TOFT is short for "Take OFF for teams" and is an extent of Focus Framework practice adoption.

12 core practices across 5 ITSM tool components produce Digital Enterprise Service Maturity (DESM). Six practices across three components - StreamlineInsight and Expectations Management - remove all 21 common support service issues. In three "quick-win" steps, three essential practices prevent ageing ticket backlog and the primary symptom of weak service delivery - "chase" escalations and complaints.

The main outcome is flow of service ticket activity for reliable response, mainly through "perfect prioritisation".


Actionable insight from flow metrics enable teams to work collaboratively, and be entirely self-managing. Managers have the information to provide reliable team support or assistance, simply "by exception".

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TPM Insight

Team Performance Management Insight has one essential practice - Contribution Recognition.

All five Insight practices, providing advanced capability, are available as an mApp extension for Cherwell Service Management.

Presented on a suite of Dashboard monitors, activity flow metrics bring 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 reassignment and delay.

  • Workforce & Talent - motivated, supported teams who benefit from extensive achievement knowledge.

  • Measurement & Reporting - over a dozen Activity 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.

Where service teams struggle...