Building a Brilliant (and Future-Proof) Service Desk

Presented by

Barclay Rae, Owner, Barclay Rae Consulting Ltd

About this talk

There is a lot of debate and uncertainty about the future of IT as a whole and of Service Desks in particular. How might the current definition of a brilliant Service Desk compare with what is required in a few years’ time? What makes a brilliant Service Desk and how can we ensure that we build in future-proofing to ensure that these operations remain relevant and effective? This presentation looks at current and future requirements and provides practical guidance on what you need to do to achieve excellence both now and in future.

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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.