Started in 2019 to bring the Focus Framework's efficiency standard to organisations everywhere, Opimise is a DigitalOps solutions practice for IT and Enterprise Service Management.
IT support is central to Service Management, but it has always had a big problem. For tasks that can't be automated, made self-service, or otherwise completed straight-away, weak service experiences happen a lot.
The cause is slowness, made worse by lack of communication around delivery time-frames (aka weak expectations management). Worse still, service needs are frequently not met at all.
Not surprisingly, slow and failed service means the reputation of IT support is not good. This is carried through to the reputation of "IT" as a whole.
IT organisations might not truly acknowledge the "big problem", because standard service information leaves its extent unknown, and because an approach to tackle it has not been brought forward.
Experience management practices are helping, but what is needed much more-so is an approach that ensures customer experience is good every time. What is needed, is a new, modern service system.
TOFT (the Focus Framework) handles all of IT support's complexity, through a completely structured and streamlined approach. Its fundamentals are incredibly straight forward and appealing to adopt. As a whole, TOFT considers all service needs, including responsiveness, teamwork, team engagement, manageability, technical knowledge, service approachability, communication, and continual improvement. TOFT is not just optimisation, it is a cure-all for the 21 common support service issues.