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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 

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

  • Flow in support. By adopting AP, your service can be certified...

An organisation is audited for operational ability to achieve flow with no unmanaged backlog.

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

  2. Reliable. Continuous timely ticket progression until completion.

Rating for having one of 6 levels of flow capability depends on the service tool in use.

  • Pinpoint Expectations Management for a near zero chase environment.

The combination of continuously maintained expectations and corresponding timeliness produces the ideal service experience in which there is rarely a need to chase ticket progress, proven through Flow Metrics:

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

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

  • Ticket SLA Breach Prevention.

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

  • Realtime Experience Management - timeliness controlled before experiences turns bad.

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

  • High priority situational 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.

  • Journal monitoring for AI & 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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Reliability with responsiveness and accurate, high performing SLAs, can be achieved in any service tool. Progression Scheduling for Pinpoint Expectations Management can be introduced to many.

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