The SDI consultancy team knows the ITSM industry and best practice inside out. An experienced and talented bunch, capable of driving improvement and maintaining great results in any IT operation.

Our expert team have a wealth of knowledge and experience in industry best practice and understand the frustrations and concerns which service desks face every day. The strength of our team lies in our ability to work with individual service desks and managers to personalise our support to your needs and in most cases will provide value to your desk in just a few days. This could involve anything from tool selection, support with strategic alignment, adoption of best practice, or preparing for an increasingly digital future. We can offer a solution to suit every need and budget, whether it’s a one-day practical service improvement workshop or a six-month tool implementation project.


Barclay Rae,  ITIL 4 Lead Author, SDI Associate,  itSMF UK/EssentialSM,  A2V Partner/director,
Service Desk Certification Auditor

Barclay’s experience covers over 700 service improvement projects, mainly in IT Service Management, but also in CRM, Contact Centre and other service delivery areas. Barclay is a member of the Axelos ITIL Lead Author team and is Lead Editor on ‘Create, Delivery and Support’ publication. Barclay also co-authored the ITIL Practitioner programme as well as SDI’s Global Best Practice Standard for Service Desk. Barclay’s focus is helping individuals and organisations successfully implement change, regardless of tools or methodology always developing new approaches and methods of delivery.

Key specialities: Strategic consulting for service organizations, consultancy training, management mentoring, reviews and assessments, project consulting, development of service metrics and SLM / SLA / Service Catalogue facilitation


John Noctor, Service Management & Best Practice Consultant, Trainer, Service Desk Certification Auditor and ITIL Expert

Dedicated to driving customer success and delivering exceptional customer experiences, John is a continual improvement evangelist, well known for his broad range of Service Management capabilities.

As well as a wealth of knowledge (stretching  over 20 years) in ITSM tools, implementations and change, John is one of SDI’s senior service desk auditors and a key contributor to SDI’s Professional Standards for Service Desk Professionals.


Damian Bowen, SDI Associate, Director Of Support Services at Acrinax,
Service Desk Certification Auditor

Damian is a passionate ITSM professional, working in IT for 25 years he specialises in DevOps, IT Transformation, Service Management Strategy, Design, Operations and Business enablement. His motto is “I believe IT can and should deliver value to the business and I work with clients to make this happen.”

Damian is noted for his passion for customer service when speaking, a focus he has used to help transform the IT Capability and Service Management for many organisations. Prior to setting up his own consultancy, Damian worked for 6 years as Director of IT & Service Delivery for NTT DATA, which at $13bn is one of the largest global SI’s. He transformed NTT DATA’s UK Service Operation into an award winning team supporting over 100,000 users.


Lynne Nash – Service Management and Service Improvement Consultant, Contributor to SDI’s Global Best Practice Standard for Service Desk, SDI Associate and Key Awards Judge, and Experienced Trainer

Lynne is an experienced service desk, service management, communications, quality management and service delivery expert with a wide range of capabilities across all of IT and its associated industries. Involved with Help Desks and Service Desks since the mid 1980s, Lynne has contributed to the success of many household names such as Fujitsu and the BBC.


Dr. Mauricio Corona PhD, SDI Associate, Service Desk Consultant, Service Desk Certification Auditor- Latin America

Dr. Mauricio Corona Chavez, based in Mexico City, has more than 16 years experience in technology consulting projects and best practices.

He is focused on leading strategic projects where best practices are used worldwide such as ITIL, eTOM, ISO / IEC20000 and COBIT to name a few. He is also involved in establishing governance models required for the adequate management of resources, risks and quality in delivery, always seeking the creation of value for the organization.


Susan Storey, Service Desk Auditor & Trainer

A Service Desk Manager, ITIL Expert and PRINCE2 qualified Service and Support Professional, Susan is adept at crafting and facilitating training solutions that exceed quality, scope and service level requirements.

Key strengths include: developing robust service desk reporting capability to enhance service delivery within UK and global organisations, to identify areas of inefficiency and using the SDI standards to offer advice and help on delivering customer-centric service support.


David Wright, Chief Value & Innovation Officer SDI

David is an award-winning leader, auditor and consultant with 20 years of BPO and ITO service experience ranging from first line to service management to business strategy. He is committed to creating world-class, customer-centric services through the creation of inspired, diverse and engaged teams.

David has a wealth of outsourcing and managed service experience with demonstrable success across a diverse range of business sectors and customers. As part of the very first team to achieve SDI’s 5 star service desk certification, David’s mantra of creating excellence at every opportunity is encapsulated in two simple words: inspire and deliver.


If you’d like to chat to any of our consultants we’d be delighted to arrange it.  Please call 01689 889214 or email us at [email protected]