Just 3-steps to remove all issues

The muddling status quo. Good-bye...

Things would be easy if IT service was completed quickly every time. But 75% is doing well. That's ok, but busy teams tend to focus largely on "the here and now", so much of the rest fail to meet service level targets.

An 80% service level agreement means that if just met, one-in-five requests will not be satisfied in good time.

| For example, if thirty service tickets are raised each day, that many weak or bad experiences occur each week.


But then what happens to the 20% - and those placed on-hold as well - when teams are busy? If left unmanaged, there will often be a failure to provide service at all. According to the HappySignals Experience Benchmark, this is by far the main cause of customer disatisfaction; conversely, speed in delivery is the primary reason for satisfaction with a support service.

Problem is, SLA's are industry best practice. On-hold is often used. Continuously overseeing all-team backlog is burdensome. So what can we do?

The answer is to improve how we work, ideally including continuous collaboration and increased first-time success rates.

| Take OFF apps bring this and much more. Work is approached differently. Service becomes "responsive without exception", achieved by self-managing teams. SLA's can rise beyond 95%, accurately too. Plus 11 other operational issues are removed.

Take OFF

Digital by design, Take OFF (short for Opimise Focus Framework) is an all-inclusive expansion and optimisation for ITIL's support related practices. Pre-packaged as a suite of ITSM tool apps, Take OFF organises and makes sense of all complexity so that the multitude of tasks falling on support teams daily are simplified and streamlined, with backlog completely controlled.

Take OFF has three key steps - level 3 maturity and two steps to build its foundation, Team Performance Management (TPM).

  

TPM

Extensive actionable insight is presented on Dashboard monitors, bringing teams and managers incredibly close to what is happening operationally "on the ground", naturally elevating the success of Service Desk and eight other ITIL practices:

  • Continual Improvement - practically every procedural shortcoming identified for improvement.

  • Knowledge Management - build Knowledge Centred Service; and swarm to avoid escalations, delays and backlog.

  • Workforce & Talent - engaged and motivated teams who benefit from attentive performance management.

  • Measurement & Reporting - over a dozen new metrics that have real and beneficial use: Flow metrics. 

  • Supplier Management (SIAM) - identify weak supplier service provision.

  • Problem Management - identify more Problems.

  • Relationship Management - have more business conversations.

  • IT Asset Management - maintain CMDB accuracy.

TPM Insight is available with a free license.

 

 
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TPM Insight

The Insight edition of TPM

Performance

The Performance edition of TPM

Level-3

Streamline with Level-3 maturity  

L3 for-all

For any tool - Level -3 fundamentals
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