Gartner Research

Tech Go-to-Market: Building Your IT Service Value Story, Part 2 — Defining Your Service Benefits Profiles

Published: 11 March 2014

ID: G00262629

Analyst(s): Rob Addy


Service benefits are a foundational component of service value. Providers must ensure they understand the benefits they deliver if they are to convince customers of their services' value. We show you how to identify and describe your service benefits as part of an end-to-end value story.

Table Of Contents
  • Key Challenges


  • Contextualizing This Research Within the Service Value Articulation Process


  • Defining Your Service Benefits Profiles
    • Get Fundamental — It Starts With What You Do, Not What You Say That You Do
    • Question Everything — Not Every Action Is Necessary or Worthwhile
    • Prioritize Your Positioning — Some Benefits Are More Equal Than Others
    • Reinvigorate Common Benefit Statements With Quantified Proof Points
  • Best Practices for Defining Your Service Benefits Profiles
    • Conduct a Service Delivery Activity Audit to Build a Capability Inventory
    • Construct Benefits Profiles for Every Service Line and Offering

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