Requester vs
resolver experience: End users want a quick answer. Service teams need routing, ownership, history and enough technical detail to resolve the issue.
ITSM & IT OPS DEMOS
Better demos forITSM and IT operations teams.
ITSM software connects requesters, service desk agents, technical teams, assets and change processes. Buyers want to know how work moves across those groups, how the CMDB supports decisions and how the platform fits with monitoring, development and identity tools.
1,000+software demos reviewed
500+sellers trained
15+years in B2B software sales
I work with ITSM and IT operations teams
01 / Buyer reality
What makes ITSM and IT operations buyers different
A single ticket can touch the end user, service desk, specialist teams, change management, assets and reporting. The value sits in the flow between them.
Incident, problem and change are connected
A demo should show how these processes support each other instead of treating them as separate modules.
CMDB quality matters
Service impact is only useful when configuration and service data is accurate enough to trust.
ITSM is part of a toolchain
Monitoring, endpoint tools, identity, collaboration and developer tools often create or update work automatically.
More than skills.
DemoRamp is a complete toolkit built around three areas with ongoing guidance and coaching for long-lasting, behavioral and organisational change.
Skills
Improve your teams communication, presentation and soft skills.
- Storytelling
- Discovery
- Audience Engagement
- Objection Handling
- Managing Questions
- Confidence in Demos
- Demo Language
- How to Establish Trust
Process & Standards
Build repeatable processes and clear rules around demos.
- Entry & Exit Criteria
- AE/SE Positioning Canvas
- AE/SE Alignment
- Handoff to Sales
- Feedback Loops
- Demo Standards
Checklists, Frameworks & Templates
Practical, ready-to-use tools your team can apply in their very next demo.
- Objection Handling
- Bad & Better Demo Questions
- Demo Language
- Useful Prompts
- MEDDICC for Solution Engineers
- Demo Planning Template
- Post-Demo Feedback Template
Ready to build skills, systems and habits?Book a free 20-minute call
02 / Demo challenges
Where ITSM and IT operations demos usually go wrong
Where ITSM demos usually go wrong. Here are the patterns that come up again and again.
Main challenge
Self-service without the service desk reality
Showing a clean self-service portal but never showing the real work after the ticket reaches the service desk.
Showing an incident that goes straight to the right team
Real tickets get reassigned, escalated, linked and sometimes turned into problems or changes.
Treating the CMDB as magic
Buyers need to see where configuration data comes from and what happens when it is incomplete or wrong.
Showing automation with no exception path
A workflow is only useful if the team can understand and handle the cases that do not match the rule.
Showing service dashboards without linking them
Showing service dashboards without linking them to SLA, ownership, backlog and the actions a manager can take.
03 / What buyers need to see
Your demo has to prove the right things.
Not every workflow deserves equal time. These are the things that matter most to ITSM and IT operations buyers.
Follow one request or incident from
Follow one request or incident from requester to resolver, including reassignment or escalation.
Connect the ticket to the affected
Connect the ticket to the affected service or configuration item and show how that changes the decision.
Show a real integration, for example
Show a real integration, for example monitoring creating an incident or a change linked to a deployment.
Show approvals and risk around a
Show approvals and risk around a change, including what the process does when information is missing.
Demonstrate self-service and knowledge with a
Demonstrate self-service and knowledge with a case where the user can actually avoid opening a ticket.
Where do you want to start?
Start wherever makes sense for your team’s maturity level. You don’t have to decide everything now. We can always expand later.
How good are our demos?
FreeFree Demo Review
Let’s start by reviewing a handful of your recorded demos, to see how you’re doing and where you need the most support.
See Demo ReviewHow can we see results from the very next demo?
Quick winDemo Skills Workshop
Quick tips and better habits your team can use in the very next demo.
See Skills WorkshopHow do we make sure that everyone follows the same best practices?
Recommended90-Day Demo Performance Accelerator
A full training and coaching program with guaranteed results, and your sales team involved.
See 90-Day Accelerator
Also on its own: ENGAGED™ Demo WorkshopDemo Feedback ServiceOnline Demo CoursesCompare the options
04 / Proof
Relevant experience in ITSM and IT operations
ITSM admins can quickly move into CMDB structure, workflow rules, custom fields and connector details. That can turn the demo into a configuration workshop before the service problem and operational impact are clear.
“The demos that win are the ones that make the buyer’s real problem obvious first, and only then go deep into the detail.”Max LüpertzFounder, Presales Rockstars
1,000+demos reviewed
500+sellers trained
15+years in B2B software
Great Demo!certified coach
Grab your free resources.
Cheat sheets, checklists and guides to apply in your very next demo.
PDF · 1.3 MB10 Engaging Demo Questions
Meaningful and engaging demo questions beyond "Does that make sense?"
Download
PDF · 1.2 MBObjection Handling Cheat Sheet for SEs
The most common objections and how to handle them
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PDF · 246 KB54 Bad and Better Demo Questions
Detailed list of what questions (not) to ask during your demo
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PDF · 1.7 MB5 Quick Wins for Your Demo
5 ready to implement steps that will improve your demo and demo process right away
Download![[Mini Ebook] How to gain your customers trust](/images/resources/resource-5.webp)
PDF · 1.7 MB[Mini Ebook] How to gain your customers trust
How to build real trust with your clients by taking a genuine interest in their unknown challenges
Download
PDF · 1.9 MBMEDDPICC Guide for SEs
Everything you need to know about MEDDPICC as a Solution Engineer
Download
PDF · 126 KBDemo Entry & Exit Criteria
How to make sure that every demo request you and your team receives is properly qualified
Download
PNG · 102 KBStages of Your Customer Buying Journey
Understand your customers buying journey and what kind of input they need from you at every stage
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PDF · 657 KBDemo Preparation & AE Alignment Checklist
How to better align internally on your demo objectives and narrative to make every demo count
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PDF · 118 KBHow to Establish Trust in your Demo
Behaviours that make your customers trust you; or break it.
DownloadWant to make your ITSM demos feel more like real service operations?Let’s look at how your demo handles the messy hand-offs, data and exceptions that happen after the request is submitted.