ABOUT
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 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 flow.
Flow Management (FM) 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 operational needs including responsiveness, teamwork, team engagement, manageability, technical knowledge, service approachability, communication, and continual improvement. FM is not just optimisation, it is a cure-all for the 21 common support service issues.
