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SOFF Foundation
The course that teaches how to streamline the work of IT support teams

Ideal if you are involved in Service Improvement, Experience Management, or Service Design, enrol on the 60-minute free course below.

Support Ops Focus Framework (SOFF)

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

 

If attentive support is your goal, get SOFF certified. Learn:​

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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.

​​​ Other course benefits... 
 

  • Flow Management is the blueprint for successful IT Support - contribute positively when improvement is discussed at work.
     

  • Understand how Flow Management guides the data quality needed for successful AI.
     

  • IT support professionals almost unanimously agree that standard Activity Prioritisation should become standard practice. In showing that you understand how to remove most operational issues, the certificate and qualification badge can be used to enhance your resume and LinkedIn profile.

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  • Upon completing the course, you automatically join the FM community, for access to resources that extend your knowledge and assist Flow Management success, including tool-specific guidance for introducing basic AP.
     

  • Get 10% off the paid version of our IT Support High Performance Principles course, ideal for developing advanced operating procedures for IT support.

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 Course content... 
 

  1. All Key Facts about the IT support status quo formed by ITIL.
     

  2. Why Experience Management is overly-challenged without Flow Management.​
     

  3. Why closely auditing IT support is important.
     

  4. AP explained (3-minute video).
     

  5. The universal status-set that enables AP.
     

  6. Why Flow Management is needed for AI success.
     

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

Benefits & Content
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