Flow Management is a breakthrough new way of working for Enterprise Support
Utilise your Service Tool (ITSM / CSM).
From ITIL to far beyond.
®
Understand why untimely IT support is a global problem, then how to make it flow instead.
Aspects of Flow Management
Streamlined
Experience
Knowledge
AI
Channels
& SIAM
Discover what good support looks like.
In IT, there is much more to support than fixing things well, ideally the first time around. While Flow Management does facilitate this crucial outcome in several ways, at its core are 12 identified types of support activity and many more ticket lifecycle statuses, six of which are high priority, all optimally organised by a simple breakthrough: Consistent Status Management, for Activity Prioritisation.
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From disorganised to optimised in three easy steps. Start in IT. Adopt enterprise-wide.​
Switch focus, from tickets to what is important - the timely activity required for attentive service.
Why?
Activity-based capability #1 is for Timeliness
#2 is for Reliability
#3 is for Ease
#4 is for AI.
All enabled by the metrics support always needed.
Flow Metrics
The Focus Framework identifies a process gap that's the root cause of weak support, and explains how to fill the gap, to make support flow instead.
Unaddressed, many operational requirements fall through the gap. Backlog builds and tickets are chased. Understand the real reasons weak support happens. Read the AP Brief.
Activity Prioritisation (AP)
Effortlessly guide all required support activity with ideal timing.
Contribution Recognition
Engage breakthrough performance including cross-queue-teamwork.
Portal Purposing
Remove Call-Centre reliance by moving to the always responsive Digital Channel Service Desk.
KCS & AI
Flow Management is the means for AI success.
Is your team's work flow SOFF Certified?
Losing focus on older tickets?
Support conversations often fall dead?
Or, does your support flow?
Activity Prioritisation (AP) utilises ticket lifecycle statuses to merge new ticket responses with the timely scheduled progression of all older tickets. With all required activity perfectly organised from the top down, the question of "what next?" becomes a thing of the past, and no ticket can be left forgotten.
​AP ensures conversation threads are never missed, nor replies delayed, and with accurate timeframe expectations shared on your service portal, customers might never need to chase a response again.
Did you know..? 21 support ticket situations arise in all IT organisations. AP uses a minimum of 12 statuses to prioritise and manage them, with timeliness improved further by adopting a complete set suited to individual circumstances, chosen from a total of three dozen statuses identified in the Focus Framework.
For the complete AP advantage, add Contribution Recognition and choose from a range of integrated capabilities...
Unsure if performance is good?
Or, do your teams keenly ensure it?
Contribution Recognition is AP's complement. It moves a team's focus from just closing-down tickets to the attentiveness of work that's guided by AP.
Attentiveness is seen in the 12 types of support activity, 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.
To see how it works, book a demo.
Contribution Recognition is the central component of Team Performance Management. TPM is a set of five capabilities enabling teams to "stay close", particularly beneficial for distributed and WFH teams.
Want maximum uptake for your Digital Channels?
For non-urgent support needs, employees and customers prefer to use a service portal*. When speed is of the essence though, particularly when IT things go wrong, a phone call tends to be the choice.
But Call-Centre reliance has 16 disadvantages that affect those needing support as much as service providers.
Flow Management's Portal Purposing enables the Digital Channel Service Desk. It removes every Call-Centre disadvantage, making Flow Management not only for the 25%, but for every new ticket too.
If your service management strategy includes utilising AI, Portal Purposing is essential.
A third game-changer.
Learn the Focus Framework's principles for IT support - the criteria necessary for support to be done well. The principles are taught in our free microlearning course, for developing advanced Standard Operating Procedures (SOPs).​​
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The future of human-centric support is here.
Let's shape yours together.
Flow Management DIY? If going-it alone, verify against the Focus Framework.
21 Operational Issues harm IT support. Get the background...