"If you want "Big Difference" Service Improvement, ITIL is not enough".

 

Flow Management began to formally be introduced to organisations in January 2026. This January 2018 article marks the very start of the Focus Framework project following David's realisation of the importance of what came to be known as Activity Prioritisation for Flow Management together with its complement, Contribution Recognition.

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Nothing in the main changed. This article still sums up the central ITSM problem very well.

 

Covered are the significant shortcomings inherent of IT support's most widely used performance measure, the Resolution SLA, why it is necessary to focus heavily on developing a better Incident and Request Management process, what big difference factors are, and their main outcomes.

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There is one inaccuracy in the article. Every service tool does support AP to an extent.

 

Tap the image to read the article.