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ABOUT

Founded in 2019 to bring the Focus Framework standard to IT Support.

Our goal is for Flow Management to become standard practice, 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, support is frequently slow, unresponsive, or it entirely fails.

Untimeliness is made worse by highly inaccurate or non-existent communication of delivery time-frames.

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Not surprisingly, it means the reputation of IT support is generally not good. This is carried through to the reputation of "IT" as a whole.

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Opimise was established upon the same realisation as Experience Management, that the status quo should not be that way. What differentiates Opimise is our realisation that through a new way-of-working in which teams are closely "tool-guided", it does not need to be that way at all.

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The way of working - Flow Management (FM) - is one side of the Support Ops Focus Framework (SOFF) that is owned, managed and developed by Opimise - a set of tool-based capabilities that produce timeliness by handling all of support's complexity, and all operational needs including continuous guidance, teamwork, engagement, metrics, manageability, continual improvement of knowledge, approachability, and communication with stakeholders. FM is not just optimisation, it is a cure-all for the 21 common support service issues.​​

 

The second side of the framework is its 20 underpinning good practice, high performance principles that IT organisations can take to develop advanced Standard Operating Procedures for maximum success, with service tool (ITSM / CSM) utilisation front-and-centre for any support service improvement strategy.

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History

History
On the back of nearly twenty years working in IT support and service management, from 2017, the framework was developed by Opimise's founder, David Stewart, over a seven year period, facilitated and piloted through further in-practice roles.

Opimise became a Cherwell (acquired by Ivanti) Technology Alliance Partner in 2019. Incorporating five FM capabilities, Team Performance Management 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.

 
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