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Available for adaptable tools such as ServiceNow and Cherwell, our "quick-win" one or two step Reform services introduce timeliness and reliability. With 3-Step Reform, team performance is transformed as well.
Each is a primary TOFT practice:
Activity Prioritisation (30-second read)
Pinpoint Expectations Management
Contribution Recognition (60-second TPM video
Not 100% sure? Understand the imperative with an initial audit.
| No matter where you are in the world, our assistance is available remotely, including gap analysis, practice introduction, operating procedure documentation, and accompanying online courses for your teams to take.
For your current tool, we can provide a report setting-out which TOFT practices can be implemented, to what extent, and what's involved.
ITSM Tool Replacement
We can help you to decide which TOFT capabilities are important for you, and which tools are capable of supporting them.
Service Portal Purposing
High digital channel use is highly advantageous for support staff, and for requesters too. If this is your objective, we target over 95% uptake, achievable in any service tool with two base practice improvements...
Base practice improvements for any service tool
1. Progression Point Prioritisation
A basic form of activity prioritisation is introduced that benefits all service teams, focusing effort where it is needed the most to reliably achieve timeliness at key ticket progression points. Here's what we do...
Tool and support service analysis to determine your requirements.
Draft operating procedure documentation (a complete SOP if required).
Accompanying online mini-course for teams to learn the procedure, specific to your organisation.
Service tool configuration including multi-team Progression Dashboard build for a dashboard-led approach.
Transition workshops across all teams.
If you use a tool with extensibility, for instance Ivanti or ServiceNow, Perfect Prioritisation should be introduced instead.
A team's transition to Progression Point Prioritisation or Perfect Prioritisation opens the way to become a Digital Channel Service Desk in which requesters keenly use your portal and other digital channels in preference to phoning your call centre.
2. Optimal Service Catalogue & Portal
Good service catalogue and portal form design is the second prerequisite to become a Digital Channel Service Desk to replace your call centre (if this is your strategy), and is essential for a number of other reasons.
Your catalogue and portal design should produce accurate and actionable insight into the precise nature of support, plus how things are changing and improving. Here's what we do...
Analysis and report on any recommended catalogue changes, simplified categorisation and shift to meaningful resolution categories that are standardised through integration with your portal.
Document changes for control and enablement.
Run transition workshops with teams.
Implement the changes including advisory to portal users.
Assist with modifying service reports to align with the changes.
If becoming a Digital Channel Service Desk:
Implement portal purposing for urgent needs.
Assist with your communication plan to explain the portal's new use.
Add portal referral templates for Service Desk use, added to your SOP and its training course.
Align your Service Desk to adjusted roles and responsibilities.
Questions? Book an online meeting with David...
or contact us.
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