Started in 2019 to bring the Focus Framework's efficiency standard to organisations everywhere, Opimise is a DigitalOps solutions practise for IT and Enterprise Service Management.
IT support is at the centre of ITSM, but it has always had a big problem. Weak service experiences happen a lot.
It happens when delivery is slow, and when expected delivery timeframes are not communicated. And an even
bigger problem, which also happens a lot, is service needs not being 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, by focusing minds on timeliness and other experience factors, but what is needed much more-so is a new approach to ensure a good customer experience is the outcome every time. What is needed, is a new service system.
TOFT (the Focus Framework) is a modern service system that handles all of IT support's complexity, through a completely structured and streamlined approach. Its fundamentals are incredibly straight forward and easy 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.