Session 105: Digital Leadership for Humans

Tuesday, October 16 at 10:00 AM

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We talk a lot about digital transformation as a technical revolution, but there's more to it than just technology. It's really about transforming an organization and its people. For digital transformation to be truly effective, you must develop the skills required for successful leadership: people, communications, management, business, etc. These skills are as—if not more—essential for digital success than just having good technical or process skills. So, while the industry is constantly churning out new and disruptive technologies, frameworks, and "management-thinking" paradigms, there's an ever more pressing need for people to be able to function at a professional and business level. In this session, join Barclay Rae and dive into the following questions and more:

• What is leadership, and how is it more than just management?
• How do you develop leadership skills and competencies?
• Can everyone/anyone be a leader?
• How can organizations develop and leverage their people, skills, and competencies to improve business performance?

Barclay Rae


Barclay Rae is Director of ITSMF UK, a director of EssentialSM. He has worked on approximately 500 ITSM projects over the last 25 years, and currently delivers strategic ITSM consultancy, as well as media analyst services to the ITSM industry. He is an ITIL Lead Architect and a co-architect of the ITIL Practitioner scheme with Axelos, and co-author of the SDI certification standards and the current ISO/IEC 20000 revision.

Barclay is an experienced ITSM consultant, analyst, writer and speaker. He was named in the HDI top 25 T
hought Leaders in Technical Support and Service Management, 2017 and 2018, and ‘ITSM Contributor of the year’ in 2014 at the SITS show.
Barclay has created ‘ITSMGoodness’ – a set of practical steps and guidelines – simple practical and proven tips and tools – for successful ITSM. Visit for details and free to air access – join the Twitter conversation at #ITSMGoodness and follow Barclay at @barclayrae.