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Service Management & AI Strategy
Flow Management enables teams to do their job extremely well by continuously guiding the right activity at the right time, including activity for AI success.
Extensively foundational
Support is IT Service Management's foundation. Flow Management is its reform covering continuous guidance, speed and responsiveness, teamwork, team engagement, metrics, 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, 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 required.
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
Experience Management (XM)
In needing to tackle deficient outcomes that are unavoidable in use of only a basic process, XM is overly challenged without the benefit of Flow Management. With Flow Management, the experience improvement objective is put on automatic, with outcomes of timeliness that cannot be improved any further.
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"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: AP and CPI integrated asynchronous collaboration that facilitates knowledge sharing to avoid unnecessary ticket reassignment. With each collaboration request having its own record, each is actively managed even if requested information isn't quickly provided. Team Together is particularly beneficial for the support of new support team members, urgent tickets, and inter-team swarming.
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. The capability can also be used for vetting all journal note entries, improving them where necessary, to ensure AI has the best possible data made available to it.
Flow Monitor: When coworkers might need assistance or support, it's clearly seen. Especially useful for insight into potential welfare concerns, the capability comes from insight of the kind that was previously only available for a Service Desk call centre, brought to all support teams because flow of activity is important for good service. When it stalls - when a teammate is "caught-up" on a single task - teamwork or managerial assistance is needed.
Wrapping all FM capabilities, Contribution Recognition is the impetus to promptly help-out wherever Flow Management identifies that help is needed, instilling a teamwork culture that's so important for worry-free work-from-home.
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