"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 (what the Focus Framework calls Progression Point Prioritisation), plus why and how to become a Digital Channel Service Desk for all the benefits that result.

Please get in touch to request this white paper.

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"The support breakthrough was always just two steps away". This paper explains why a good process for IT support remained elusive for decades, some detail in why it is needed covering the top nine unmanaged support situations, and why Experience Management is overly challenged without Flow Management.

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Please get in touch to request this white paper.

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