - as part of a compound or ‘bundled’ approach to reporting.

    This fifth session in the ITSM Goodness series will look at how your current reports can be used as building blocks to achieve greater value both internally within IT and also with your customers. It lays out what sort of reporting can be achieved and how to achieve it in simple, clear terms.

    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.
Helping IT leaders achieve ‘end-to-end service goodness'
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.

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  • Live at: Jun 13 2012 9:20 am
  • Presented by: Barclay Rae, Owner, Barclay Rae Consulting Ltd
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