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Online Masterclass – Demonstrating the Value of IT

5 March, 9:30 am - 5:00 pm


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?

Target Audience

This event is aimed at IT management and IT service management professionals at Beginner/Intermediate level. Facilitated by Ian MacDonald, who is industry recognised for his IT service management (ITSM) knowledge and experience, the event will provide practical guidance on how to outline a value strategy based upon practical methods, techniques and approaches that will ensure the customers recognise the value provided by the IT service provider.


What will it involve?

During this event we will cover:

  • Its now Value over Service
  • What 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

What are the key benefits of attending?

Benefits include, but are not limited to

  • To understand value in all its form
  • 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

Delivery Platform

This online Masterclass will be delivered using the MS Teams platform.

How much does it cost?

Places are available to itSMF UK members for £295.00 + VAT.

Not yet a member? You’ll be shown a price of £460 + VAT which includes an ‘Individual’ level annual membership.  To find out about other membership levels, benefits and costs please click here.


Please contact the office on +44 (0) 118 918 6500 to discuss a dedicated delivery of this event for your organisation.
online remote


5 March
9:30 am - 5:00 pm
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Online Delivery


itSMF Events Team
+44 (0)118 918 6500
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