Flow Management Capabilities
Explained more fully in the Focus Framework catalogue, Flow Management forms a complete modern service system.
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 types 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 dependent Flow Management practices*.
​Perfect Prioritisation (PP): Vulnerable ticket ownership silos are replaced with multiplied ticket cover.
PP is suited mainly to the Digital Channel Service Desk - a modernisation enabled by the Focus Framework. To understand PP, read our feature article written for itSMF.
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3. Pinpoint Expectations Management
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4. User Escalation Management *
Accurate knowledge of chased ticket occurrence is perhaps the best barometer 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 in meeting 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 can be achieved through status elevation (for sAP) or progression dashboard placement.
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For the others, please join the community of practice, or get in touch.
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