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White Papers

White Papers explain methodologies underpinning TOFT practices, in context of operational realities.

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"Elevate CX | EX Well Beyond the Current ITXM approach". This paper puts Flow Management in the context of Experience Management practices that are highly challenged without it. It explains why KPI's from Flow Metrics are suited to introduce "experience warranty" to an XLA, and includes what can be done in any ITSM tool to make the ITIL process for ticket management work properly, plus why and how to become a Digital Channel Service Desk for all the benefits that result.

"Flow Metrics in IT Support & Beyond: How Flow Metrics improve operational processes & make permanent work-from home viable for more teams across the Enterprise".


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