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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 aim is to make enterprises a better place to work and receive service.

 What/ Why? 

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.

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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 - a new and modern service system.

Take OFF for Teams (TOFT) for Flow Management is one of two aspects of the Focus Framework. It is a set of simple tool-based practices that handle all of IT support's complexity, and 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.

From 2018, the framework, including TOFT practices and the other aspect of the framework, its underpinning high performance principles taught in a training course, was developed over a five year period, facilitated and piloted through in-practice roles.

Opimise became a Cherwell (acquired by Ivanti) Technology Alliance Partner in 2019. Including five TOFT practices, TPM Insight 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 Prioritization was established in 2022. In 2023, the overall Flow Management capability came to be.

The framework's first book, "TOFT 7 Essentials", will be released as a microlearning course. The book's introductory sections are currently available to read or listen to.

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

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