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Delivering Value

Business Value

Information Systems provide competitive advantage, impacting competitive position but also cost. IS departments increasingly have to justify the value of their systems and their people. They are frequently becoming a business within a business – tasked with providing solutions for the parent business to make them more responsive and more competitive.

Technology Supplier or Business Partner?

In the face of significant outsourcing and end-user independence, CIOs need to demonstrate their departments’ ability to deliver greater value to the business than the alternatives, ensuring that IS goals are aligned to corporate goals. Therefore CIOs need to build strategic partnerships, based on a comprehensive understanding of business requirements, to ensure that the IS department is the supplier of choice. This frequently means that the IS department needs to change its image: from that of a service supplier to a business. To do this, IS managers need to build cohesive teams, to effectively mobilize the skills needed to specify and deliver IS services to the user. This involves the most difficult challenge of all: Changing Attitudes and Behavior. Partnerships are earned through trust and credibility established by people in the relationship – people who may have to add new ‘soft’ skills and behaviors to their technical skills.


  • Identify customers’ business priorities and reflect these in delivering projects on time, to specification, and within budget.

  • Become proactive in recognizing IS opportunities to add value to the business and be recognized by customers as contributors to business targets.

  • Manage customers’ expectations and be able to cost-justify IS investments.

  • Take a more creative role in identifying IS solutions and provide solutions that represent a win both for the business and for IS.

  • Plan and conduct meetings more effectively and develop closer partnerships with their customers.

  • Manage both customers and IS staff to the satisfactory completion of projects.

Delivering Value helps you to build critical partner relationships based on trust and credibility. It provides a framework not only to introduce new skills but to apply them in the workplace to produce lasting results.


Delivering Value is designed for every member of your IS team. The workshop focuses on providing participants with an appreciation of the business needs of IT users, giving a broader perspective of the roles and responsibilities of the IS professional. It develops skills and understanding in the effective delivery of IT-based solutions to meet the company’s business objectives.


Delivering Value uses well proven processes, developed from programs run successfully for leading technology companies and IS departments worldwide including GlaxoSmithKline, IBM, KPMG, Mobil Oil, Ontario Hydro and Yorkshire Water. The core material is well proven and customized to your exact requirements.


Delivering Value will enable IS professionals to develop successful long-term relationships with their internal customers and end-users based on their focus on business value and customer satisfaction.


Download the Course Details (PDF)

Course Contents

Introduction - Workshop objectives. The business landscape, IS and it’s competition (external predators and internal budget constraints).


Business Value - How it’s measured. What’s important. People and buying decisions. Personal Agendas and Business Wins.


Seeing IS Through Their Eyes - Put yourself in the shoes of the partner’s management team. What would their objectives be? Why will they work with you? What is their perception of the value of the relationship?


Value Perception - Developing value propositions. Understanding the value perception of different customers/users.


Consulting Power - Identifying your Power Bases as a Consultant and Technology Expert. Building power and using it effectively.

The Consulting Process - Develop effective differentiation. Competitive differentiators and Proofs.


Planning Effective Meetings - How it’s measured. What’s important. People and buying decisions. Personal Agendas and Business Wins.


Partnership Planning - Develop a win-win Partnership Plan as the basis for your ongoing customer relationship and project management. Understand how to manage customer expectations.


Questioning and Listening - Develop a consultative questioning style for working with customers. Understand the power of effective listening.


Role Plays - Real-life role-plays to practice your new consultative skills. Develop confidence in planning and conducting customer/user meetings.

Situational Leadership - Identify your natural leadership style and understand the need to adapt that style to suit the needs of the people in your team.


Coaching Skills - Understand basic coaching skills to improve team leadership skills and customer relationship management.


Team Presentations - Bring it all together in real-life practice: Presentations in Teams to win the support of end-user/customer executives to real, current IS projects or initiatives.


Summary and Action Plans - Make plans to put the new skills into practice back in the workplace.


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