Inspire Value Summit - VR Field Best Practices

Inspire Value Summit Value Realization Field Best Practices

Participate, have fun and get you thinking about different VR concepts you will run into this year 

Multiple Select

Select all that are true

• We can only support value realization for itsm?

• We should engage in a value realization even without stakeholder commitment from the customers side?

• A customer who's data is not visible in tableau is not eligible for value realization support?

• Reviewing with sales & renewals teams opportunities out of quarter is a good way to identify VR candidates?

Multiple Select

When is the ideal time to start to engage with the sales team for performing a VR?

• 1 Day Prior to Renewal

• Shortly After a New Contract

• 12 Months Prior to Renewal

• VR request should be initiated by customer outcomes

Multiple Choice

What items are included in “Best in Class” VRs?

• Raw Tableau Data

• History with ServiceNow; Value Realized; Tableau Data; Peer Information; Roadmap

• Value Realized; Tableau Data

• Potential Value; Pricing Information

Multiple Choice

Q Baselining: A customer since April 2018 wants to show the value of implementing ServiceNow in ITSM. What baseline period should you use?

• –Latest data is always best. Use a last 6 months vs previous 6 months approach

• –You want stable data: Use a 12 month vs 12 month approach

• –We need to show value since they started paying! Use 15 month vs 15 month approach

• –It depends on the value story we want to help tell with the customer and specific to their business

Multiple Choice

A customer wants to show the value of a service portal just 10 months post implementation. It needs to be prepared for a EBC and is a strategic account. You most likely should:

• –Show the VR lite dashboard on tableau that shows 2M in savings for request fulfilment over the past year

• –Propose a value realization that looks at ITSM KPI evolution 5months vs 5months

• Use a qualitative and quantitative approach to understand the situation before and after ServiceNow was implemented. Start by understanding the types of request on the portal.

Multiple Select

•Identifying not only value realized but also value opportunity and value leakage is important because:

• •It's best to identify and avoid these conversations when they have not realizing value in a certain area as it can offend customers

• It is a good starting point to understand their performance/situation and build a roadmap.

• Having these conversations, if framed correctly can built trust with the customer.

Multiple Choice

Bonus question: Matt Lee Introduced this year a concept in value realization he refers to as “tip of the iceberg”. What does this refer to?

• –Often value realizations studies only quantify incremental value, we should visualize value as recurring and accumulating over time.

• –The tip of the iceberg refers to a subset of value captured in a few automated workflows in itsm

• –Value is subjective and only what we see on the surface is what we quantify leaving the rest of the iceberg below water