Grid
Optimisation, or any level of improvement in-between
 
Our book, "TOFT 7 Essentials", provides guidance on tool-based improvement options. The usual place to start is with prevention of backlog and customer escalations, through the introduction of:
  • A Status Priority System, for Perfect Prioritisation
  • Contribution Recognition
  • Pinpoint Expectations Management.
| No matter which ITSM tool you use, a big difference can be made quickly and easily *;
| and no matter where you are in the world, our assistance is available remotely, including gap analysis and practice introduction.

To help you get the most from TOFT's most vital component - SPS - we offer four standard services:
  • Status Priority System (SPS) - Optimisation.
  • Service Desk Roles: "Control-by-Role".
  • Service Catalogue - Optimisation.​
  • Service Ticket Management Process Training.
     
Gap Analysis

For your current tool, we can provide a report on which TOFT practices can be implemented, to what extend, and what's involved.

ITSM Tool Replacement Advisory

TOFT should be the future for IT support. We can help you to decide which TOFT capabilities are important for you, and which tools are capable of supporting them.

* Quick-Wins: Base Practice Improvements, in any Tool

Two base improvements, available for any ITSM tool, benefit any IT organisation:

1. Almost never miss a Service Desk target again
Within two weeks <>
Based on the principle that drives perfect prioritisation and benefiting all service teams, focus effort where it is needed the most and achieve timeliness in everything else. Here's what we do...
  1. Support service analysis to determine your requirements.
  2. Draft service desk documentation explaining two simple and engaging focus points.
  3. Service tool configuration including multi-team Dashboard build, for a Dashboard-first approach.
  4. Transition workshops.
If you use a tool with extensibility, for instance Cherwell or ServiceNow, and are interested in a truly optimised way-of-working in which service level targets can be met every time across all support tiers without managerial involvement, and much more, complete TOFT implementation might be considered instead.
2. Service Catalogue optimisation
Within two weeks <>
Good service catalogue design is essential for a number of reasons. Indeed, it is a prerequisite for a complete implementation of perfect prioritisation, and for TOFT service portal purposing. 
Your catalogue should ensure an accurately matched support service is always easy to choose, and it should provide useful insight into how things are changing and improving. Here's what we do...
  1. Thorough analysis to identify succinct services, categories, sub-categories, and resolution categories.
  2. Compare the schema to your service portal configuration and report on re-mapping requirements. 
  3. Implement the schema and portal remapping following agreement of the approach.
  4. Produce trend insight that's meaningful because it tells a true story of how support activity is changing.
     
Get in touch..

<> Typical minimum project length with implementation on a single system, subject to quote.