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Stand-out a mile to win every Managed Service bid
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Absolutely minimise employee lost work time from IT issues and requests, to save your clients a lot of money.

Based on Activity Prioritisation, Support Flow Management fixes the process root-cause of slow, unresponsive, and failed IT Support.

 Activity Prioritisation (AP) switches focus from new tickets to all activity required for attentive service. 
  • ​85% of research participants believe Flow Management (FM) capabilities are essential.
     
  • Flow Metrics produced by Flow Management gauge support's primary experience success factor - attentiveness - that is, how well teams are keeping up with the timely delivery guided by AP. Flow Metrics are operational metrics for Experience Management (XM), closing the SLA / XLA gap.
     
  • Easy to introduce, FM is foundational for AI too. The data required for AI success is captured comprehensively, and its quality is controlled from a monitoring console.
 
Activity Prioritisation is a rare fix-all; an ITIL-aligned breakthrough that has been obscured by decades of ITIL dominance. ​​For an impression of the unique selling proposition (USP) - key benefits from the 12 capabilities - please flick through this marketing illustration, then read the Key Facts:
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 For clarity about what Activity Prioritisation is, please read the Key Facts. 
With Contribution Recognition added, Activity Prioritisation has its perfect complement - motivated team performance that bridges ticket queue silos, ensuring all six types of high priority activity that are identified by AP, are quickly covered. The result is reliability, for peak service quality and first-rate IT employee experience.
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Advanced options include "Team Together" which gives each asynchronous collaboration request a managed identity, integrating with AP and Flow Management's Knowledge Improvement Register.

To understand the key aspects, please follow links on the guide. Included is an infographic illustrating how Flow Management for ServiceNow might be promoted.

To understand Contribution Recognition, please arrange a time with me for the demo.

Note: Full recognition of Flow Management's strengths requires intimate knowledge of IT support. If you think there is "something in it", please consider forwarding this page to your support specialists.

AP is simply Status Management done well, so considering that it fixes almost every operational issue in IT support, why is it new only now?
ITIL success provides the background and links to more information, for a complete understanding of what Flow Management is.

Detail is explained in a white paper including the top nine unmanaged support situations and why Experience Management needs Flow Management.
 

​USP's are:

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For Client Acquisition:

  • Industry-leading managed support with substantial saving for client and provider alike - tap to see savings.
    For an idea of how it might be marketed, please see the above illustration.

  • If you have a ServiceNow practice, Flow Management is positioned to be a foundational driver for switching to ServiceNow.

  • ServiceNow consulting ROI for ITSM, ESM & CSM improvement projects.

  • Flow Management will be developed for Ivanti & Jira too.
     

Value-add for Existing Clients:

  • Key objectives are for Flow Management to persuade your MSP clients to switch to ServiceNow, and to persuade your non-MSP clients to outsourcing support to you.

  • Transition managed support clients mid-contract to optimal service delivery - ensure contract renewal.

  • Help convert "red & amber support" to "green" & prevent it ever slipping back

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Additional marketing considerations:

  • By using our apps, you will be SOFF "Flow Verified" in meeting the FM standard.

  • Teammates may attain High Performance Principles certification, achieved by passing our Focus Framework course which can be adopted for new team member induction:
    "Every team member is certified in IT Support High Performance Principles".

  • For managed service contracts that do not use ServiceNow, a basic form of Activity Prioritisation provides much of the benefits. Additionally, advanced operating procedures aligned to the twenty high performance principles learnt in the course, can be developed, assisted by Opimise if required.
     

AP is patent pending in the USA and the FM suite is to be developed by Opimise. I am initially looking to work with just one managed service business that has a strong ServiceNow base and would like to make the most of Flow Management's potential by taking forward my extensive preparation. If you would like to explore it with me, or just have some questions, my contact details are:

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David Stewart

davidrs@opimise.com​

(0044) 7767 778 175

Book a 45-minute Teams chat or presentation

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A final point to make is that Flow Management adoption is easy to get started. An initial IT support audit will expose the extent of nine operational shortcomings prevalent in all organisations, and your client's associated lost work time that Flow Management will remove. Adoption is then straight-forward too.

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Thank you for taking the time to look into this.

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David

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