ABOUT
Founded in 2019 to bring the Focus Framework standard to IT Support.
Our goal is for Flow Management to become standard practice, for enterprises to become better places to work and receive service.
What / Why?
IT support is central to IT Service Management, but it has always had a big problem. For tasks that can't be automated, made self-service, or otherwise completed straight-away, support is frequently slow, unresponsive, or it entirely fails.
Untimeliness is made worse by non-existent communication of delivery time-frames.
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Not surprisingly, slow, unresponsive, and failed service means the reputation of IT support is generally not good. This is carried through to the reputation of "IT" as a whole.
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IT organisations might not truly acknowledge the "big problem", because standard service information leaves its extent unknown, and because an approach to tackle it has not been brought forward.
Experience management practices are helping, but what is needed much more-so is a way-of-working that produces reliable timely flow of activity.
Flow Management (FM) is one of two aspects of the Focus Framework that is owned, managed and developed by Opimise - a set of tool-based capabilities that produce timeliness by handling all of support's complexity, and all operational needs including teamwork, engagement, manageability, continual improvement of knowledge, approachability, and communication with stakeholders. FM is not just optimisation, it is a cure-all for the 21 common support service issues.​​
The second aspect of the framework is its 20 underpinning high performance principles.
