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o "-4,=)-#<&-&+)<)-#*)%.'6#,.-,%;&%#)*&-=4()&@)*0,#%)&%,)*#.J6,4R'9=,&+-.%),-4,=)-#% &-= &'%.,=)-#,;9 #(),* *)')3&-# /,#( #() 4.<:,-&#,.-.; 2)*3,4)4&#&'.+6)&-=5?ZX o C*.:')<<&-&+)<)-#,%<.*)%',4R&-=,-#)'',+)-#0%,<,'&*'9*..#4&6%)&-&'9%,%4&- :):)##)*@)*;.*<)=/()-#()*),%&'.+,4&'',-R#(&#4&-:)#*&4)=;*.<5"#.2)*3,4) 5&#&'.+6) o 5(&-+) <&-&+)<)-# 4&- :) <.*) :6%,-)%% &-= *,%R &/&*) )#47 Y,%R &-&'9%,%.; 4(&-+)%&-=*)')&%)%,%&+&,-<.*):6%,-)%%;.46%%)=&%/)4&-#*&4R#()*)')3&-# :6%,-)%%%)*3,4)%&%%.4,&#)=/,#(5"%7 o 2)*3,4)% 4&- :) <.-,#.*)=G <&-&+)= &-= =)',3)*)= &# =,;;)*)-# ')3)'% 0 %. %.<) %)*3,4)% <&9 (&3) & './T4.%# ;.46% /(,'%#.#()*% &*) :&%)=.- :6%,-)%%T=*,3)-,<@')<)-#&#,.-#,<)%4&')% o Y)@.*#,-+ 4&- :) =)',3)*)= &# <6'#,@') ')3)'%,-4'6=,-+ 1%)*3,4) ')3)'%G /()*) #(,% &@@',)% #. :6%,-)%% %)*3,4)%G -.# W6%# "> %)*3,4)% &-= 4.<@.-)-#%7 >(6% #() ">.*+&-,%&#,.- 4&- *)&''9 %#&*# #. =)<.-%#*&#),#% 4.-#*,:6#,.- &-= 3&'6) #. #() :6%,-)%% o 5(&-+)&-=#*&-%,#,.-4&-:)<.*)&+,')&-=%6@@.*#:6%,-)%%,<@)*&#,3)%0,7)7#,<) #.<&*R)#&-=#,<)#.3&'6)7"#%%,<@'9)&%,)*&-=;&%#)*#.4(&-+)&-=,<@')<)-# -)/%9%#)<%,;#()9&*):)##)*6-=)*%#..=&-==);,-)=:9#()">.*+&-,%&#,.-7 4 All content is copyright to Barclay Rae 2010

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o Q)#/.*R` o A&*=/&*)`GaGb o V@)*&#,-+%9%#)<IG3)*%,.-S7N o I@@',4&#,.-QG3)*%,.-c7d o e%)*%-n0-kff >(,%,-;.*<&#,.-/,'':)()'=&%5"%,-.6*5?ZXG@'6%&'%.=&#&.-'.4&#,.-G46%#.<)*%G)#47 A./)3)*,-#()2)*3,4)5&#&'.+6),#,%=);,-)=&%&1:6-=')=2)*3,4)G4.<@*,%,-+#()&:.3) >() 2HI #(&#,% %)# 6@ /,'' *);)* #. #() %)*3,4) *&#()* #(&- #. #() 4.<@.-)-#%0#(,%,%.;#)-&<,%#&R)&%">.*+&-,%&#,.-%/,''#*9#.-)+.#,&#)2HI%.-#() &4#6&'">4.<@.-)-#%*&#()*#(&-#()%)*3,4)7 5 All content is copyright to Barclay Rae 2010

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ll content is copyright to Barclay Rae 2010

7 VD'()8,1S(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 7 All content is copyright to Barclay Rae 2010

8 Barclay Rae Independent Management Consultant Website: LinkedIn: Twitter: 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: 8 All content is copyright to Barclay Rae 2010