Demonstrating Value from ITSM
IT service providers are often judged by cost, even when their work makes an important contribution to business performance. If customers cannot clearly recognise that contribution, reliable service delivery alone may not be enough to demonstrate value.
This practical workshop explores what value means from the customer’s perspective and how IT teams can make the outcomes they enable more visible. Participants will examine the difference between delivering services, meeting agreed targets and creating value that customers genuinely recognise.
Through facilitated discussion and practical exercises, the workshop helps participants consider how services, measures, communication and improvement activity can be better aligned with customer priorities. The aim is to identify practical ways to strengthen customer confidence, demonstrate value for money and improve the business perception of IT.
By the end of this course, you will be able to:
Explore Value Creation, Value Add and Value for Money — the three perspectives the workshop uses to define what ‘value’ actually means for an IT service provider and its customers. Without that shared definition, value conversations stall.
The workshop frames demonstrating value as a strategic imperative for ensuring high customer satisfaction and earning customer loyalty.
Identify the current value inhibitors and challenges that IT service providers have in demonstrating value — including value leakage and the gap between what was delivered and what the customer perceives they received.
Learn how value is determined by your customers and how perceptions of value (positive or negative) are influenced. The session draws on the seven ‘givens’ of customer expectations and the difference between Outside-In and Inside-Out thinking.
Work through practical examples of value enablers — including value propositions for IT services, measuring and reporting business outcomes, moving from SLA to XLA, communicating well when things go wrong, continual improvement, benchmarking and showcasing IT.
Understand the importance of marketing and promoting your successes. Even strong delivery goes uncredited if customers and stakeholders never hear about it, so the workshop covers how to turn good outcomes into visible ones.
Understanding Value
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Why value matters to IT service providers
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Moving the conversation from services and cost to value
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Value creation, value added and value for money
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Recognising and reducing value leakage
Different Perspectives on Value
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The service provider perspective
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The customer perspective
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The commercial perspective
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A best-practice perspective
Understanding Customer Expectations
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Common barriers to demonstrating value
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How customers determine and perceive value
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The seven “givens” of customer expectations
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Outside-in and inside-out thinking
Demonstrating and Communicating Value
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Developing value propositions for IT services
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Measuring and reporting business outcomes
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Moving from service level agreements to experience level agreements
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Communicating effectively when things go wrong
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Continual improvement with a focus on value
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Benchmarking and showcasing IT
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Marketing and promoting successful outcomes
Workshop • Live Online Workshop
A live online practical workshop led by one of our consultant-trainers. The session is built around exercises, group discussion and your own organisation’s situation rather than exam preparation, so you leave with ideas you can put to work straight away. Joining instructions and any supporting materials required in advance will be provided before the session. There is no examination.
How it works
Frequently Asked Questions
Workshops are practical, facilitator-led sessions focused on applying the material to real scenarios. Expect group exercises, discussion and plenty of opportunity to raise your own challenges rather than a lecture-style delivery.
Enhance Your Organisation workshops are practical, facilitator-led sessions designed to help teams address specific service management challenges. Rather than following an examination syllabus, each workshop combines relevant best-practice guidance with discussion, exercises and your organisation’s own circumstances. The aim is to develop shared understanding, identify practical improvements and help participants apply what they learn in the workplace.
The price includes live virtual tuition and the items shown in the booking sidebar. Any supporting materials required in advance will be provided before the session. There is no examination.
Yes. We can deliver private workshops for your team, either at your premises or through a dedicated live virtual session. Contact us with the number of delegates and your preferred dates, and we will provide a tailored quotation.
Cancellations and transfers are subject to our booking terms. Please see our Terms and Conditions for the applicable notice periods, charges and other important information.
Group discounts may be available when two or more delegates book the same workshop. Please contact us for a quotation.
Where scheduled dates are available, select your preferred date and click “Book Now”. If dates are shown as “Dates on request”, contact us on 01706 361110 or at to discuss availability or a workshop for your team.
Course Dates & Pricing
for Demonstrating Value from ITSM
| Start Date | End Date | Duration | Location | Delivery | Price | |
|---|---|---|---|---|---|---|
| Dates on request | 1 Day | Online | Live Online Workshop | £395 + VAT (£474 inc VAT) | Enquire |
Need different dates or an in-house course? We can arrange bespoke sessions for your team. Contact us to discuss your requirements →
Trusted by IT professionals
"A quick note to say “Thank you” for making the course enjoyable and informative. [Michelle's] enthusiasm for the subject made the work on the course much easier to follow."
"Stuart was a very good trainer and hopefully, having passed both mock exams, I will successfully pass the actual ones. Thank you."
"As always a professional and informative approach to training - highly recommended."