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Model Posing

IT Support uses ITIL. But many global issues remain.


  • Eliminate slow & unresponsive support.

  • Maintain precise service expectations.

  • Engage breakthrough team performance.

  • Elevate SLA's & XLA's with advanced metrics.

  • Enable AI through focused Knowledge Management & procedure improvement.

Flow Management lifts IT Experience Management. Read about where it fits in.

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Flow Management builds up from ITIL. A set of tool-based capabilities guiding teams for attentive service.

Anchor 1

Flow Management is...

  Are you losing focus on older tickets?  

 Or, does your support flow? 

 Fact is, over a quarter of IT support needs are not completed straight-off. A quarter of these turn bad*
By improving your use of meaningful statuses, Activity Prioritisation (AP) merges new ticket responses with timely scheduled progression of all older tickets. The question of "what next?" becomes a thing of the past, and no ticket can be left forgotten.

AP also ensures conversation threads are never missed, nor responses delayed. Then, with p
recise expectations shared
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on your service portal, service customers might never need chase a response again.

Looking for better performance?

  Lacking ticket journal quality for AI & Knowledge Centred Service? Or, do your teams keenly ensure it?  

Contribution Recognition moves focus from closing-down tickets, to improved attentiveness of work.
Attentiveness is seen in up to 12 types of support activity, all guided by AP including help for co-workers when progression falls behind, breaking-down ticket queue silos, minimising completion time, avoiding SLA breaches, and revitalising performance reviews with a focus on teamwork.


Even though Flow Management removes every global support issue, it's a way-of-working (wOw) that is simply enhancementnot change.

Read why in this 45-second synopsis taken from SupportWorld (HDI) and ServiceTalk (itSMF) articles.

 Unsure? An audit shows everywhere support experiences fall down - everywhere improvement will come. 

Support is your main “experience arena”. Timeliness makes it good. Timeliness needs Activity Prioritisation. Reliability needs Teamwork. Experience Management needs Flow Metrics. FM produces all three.
 Interested in  IT Experience  ? 

 Activity Prioritisation is simply an adjustment, but support becomes entirely streamlined across team & enterprise silos. 

AI & Automation can only assist


Get in touch or join the Community of practice to learn more, but first...  

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Understand why frequently slow and unresponsive service is normal.
Plus, Standard Activity Prioritisation explained including its main benefits (2 mins).
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Read more on why IT Experience Management (ITXM) needs Flow Management (5 mins).
"Attentiveness is the key to good service experiences. Flow Management brings attentiveness".

Join the Community of Practice to learn about the Activity Prioritisation features required for it to be successful, how it works with Contribution Recognition to break-down silos and engage teams in their best work, understand all 12 Flow Management practices and the range of Flow Metrics that form Digital Enterprise Service Maturity, plus gain access to other resources including:

1. "Sub-optimal practice" - learn how standard practice (ITIL) for ticket management can be made to work as well as possible (if your ITSM tool does not support FM);

2. "Strategic objective for experience #2" - learn how to move easily from phone channel reliance to the Digital Channel Service Desk, and the many reasons for doing so.

The future of human-centric support is here.
Let's shape yours together.

  See how it works - say good-bye to a badly managed backlog. Hello reliable, timely service.

  Reduce the Experience Gap without FM practices - have your teams learn FM's 20 good practice principles.  

  Flow Management DIY? Verify against the Focus Framework.  

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21 Operational Issues harm IT support. Get the background...

Articles written for SupportWorld, to your Inbox weekly

Shown from research

* HappySignals, HDI & MetricNet

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