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.

 What/ Why? 

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

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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.


David Stewart is Opimise's founder. Before beginning work on developing the Focus Framework, David's experience across 18-years in diverse technical and managerial roles led to his deep understanding of the many issues that always exist when support services follow a purely ITIL way of working.
First seeds of a new way were sown in 2007. Cherwell Service Management exposure in 2014 was when things began to really move forward. Appreciating that service team managers can only make a difference to delivery around the edges, and that modern service tools are the great enabler, David's pursuit of reliable, timely, and high-quality service, through team enablement, began.
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From 2016, the framework was developed over a five year period, facilitated and piloted through further in-practice roles, and with the development of two key software components in Cherwell Service Management.

Opimise became a Cherwell (acquired by Ivanti) Technology Alliance Partner in 2019. TPM Insight, became available for the platform in 2021 and Flow Metrics for ITSM were introduced for the first time.

The framework's first book, "TOFT 7 Essentials", is due for release in Summer 2022. The book's introductory sections are currently available to read or listen to.

The microlearning course "IT Support Service High Performance Principles (TOFT)" is available now.

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To share TOFT practices, to make IT and enterprise support a far better place to work and receive service.

Opimise looks to works with tool vendors, Managed Service Providers, IT consultancies and end-user organisations in the pursuit of this goal.

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Lead the initiative...