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VD'()8,1$S(1:$F.,+1,%1(U$$
Barclay Rae and MSS offer a number of low-risk, and high-value consulting services to
organisations embarking on Service Level Management:
Strategic Service Review
This is a standard approach to discovery and way forward planning to help organisations:

Identify where they are in terms of strategy, performance and issues

Start to build awareness and understanding of Service definitions
Gain internal agreement on issues and how to solve them
Gain experienced advice and recommendations on how to move forward
Start to plan out the next steps
This usually takes from 5 15 days, depending on the size of the organisation and the issues
and areas requiring review, however in 5 days it is usually always possible to come up with
a good set of issues and potential solutions.

This involves:
Interviewing of staff, management and customers
Review of documentation and general operations
Preparation of report and presentation, containing:
- Management Summary
- SWOT and GAP analysis for SLM
- Options and recommendations for action
- High level planning
Service Strategy Workshop
This is a great practical catalyst for organisations considering or starting out in Service
Level Management and Portfolio Management. In one day we can move the individuals and
organisation from a standing start to a point where:

Everyone understands about SLAs and Service Catalogue

Initial Services have been defined
Issues and barriers have been identified
There is a plan for action
The workshop involves some general education followed by practical advice and breakout
sessions to work through how to move forward. The workshop is suitable for all participants
in this process IT and customers and is a great focal point and point of action to
galvanise a project.
Service Design and Facilitation
This is a very hands-on service, which walks through the practical process of defining and
building SLAs, service definitions etc. This uses proven templates and an approach based on
over 100 SLM projects, including:

Service Definition
Customer engagement and negotiation
IT/Service Provider engagement and negotiation
Documentation
System and reporting requirements
Pilot and review

| All content is copyright to Barclay Rae 2010

Barclay Rae
!

Independent Management Consultant

bjr@barclayrae.com
+44 7885 629308
Website: www.barclayrae.com
LinkedIn: http://uk.linkedin.com/in/barclayrae
Twitter: http://twitter.com/barclayrae
High profile industry consultant and business manager, with significant
business, sales, project and operational delivery experience:

Consulting and project management on over 300 Service Management

projects

Broad business management experience:

o 10 Years operational experience in IT/ITSM/CRM
o 10 years running a consulting business e2e
o 3 years Professional Services Director at HDI/SDI
o 2+ years Global Services Manager at Axios Systems

Sales and marketing delivery and strategy

Industry profile through events and conference contributions

Commitment to service excellence and business success

Working in Portfolio Partnership with:

www.mssolutions.eu

| All content is copyright to Barclay Rae 2010