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Overview

Flow Management (FM) is an adjusted way-of-working (wOw) enabled by modern service tool functionality, forming efficient IT support team practices that continuously guide the right activity at the right time.

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12 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 unmanaged ticket backlog and the primary symptom of weak service delivery - "chase" escalations and complaints.

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Flow Metrics provide Flow Management functionality.

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FM is one half of the Focus Framework - the only best practice dedicated to IT Support. Being a methdology too (the Flow Management standard), it is "true best practice". The other part is 20 high-performance principles that underpin it, taught in a study course. The course provides full context for why Flow Management tool-based practices are needed, for teammates in organisations moving to it, and it helps develop an improved approach to IT support from teammates regardless.

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So what kind of IT organisation do you want to be?

  • Autonomous: lacking coordination, where quality falls short and ticket backlog runs free.

  • Centrally controlled: micro-managed, by excess effort & resource that still falls short.

  • Streamlined: optimal delivery from enabled teams.

Team Performance Management (TPM) Insight


TPM Insight is a full-featured app for Flow Management. It has one essential practice - Contribution Recognition. Advanced practices are Team Together, Continual Procedural Improvement, Flow Monitoring, and Inductee Management.

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Presented on a suite of Dashboard monitors and consoles, 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.

  • Knowledge Management - build Knowledge Centred Service; and swarm to avoid upper escalation 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.

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