Ian MacDonald FBCS, CITP, FSM - Independent Consultant, Edenfield IT Consulting

Today, 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 you provide.



Continual Service Improvement (CSI) provides an opportunity to exploit the insight, knowledge and skills of your people to identify and drive improvements to your IT services that add value to the customer and begin to positively influence their perception of getting value for money from their IT service provider.



However, there is no value in CSI if the improvements provided are not focused on what your customer considers important to them. Equally, if the CSI improvements are not communicated to your customer and explained in a way that demonstrates tangible business value then this is a missed opportunity to demonstrate value and enhance customer satisfaction.



In this session, we explore the essential ‘CSI Building Blocks’ required to ensure that CSI becomes a core capability for the IT service provider to demonstrate value for money from the IT services provided to their customers.



This session will provide learning and guidance on:-

The importance of demonstrating value to ensure commercial success….and the challenge for the IT Service Provider

Understanding the concepts & characteristics of ‘value ‘

Understanding how CSI can provide ‘Value Add’ and positively influence customer perception of value for money

The essential ‘Building Blocks ‘ to enable CSI as an approach demonstrate the value provided from the IT Service providers people and capabilities



The ‘CSI Building Blocks’ include the need to apply ‘Outside In’ thinking to your ITSM strategy, understanding the importance of purpose and contribution in motivating your people to drive CSI in the workplace, the importance of business measures to convey business value and the importance of a ‘target and tailor’ approach to customer communications.