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Quick-Wins: Service that's more responsive - any Tool, any Team
Grid
3-Step Reform
Available for adaptable tools such as ServiceNow and Ivanti, our "quick-win" one or two step Reform services introduce timeliness. With 3-Step Reform, teamwork and performance is transformed, for reliability too.
 
Each is a primary FM practice:
 
  1. Standard Activity Prioritisation
  2. Pinpoint Expectations Management
  3. Contribution Recognition (60-second TPM video).
Not 100% sure? Why not understand the imperative in context with an initial audit?
Audit
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| No matter where you are in the world, our assistance is available remotely, including gap analysis, practice introduction, and operating procedure documentation with accompanying online courses for your teams to take.
Tool Advisory
Gap Analysis

For your current tool, we can provide a report setting-out which Flow Management practices can be implemented, to what extent, and what's involved.

ITSM Tool Replacement

We can help you to decide which FM 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. Standard Practice Progression Point Prioritisation
Standard Practice PPP is explained in our brochure.

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...
  1. Tool and support service analysis to determine your requirements.
  2. Draft operating procedure documentation (a complete SOP if required).
  3. Accompanying online mini-course for teams to learn the procedure, specific to your organisation.
  4. Service tool configuration including multi-team Progression Dashboard build for a dashboard-led approach.
  5. Transition workshops across all teams.
If you use a tool with extensibility, for instance Ivanti or ServiceNow, Standard Activity Prioritisation should be introduced instead.
A team's transition to Progression Point Prioritisation opens the way to become a Digital Channel Service Desk in which, through simple organisational change, 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 becoming a Digital Channel Service Desk, and is essential for other reasons too.
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...
  1. Analysis and report on any recommended catalogue changes in which simplification is key.
  2. Document changes for control and enablement.
  3. Run transition workshops with teams.
  4. Implement the changes alongside guidance for portal users.
  5. Assist with modifying service reports to align with the changes.
If becoming a Digital Channel Service Desk: 
  1. Implement "portal purposing for urgent needs".
  2. Assist with your communication plan to guide requesters towards the portal's new and improved use.
  3. Add portal referral templates for Service Desk use.
  4. Update your SOP and its training course.
  5. Work with your Service Desk to transition into adjusted, focused roles and responsibilities.
Quick wins
Digtal Desk
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