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SOFF Foundation
Learn how to Streamline IT Support

Ideal if you are involved in Service Improvement, Experience Management, or Service Design, enrol on the 60-minute free course below.
Are you a Support Team Manager? Why not enrol several team members to get their feedback?

Support Ops Focus Framework (SOFF)

What's your preference? Teams closely guided by their tool, for reliable support no matter how involved a ticket might be? Or, is your preference to tolerate frequently slow, unresponsive, and failed support that's so detrimental to service experience?

 

If attentive support is your goal, being SOFF certified confirms your knowledge in how to achieve it, and why inattentive support has been the norm:​

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  • How any organisation can improve the flow and efficiency of IT support to absolutely minimise employee lost work time, by adding at least basic Activity Prioritisation.
     

  • The main operational issues that are ordinarily unrecognised or overlooked, why they exist, why they are harmful, and why standard AP is a better approach to overcome them, heading towards truly reliable support that's achieved through advanced AP.

​​​ Course benefits... 
 

  • Flow Management is the blueprint for IT Support Service Improvement.

  • Contribute positively when service improvement is discussed at work.
     

  • Learn the essential key support situations - statuses - that every organisation must identify for support to become timely through Activity Prioritisation.
     

  • Understand why Activity Prioritisation and Contribution Recognition guide the data quality and completeness needed for successful AI.
     

  • Upon completing the course, you will join the FM community. Extend your knowledge with resources that assist Flow Management success including tool-specific guidance for introducing basic AP.
     

  • IT support professionals almost unanimously agree that standard Activity Prioritisation should become standard practice. The certificate and qualification badge can be used to enhance your resume and LinkedIn profile.

SOFF Foundation.png

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Furthermore, by getting certified, you can help us to reach the goal of AP becoming generally available in service tools, for IT to become a better place to work and receive service.

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 Course content... 
 

  1. All Key Facts including Flow Management specifics.
     

  2. More on the ITIL status quo including the four main operational issues and where Flow Management fits in.
     

  3. Detail in what Flow Management is, and where Experience Management is positioned without it.​
     

  4. The importance of closely auditing IT support.
     

  5. The 3-minute standard AP explainer video.
     

  6. AP's universal status-set.
     

  7. Achieve data quality and completeness required for AI.
     

  8. A 23-question quiz to become SOFF certified.​

Benefits & Content
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