Demonstrating Value from ITSM

If your customers don’t see value in what you do……then you are a cost. Whilst cost will always be a key factor to business customers, it is ultimately the perceived customer value of the services provided that ultimately influences the business view of whether they feel they...  READ MORE

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  • Course:WS-VALUE ( £350 )

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Demonstrating Value from ITSM

Overview

If your customers don’t see value in what you do……then you are a cost.

Whilst cost will always be a key factor to business customers, it is ultimately the perceived customer value of the services provided that ultimately influences the business view of whether they feel they are getting value and more importantly ‘Value for Money’ from their spend on IT.

Demonstrating value should be a strategic imperative for all IT service providers to ensure high levels of customer satisfaction and achieve customer loyalty.

In responding to this challenge IT service management professionals need to recognise that simply meeting the service commitments of the business consistently may no longer be considered enough. Your business customers will over time have an expectation of increasing ‘value’ from their investment in the IT services and the supporting capabilities you provide.

The reality is often that the services we provide and our ways of working often fail to convey the real value they deliver because customers don’t recognise it. But what is value and how best can we ensure that customers see and feel the value of their IT services and the supporting IT organisation?
 

 

Objectives

  • To understand value in all its forms
  • To recognise the importance for IT service providers to demonstrate their value
  • To recognise the current value inhibitors and challenges that IT service providers have in demonstrating value
  • To understand how value is determined by your customers and how perceptions of value are (+/-) are influenced
  • To provide practical examples of value enablers that will convey value to your customers
  • To understand the importance of marketing and promoting your successes

Topics & Content

  • Its now Value over Service
  • hat is Value:
    • Value Creation
    • Value Add
    • Value for Money
  • Value Leakage
  • Differing perspectives of Value:
    • The Service provider perspective
    • The Customer perspective
    • The Commercial perspective
    • A Best Practice perspective
  • The Value Inhibitors: Current challenges in demonstrating the value of IT services
  • Gaining customer insight of how they determine value:
    • The 7 ‘givens’ of customer expectations
    • Outside In thinking (vs Inside Out thinking)
  • The Value Enablers: Managing customer expectations:
    • Value propositions for IT services
    • Measure and report business outcomes
    • From SLA to XLA
    • The importance of communication when things go wrong
    • Continual Improvement with a focus on value
    • Benchmarking
    • Showcasing IT
  • The importance of marketing and promoting your successes
     

 

Dates For Demonstrating Value from ITSM

Dates for this course are available on request. Please Contact us for details.

Availability and pricing for Demonstrating Value from ITSM:

Dates for this course are available on request. Please Contact us for details.