TOFT
Take OFF for teams (TOFT) is ITSM tool functionality forming efficient IT support team practices that continuously guide the right activity at the right time.
12 TOFT practices across 3 ITSM tool components - Streamline, Insight, and Expectations Management - produce Digital Enterprise Service Maturity (DESM) by removing all 21 common support service issues. Just three "quick-win" practices prevent ageing ticket backlog and the primary symptom of weak service delivery - "chase" escalations and complaints.
The functionality is powered by flow metrics for ITSM.
Primarily, TOFT orchestrates flow of the right activity at the right time.
Team Performance Management (TPM) Insight
TPM Insight has one essential practice - Contribution Recognition. Advanced practices are Team Together, Continual Procedural Improvement, Flow Management, and Inductee 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:
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Continual Improvement - practically every procedural shortcoming identified for improvement.
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Knowledge Management - build Knowledge Centred Service; and swarm to avoid upper escalation and delay.
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Workforce & Talent - motivated, supported teams who benefit from extensive achievement knowledge.
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Measurement & Reporting - over a dozen Activity Flow Metrics.
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Supplier Management (SIAM) - identify weak supplier service provision.
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Problem Management - identify more Problems.
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Relationship Management - have more business conversations.
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IT Asset Management - maintain CMDB accuracy.