Optimisation, or any level of improvement in-between
Our course and book, "TOFT 7 Essentials", explains SPS and other transformations that you might introduce yourself, or with our help (2023 release date).
The place to reach is prevention of backlog and chase escalations, through the introduction of:
Perfect Prioritisation (extent is service tool dependent)
Contribution Recognition (automatically in the most flexible tools)
Pinpoint Expectations Management (flexible tools only).
"Big bang" optimisation is practical only in small and new organisations. Larger organisations must "start where you are", with TOFT being introduced in a phased way, working closely with teams.
Perfect Prioritisation and Contribution Recognition is commonly advanced incrementally, alongside User Escalation Management.
Client engagements usually continue for several months and might be full-time, beginning with forensic "current state" analysis so that you understand precisely where your difficulties lie, and to what extent.
| 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, supported by a Standard Operating Procedure and accompanying online course for your teams to take that is specific to the needs of your organisation.
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
Maximised service portal use is hugely advantageous for all concerned. We target over 90% channel split (under 10% phone and other channels). Let us explain how to make it happen.
* 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 SPS - 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...
Support service analysis to determine your requirements.
Draft service desk documentation explaining two simple and engaging focus points.
Service tool configuration including multi-team Dashboard build, for a Dashboard-first approach.
If you use a tool with extensibility, for instance Cherwell or ServiceNow, and are interested in a truly optimised way-of-working, complete TOFT implementation might be considered instead.
The extent to which Perfect Prioritisation can be implemented is service tool dependent.
2. Optimal Service Catalogue
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 service portal purposing as set out by TOFT.
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...
Thorough analysis to identify succinct services, categories, sub-categories, and resolution categories.
Compare the schema to your service portal configuration and report on re-mapping requirements.
Implement the schema and portal remapping following agreement of the approach.
Produce trend insight that's meaningful because it tells a true story of how support activity is changing.
The extent to which an optimal service catalogue can be implemented is service tool dependent.
For core practice service tool development services, please get in touch.
Get in touch..
<> Typical minimum project length with implementation on a single system, subject to quote.