The course clarifies the causes of untimely support, and offers solutions.
 

What is the Focus Framework?

Opimise developed the Focus Framework to cover "support workload management" which is a critical aspect of IT service management not present in ITIL or any other best practice guidance.

 

The Focus Framework has two parts:
 

1. Twenty high performance principles. The principles, taught in this free course, are the criteria necessary for IT support to be done well, to be attentive to service recipient needs and expectations. The course explains how to meet the principles as well as possible in use of ITIL processes alone, making the course highly practical in nature and ideal for developing standard operating procedures (SOP).
 

2. Tool-based capabilities that bring the principles to life in the best way possible. Called Flow Management (FM), the capabilities are a modern service system of "true best practice" continuously guiding teams to cover all operational needs.

Flow Management is referenced in the course to provide context for how standard practice (ITIL) can be improved.
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Course Objectives​

1. The course for your SOP​​​​​​​​​

Mature Standard Operating Procedures (SOP) unify a team’s purpose and guide service quality.​ By bringing SOPs together into a team manual, managers have a framework covering all policies, processes, practices, and general procedures against which any deviation from established standards can be addressed.

 

​2. Success for Experience Management

​​​​IT support is usually a key area for Experience Management because slow, inattentive, or failed support affects about 10% of all service tickets. However, without understanding the Focus Framework, the root causes remain unclear or unknown, so improved processes and procedures to address "the big problem" cannot be derived and introduced.​​​​​ Without the Focus Framework, IT organisations can only derive rudimentary initiatives to reduce ticket volume and close service tickets faster, which can harm service experience.

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Who is the course for?​​

There are two versions of the course. First, the course is for managers wishing to develop SOP manuals - an advanced "Service Desk Guide", and for upper-tier managers, a "Level 3 Support Guide".​ ​​The paid-for option adds further practical guidance, including the full scope of best practice considerations beyond those covered by the Focus Framework.

 

Assistance from Opimise is available and can include building online courses for your SOP manuals, which are ideal as an induction asset for new support team members.​​

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The second version is for support team members to better understand the "why" behind processes and procedures developed into your manuals. The paid-for option leads to "High Performance Principles" certification based on quizzes and in-practice assessment*.​​​​​​​​ Certification is available for managers too.

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Time commitment for the free course material is 90-minutes across 25 lessons.

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Intrigued as to what the principles are? Read the course brochure...

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