Changing Customer expectation around value addition to the business by an outsourced Application Support service provider?

As an IT support service provider,

Ø  What additional visibility you bring for the data accessed / accumulated through monitoring or resolution of IT tickets? 

Ø    Is your monthly report, which is based on ITIL framework, usable by the Operations team to bring in improvements?  What value it brings to the Business?

Ø  What kind of platform have you built between IT & Operations to discuss the issues, responsibilities and improvement on common grounds?

Ø  Can you identify the Business Impact areas for the IT tickets?

Ø  Besides your IT support expertise, are you able to understand my business well to provide reduction in the number of IT tickets?

The answers to most of these can be found in the way business knowledge is used in the Application Support engagement; the way you understand the subject; or an approach by which you share your IT support data with Operations.  

Do you agree? Pls share your views.

(Pls see my blogs where I express my views on the need to have relevant business understanding and the approach to build that framework in order to institutionalize the process)