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Assure the ideal service experience
Whether to attract team talent, win contracts, or add value to products and services, being Certified for Flow in Support is a valuable asset
(adding to AP efficiency savings)

Don't just improve around the edges.

Transform IT support's very core.

 19 certified credentials, all breakthrough 

 including AI enablement 

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Show the business that it's well supported

Get listed in the directory of exceptional support

AP removes support's 21 common operational issues for organisations to gain up to 19 cutting-edge service credentials:

  • Flow in support. Your service is certified...

An organisation is audited for operational ability to achieve flow with a higher tier reflecting no unmanaged backlog through advanced AP.

  1. Responsive. Responsive to all replies and other ticket updates provided by customers, coworkers and suppliers.*

  2. Reliable. Continuous timely ticket progression until completion.

Six levels of assessed flow capability depend on the service tool in use.

  • Pinpoint Expectations Management for a near zero chase environment.

The combination of timeliness and corresponding timeframe Expectations Management produces the ideal service experience in which there is rarely a need to chase ticket progress, proven through completely accurate Flow Metrics:

  • Flow Metrics - the new arena of performance information corresponding with the "on-time" service experience that's guided by AP.

  • Progression SLA - the primary Flow Metric. Warranty of how timely and attentive service will be. Effectively supersedes "Ticket SLA".

  • Ticket SLA Breach Prevention.

  • Valid SLA reports - 100% accurate, completely free of data editing.

  • Realtime Experience Management - timeliness controlled, or expectations managed, before experiences turns bad.

  • Teamwork-centred service, for reliability made even stronger.

  • High priority situation swarming (identify and promptly handle high priority activity).

  • Digital Channel Service Desk - rarely a need to phone for support.

  • Coordinated Contact (reliable appointment scheduling, only when required).

  • AP Integrated Journaling for AI enablement.

  • Journal monitoring for AI & IT Inductee support - "just in time" Quality & Security Protection.

  • Continual Procedure Improvement for AI - proactively populated integral Improvement Register and role-led procedure improvement.

  • SIAM performance control.

  • Measured Chase Capture & Management

Like Flow Metrics, chased tickets are an ideal "barometer" of experience and service health, for any that still need to occur.

  • "True best practice principles" - operational alignment to the Focus Framework's 20 principles for high performance IT support.
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A starting level of reliability with responsiveness and accurate, high performing SLAs, can be achieved in any service tool.

See also: the value imperative...

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