Baked-in Value Abound
TOFT brings with it eleven streams of high value
Value streams form desirable outcomes from customer demand. If outcomes are optimal, all the better.
For IT Service Desk customers, there is one value stream - Incident and Request Management. The target outcome is service delivered quickly and easily, without exception. Excessively aged backlog and "chase" escalations reflect failure to achieve this - symptoms of practice shortcomings within an IT organisation's "support service value chain".
For the employing business as a customer, many more dimensions of value should surround a support service.
12 Service Desk value streams
TOFT optimises Incident and Request Management. Backlog and chase escalations are prevented, closely monitored and managed. Ten other value streams produce the things any business will want.