Flow Management Capabilities
12 Flow Management capabilities form a complete modern service system for operational maturity, explained fully in the Focus Framework catalogue that is available to community members.
1. Activity Prioritisation (AP): "Always the right activity at the right time"
Usually the starting point, AP comes in four forms:
Basic: Progression Point Prioritisation (PPP). Supports three aspects of teamwork mobilised by presenting "standard practice" ticket information that is available in all ITSM tools.
Standard (sAP): Full scope status-based activity sequencing using "progression thresholds".
Advanced: Up to six types of high priority activity are surfaced by other Flow Management capabilities*.
​Perfect Prioritisation (PP): Ticket ownership silos are replaced with multiplied ticket cover.
PP is suited mainly to the Digital Channel Service Desk - a modernisation enabled by Flow Management. To understand it, read our feature article written for itSMF.
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2. Contribution Recognition: recognise what teams actually do to meet needs and expectations.
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3. Pinpoint Expectations Management
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4. User Escalation Management *
Accurate knowledge of chased ticket occurrence is the best measure of service health.
In standard AP, and even more so in advanced AP, supported by expectations management, the need to chase falls away. A service portal can be provisioned to channel all those that still arise, closely rationalised and managed with two KPI’s that reflect your true ability to meet needs and expectations.
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5. SLA Breach Prevention *
In AP, timely flow of activity ensures service target warnings are minimal. When they do occur, breach prevention is achieved through status elevation (for sAP), or Progression Dashboard placement (basic and advanced AP).
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For more information about the Support Ops Focus Framework, please join the community of practice, or get in touch.
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