Thinking from the ‘Outside In’ in ITSM - ERP Spain.com - España y América Latina

The commercial success of the IT service provider is based on its ability to provide customers with affordable, high quality IT services that provide good value for money. The paradox is that the provision of affordable, high quality IT services may not be perceived as providing value and value for money by the customer if their service expectations have not been satisfied and their perceptions of the IT service provider have not been positively influenced. Where customers don’t recognise the value provided then you become a cost which is a precarious position to be in. The IT service management strategy needs to recognise that it needs a strategic approach that positively responds to the needs and expectations of their customers and provide the platform to ensure customers ‘see and feel’ the value and value for money provided. In this session we consider the best strategic approach to achieve this. This session will provide learning and guidance on:- •The concepts of value in all its forms •Customer expectations of the IT service provider (over and above meeting service commitments) •Understanding the strategic approaches of Inside Out vs Outside In •The benefits of taking a balanced approach to In shaping your ITSM strategy •Defining an ‘Outside In’ strategy framework •Practical guidance on how to implement an ‘Outside In’ approach within ITSM