About this webinar
ITIL® 4 Foundation is nearly a year old, and the second wave of Managing Professional guidance, books, and training modules are now being rolled out. These deliver various elements of practical learning and knowledge to support professionals so they can achieve success and deliver end-to-end value for their organizations.
The concept of a “value stream” is now central to ITIL, helping practitioners see all practices, tools, and ways of working. This highlights the integrated nature of practices and processes as being part of a value stream that meets a specific business or customer goal, and not simply individual siloed activities. A value stream to resolve an incident may involve a number of practices and processes—knowledge base articles, service levels, changes, problems, configurations, as well as management disciplines.
This webinar will focus on the practical application of ITIL 4, using value streams, and the various areas of professionalism that are now included as part of the ITIL 4 portfolio. This includes:
- Organizational structures
- Culture and teamwork
- Customer orientation
- Employee well-being
- Stakeholder management
- Communication skills
- Commercial awareness
- Market knowledge
Many of these areas have been used and understood as valuable for some time; these are now explicit in ITIL 4 as key elements of success.
About the presenter
Barclay is an experienced ITSM consultant, analyst, and writer. He has worked on approximately 700 ITSM projects over the last 25 years, and also writes blogs, research, and papers on ITSM topics for a variety of industry organizations and vendors. He has also worked for a number of ITSM organizations, and he delivers strategic ITSM consultancy as well as media analyst services to the ITSM industry.
He is an ITIL 4 lead architect, lead editor of the “ITIL4 Create, Deliver and Support” publication, and a co-architect of the ITIL Practitioner scheme with Axelos. In addition, he is a co-author of the SDI SDC certification standards and a participant in the current ISO/IEC 20000 revision. Barclay works as a consultant and auditor for SDI. He is a non-executive director for several companies: itSMF UK, of which he was CEO from 2015 to 2018, EssentialSM, and A2V Services, which develops new start-ups.
Barclay is also a regular speaker at industry conferences and events in the UK and globally, including SITS, SDI, itSMF, Pink Elephant, SMW, and UCISA. He was named in the HDI Top 25 Thought Leaders in Technical Support and Service Management for 2017, 2018, and 2019, and recognized as ITSM Contributor of the Year at the 2014 SITS show. Barclay also created “ITSMGoodness,” a set of simple, practical, and proven tips and tools for successful ITSM.
Visit www.barclayrae.com for details, or follow Barclay at @barclayrae on Twitter.