Barclay Rae: The Service Desk Inspector

Barclay Rae, The Service Desk Inspector
Barclay Rae, The Service Desk Inspector

ITSM Industry stalwart Barclay Rae has been working with SDI to produce some short, digestible video clips sharing news, rants and opinion on all things service management.

Barclay’s latest feature is the “Service Desk Inspector” whereby Barclay visits real organizations and offers his advice:

“Programmes will follow real organizations as they work with our ‘inspector’ Barclay Rae – an experienced ITSM consultant – to tackle their biggest service delivery challenges and improve overall performance.”

UK readers of a certain age might remember ‘The Troubleshooter’ or similar fly-on-the-wall documentaries digging into business issues. Barclay  follows a similar theme and does a sterling job. It is great to see some real life ITSM coverage with all of the ITIL framework and IT geekery stripped away.  Kudos to Mirus IT Solutions for being so candid and opening their business kimono for the entire world to see.

Episode 1

Episode 2

Review: SDI Software Solutions Day

Image from @SDIrob

I attended the SDI Software Solutions Day at the British Library last week.

In a nutshell, it was vendor beauty parade for interested buyers.

Six ITSM vendors presented an overview of their company to a room full of SDI members. SDI members had the opportunity to engage with the vendors directly and network with their peers.

I think this is a great format. It was crystal clear that if you were attending the event you wanted to hear from the vendors and what they had to say. Vendors support many events but it is rare for the spotlight to be purely focussed on what they bring to the table.

The compere and guide for the day was Ken Goff, who was very keen to stress the importance of building a list of requirements before even thinking about looking for new technology and provided some brilliant insights into the vendor selection process (more to follow over the coming weeks).

“Every product is perfect at what it is designed to do, and rubbish at what is not designed to do” Ken Goff

When the audience were asked what they wanted most from vendors – two answers stood out for me;

  • Be honest about your shortcomings and scope.
  • Deliver on your promises

The first point is particularly interesting. As a former software sales rep I am all too familiar with the pressure to say ‘Yes’ to every question asked. It takes courage and wisdom for a vendor to say ‘You know what, that’s not really our area of expertise’.

Talking of sales reps… it seemed a little unfair for ICCM to send two sales reps along to network with the audience. Strictly speaking I guess anyone who is an SDI member can attend, but it seems a little unsporting when the other vendors had taken the time to build booths and prepare presentations.

My only criticism of an otherwise very useful and informative day is that it would have been nice to hear more from a customer perspective, some vendors mentioned what their customers were doing but there was scope for a lot more. i.e. “Here is someone that was in the position as you are now, this is what they did, these are the hurdles they faced and this is how we helped them”.

Vendors Participating: