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Founded in 2019 to bring the Focus Framework efficiency standard to IT Support everywhere, Opimise is a DigitalOps solutions practice for IT and Enterprise Service Management.

Our goal is for enterprises to become better places to work and receive service

 What/ Why? 

IT support is central to IT 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 a way-of-working that produces timely flow of activity.


Flow Management (FM) is one of two aspects of the Focus Framework. FM is a set of tool-based capabilities that handle all of IT support's complexity, and all operational needs including responsiveness, teamwork, team engagement, manageability, technical and procedural knowledge, service approachability, communication with stakeholders, and continual improvement. FM is not just optimisation, it is a cure-all for the 21 common support service issues.


On the back of nearly twenty years working in IT support and IT service management, from 2018, the framework was developed over a five year period, facilitated and piloted through further in-practice roles. Identification of "the real ticket lifecycle" - the full set of meaningful support statuses that enable so much capability, superceding standard practice of simply "new", "in-progress" and "on-hold", was a key aspect of this work.

Opimise became a Cherwell (acquired by Ivanti) Technology Alliance Partner in 2019. Incorporating five FM practices, Team Performance Management (an "opApp") became available for the platform in 2021 and Flow Metrics for ITSM were introduced to the ITSM community for the first time, through articles written for ITSM.tool, then later for itSMF UK's ServiceTalk magazine, and HDI SupportWorld.

The term Activity Prioritisation was established in 2022. In 2023, Flow Management became the given name for the Focus Framework's overall scope of capabilities, and "wOw" the way-of-working and company slogan.

Introductory sections of the book "7 Flow Essentials" are currently available to read or listen to.

The course "IT Support Service High Performance Principles" is available now.

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