Blogs from renowned ITSM and CRM expert Barclay Rae provide best practice for Service Desks as delivering excellent customer experience is elevated to the boardroom agenda

Chessington, Surrey, 10 June 2015. Sunrise Software, a leading supplier of Service Management solutions has announced that it is publishing a series of blogs discussing innovation and best practice in Service Desk Management specifically for Managed Service Providers. Following the successful podcast series last summer, this year’s blogs are being written by Barclay Rae, the high profile industry consultant with experience in ITSM, Service Desks, Customer Services and CRM. Each blog will provide relevant and informative points around managing the customer experience with an ITSM approach. The first blog will be published in June 2015, with a further five to follow.

The six blogs will each have a different focus for Managed Service Providers, covering themes such as; the need to define IT value, improving customer experience, adding value with ITSM through collaboration, key elements in service delivery, and going from good to great.

The blogs will cover how managed service providers can rethinking their services to provide a more customer focused service. This covers the SIAM (service integration and management) approach, and what they can do to support the customer experience. They will discuss adding value with collaboration (even outside of the IT function), and the approaches of Service Level Management (SLM) and Business Relationship Management (BRM) and their importance as the centre of ITSM. The blogs will also deliver expert advice and best practice on how to excel as a Managed Service Provider and support customers to grow their business.

“Service Integration and Management is a constant buzzword right now and the drive is on for MSP organisations to adopt some version of the ‘SIAM’ model – i.e. to co-ordinate their supply chain and manage suppliers in a collaborative and effective manner,” said Barclay Rae.

“I’m looking forward to these blogs with Sunrise to deliver MSPs and IT Service providers with practical suggestions and applications as to how to achieve service excellence that can also deliver tangible business benefit.”

Geoff Rees, Business Services Director of Sunrise, said; “Customers in the MSP sector know only too well that when providing technical products and services there is a need to manage complex and diverse suppliers and customer details to provide a joined up service. For MSPs customer service is a key capability that is top of the boardroom agenda – the cost of delivering a poor customer experience is high.

“Barclay Rae’s experience in consulting and conducting Service Desk reviews, metrics and analysis will be invaluable to ensure that our blogs provide clarity, focus and advice on how MSPs can meet these challenges to benefit their business and their customers. The best practice covered will also be invaluable to all IT service managers who recognise that customer experience has now been elevated to board level and that they need to deliver against ever higher expectations.”

The full blog series will be published on the Sunrise Software website and sent to those that have registered for the Sunrise monthly newsletter. For more information on Sunrise Software, its products, services and customers, please visit

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About Barclay Rae Consulting (BRC)
Barclay Rae has extensive experience in ITSM, Service Desks, Service Catalogues, and CRM. He is a high profile industry consultant and business manager, with significant business, sales, project and operational delivery experience:

• Consulting and project management on over 500+ Service Management projects
• Creation of ITSMGoodness – a practical approach for ITSM
• Media input via ITSM TV and podcasts – also white papers and blogs
• Commitment to service excellence and business success.

BRC clients include; Aggregate Industries, Lloyds Pharmacy, Nationwide, Thomson Reuters, Thomsons Solicitors, BP, RBS, Sony, Oxford University, United Nations.

For more information, please visit:

About Sunrise Software
Sunrise Software has 20 years’ experience implementing service management software that enables organisations to support both internal and external customers. The software is designed to meet industry best practice and is easily configurable to meet individual organisations’ specific needs.
The software is browser based, making it easy and intuitive to use. It comes in several versions suitable for Customer Service departments that are speaking to external customers, IT departments providing technical and support services to the business, and other departments such as Facilities management and HR/Payroll that are providing services to staff and managing third party suppliers.
The software is available on-premise or as a Software as a Service/ Cloud solution and is used by numerous high profile organisations including Anglian Water, the NHS, University of Greenwich, Muller Dairy and many more.
For more information please visit:

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