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Service Management & AI Strategy
Flow Management enables teams to do their job extremely well by continuously guiding what is important: The right activity at the right time, including activity required for AI success.
Extensively foundational
Support is IT Service Management's foundation. Flow Management is its reform covering speed and responsiveness, teamwork, team engagement, manageability, continual improvement of technical and procedural knowledge, service approachability, and communication.
First and foremost, by absolutely minimising business lost work time from IT Incidents and Requests, Activity Prioritisation forms exceptional strategic and financial value. Other aspects of Flow Management make a big difference to many additional ITIL practices, doubling the financial gain that can be expected.
Beyond ITIL, your service management strategy might include AI, Experience Management (XM), and strengthening remote and dispersed teams. FM strongly assists these areas too.
AI facilitation
If your IT strategy includes utilising AI, an accurate and inclusive data foundation is necessary.
In the Focus Framework, Continual Procedural Improvement (CPI) is the means to take a knowledge base beyond the initial consolidation and cleansing exercise that's required for an AI enablement project, to be continually extended and maintained in a highly focused way. As with all Flow Management capabilities, CPI is fully integrated and embedded in how an ITSM tool is used by everyone involved with IT support, capturing six types of "operational problem" where missing or inadequate documentation is one, from six different sources.
Three other Flow Management capabilities further enhance AI data quality. They are covered in the SOFF Foundation course.
AI
"Worry-free" work-from-home
If your support teams are geographically dispersed, this is also covered by Flow Management.
Through capabilities bundled into a second service tool module - TPM Insight - teams "stay close".
Team Together: Ticket and CPI integrated asynchronous collaboration that facilitates knowledge sharing and avoidance of unnecessary ticket reassignment by ensuring each collaboration request is actively managed even if feedback isn't quick. Team Together is particularly beneficial for the support of new support team members, plus for team-wide and inter-team swarming more broadly.
Quality and Security Protection: Through this CPI integrated capability, the work of new support team members is continuously checked for adherence to standard procedures, for "just in time" remediation.
Flow Monitor: When coworkers might need assistance or support, it's clearly seen. The capability comes from insight of the kind that was previously only available for a Service Desk call centre, brought to all support teams.
Wrapping all FM capabilities, Contribution Recognition is the impetus to promptly help-out teammates.
Together, Flow Management's naturally instilled culture of teamwork is made even stronger, for worry-free work-from-home.
Ready to move forward?
Get in touch, or book a demo.
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