Operational Maturity

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Only after a support service has created value for its employing businesses continually to the point of value stream optimisation in all areas, is operational maturity reached. In the Focus Framwork, this is called "Digital Enterprise Service Maturity" (DESM).

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Value Streams

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Value streams form desirable outcomes for customers. If outcomes are optimal, all the better.

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For support service recipients, there is one value stream - Incident and Request Management. The main target outcome is service delivered quickly and easily, without exception. In larger IT organisations, however, this is not possible without TOFT, or over-resourcing. Excessively aged backlog and "chase" escalations are the reality, reflecting failure to deliver on a team's purpose of meeting needs and expectations. They are symptoms of practice shortcomings within an IT  organisation's "support service value chain", shortcomings that are removed by TOFT.

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For the employing business, TOFT enables six other value streams to be targeted and optimised.