Operational Maturity

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Only after a support service has been improved to the point of value stream optimisation, is operational maturity reached. In the Focus Framework, this is called "Digital Enterprise Service Maturity" (DESM).

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Value Streams

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Beyond practices and processes, 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, without over-sizing support teams, this is not possible without Flow Management (FM). 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 FM.

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