Too much repetitive work
Teams are spending valuable time handling recurring tickets, requests, triage and administration that may be candidates for simplification or automation.
SMS FocusPoint™
Turn your Service Operations data into practical opportunities for efficiency, automation and AI.
FocusPoint analyses the operational data already sitting within your Service Management environment to reveal repeat demand, manual effort and service friction - helping you identify and prioritise where automation, AI and operational improvement can create real value.
How it works
- 1Discover
- 2Analyse
- 3Identify
- 4Prioritise
01 - What this helps with
When you know there are opportunities to work smarter - but need the data to show you where.
We don't know where the biggest opportunities are
There are plenty of ideas for improvement, but limited evidence showing which opportunities will create the greatest operational value.
There's pressure to use AI and automation
You want to move beyond experimentation and identify practical use cases grounded in the work your teams and customers are actually doing.
Our service data isn't driving improvement
Operational data is being captured every day, but isn't being used effectively to identify demand patterns, friction and opportunities to optimise.
02 - How it works
Start with the data. Find the patterns. Focus on what matters.
- STEP 01
Discover
We work with you to understand the operational environment, priorities and available Service Management data.
- STEP 02
Analyse
SMS analyses ticket and operational data to identify patterns in demand, repeat activity, effort, friction and other areas of opportunity.
- STEP 03
Identify
We translate the findings into practical candidates for simplification, process improvement, automation and AI.
- STEP 04
Prioritise
Opportunities are considered against factors such as potential value, feasibility and operational impact, helping you focus on the candidates worth taking forward.
03 - What you walk away with
A fact-based view of where smarter Service Operations can create value.
- A clearer picture of operational demandGreater visibility of where tickets, requests and recurring activities are consuming effort across Service Operations.
- Identified improvement opportunitiesPractical candidates for reducing friction, simplifying work and improving how demand is handled.
- Prioritised automation and AI candidatesA focused view of where automation and AI may genuinely reduce effort or improve the service experience.
- Evidence to support investment decisionsOperational data and analysis that helps move improvement conversations from assumptions to evidence.
- A practical pathway forwardClear priorities that can be progressed internally, through MSM Uplift, with your platform or automation partners, or through another appropriate delivery pathway.
04 - Who this is right for
FocusPoint is designed for organisations that have operational data - and want to use it to make better improvement decisions.
Service Delivery & IT Operations Leaders
who want to reduce operational effort, friction and repeat demand.
CIOs & Technology Leaders
who need practical, evidence-based opportunities for improving productivity and applying AI or automation.
Service Management & Platform Teams
who have significant ticket data but need help translating it into meaningful operational insights and opportunities.
Established Service Operations environments
where sufficient operational history exists to reveal patterns that may not be visible through traditional reporting alone.
Sound familiar?
SMS FocusPoint™ answers these 5 challenges.
05 - Common questions
Common questions.
Anything else? Find a time and we’ll talk through the specifics of your environment.
FocusPoint primarily uses historical Service Management ticket and operational data. The exact data required is confirmed with your team based on your environment, available information and the objectives of the engagement.
Ready to move
Your Service Management data is already telling you where the opportunities are.
FocusPoint helps you find them - and determine which ones are worth pursuing.
Other ways SMS can help