ITIL Success
The ITIL framework formed IT support's process.​​​
​But as a discipline with extensive operational requirements, support always needed specific Practical Methodology for how it can function well, not just framework fundamentals.
The Focus Framework sets-out Flow Management methodology for IT support. From Experience Management to SIAM and AI, 12 new tool-based capabilities build-up from ITIL, bringing success to every corner, extensively transformational because they address a major shortcoming in standard practice that's so significant, it's the process root cause of weak support.​
To understand "the ITIL gap", and the FM method that removes it, flick through the AP BRIEF.​
Why the gap exists (tap for the overview), an introduction to Flow Management as a whole, and how it brings the
maturity required for successful AI, is taught in the free 60-minute SOFF Foundation course. The course also covers the know-how to introduce Flow Management's base capability - Activity Prioritisation - in any ITSM tool.
Learn 21 unrecognised facts about ITIL standard practice
​What is Flow Management?
FM capabilities comprise the wOw service system, forming a service tool
that continuously guides "the right activity at the right time". All operational requirements are efficiently covered. Strong governance and close management is no longer necessary.
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​What is ITIL Standard Practice?​
ITIL's basic support process leaves teams largely unguided, and misguided. As explained in the AP Brief, a long list of operational requirements are uncoordinated, mostly unidentified in the first place because they are too specific for a framework's process.
With the requirements always "falling through the cracks", frequent slow, unresponsive, and failed support outcomes are reflected by unmanaged backlog and many chased tickets - chases that often go unidentified, or unchecked, because "Chase Management" is one of the missing requirements. In ITIL standard practice, operational maturity is minimised. Weak support outcomes are maximised.
Operational immaturity has been locked-in because all ITSM tool software has ITIL processes embedded as their core functionality.
Add Flow Management to Flip the Status Quo
By adding capabilities for Flow Management, teams become enabled, primarily to achieve their purpose of always timely, attentive service provision, to absolutely minimise lost work time from IT Incidents and Requests, to remove cost and customer frustration.
Beyond, the complete FM service system enables a chosen level of operational maturity to be reached. Work's overall purpose - the formation of value-add activity - can be maximised by tool-enabled teams.
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Whatever your challenge in IT support might be, Flow Management is the solution.
Please get in touch with your challenge. We'll explain how it is overcome.​
Digital transformation had not benefitted how support teams work.
Flow Management is Digital Transformation for Teams.
Other Portal Purposing capabilities are Expectations Management, Coordinated Contact (appointments), and Chase Management.
Portal Purposing to remove Call-Centre reliance benefits teams in nine ways.
