ITSM Goodness Webinar Series - Engage and Listen to Customers - Part 1 of 8

Presented by

Barclay Rae, Independent Management Consultant, Barclay Rae Consulting

About this talk

Many IT people agree that engaging with customers is a good idea and a great goal, but are often disheartened and negative about how to do this - particularly when it is not clear who the best contacts are and also because these people may not be remotely interested in ‘engaging’ with IT. This 8-part series is a new addition to the ITSM Goodness brand and is designed to inform and provide real-time value to both newcomers as well as take ITSM practitioners already familiar with the approach to the next level. In this first webinar Barclay provides practical and proven guidance on how to get initial engagement (even when it may seem impossible). He also demonstrates how to build on this to develop a useful mutual relationship which can define clear criteria for Service Management - e.g. valuable reporting. This session includes advice on what to provide to customers as well as what sort of approach and information gathering is required by the IT organisation. 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.