Northcraft Analytics provides business intelligence applications for IT. ServiceNow, SolarWinds, BMC Remedy ITSM, IBM Netcool and more.

E-Mail: info@northcraftanalytics.com Phone: 678 664 ITSM

When Microsoft Buys ServiceNow…

Bam! A little lightbulb just switched on. I think Microsoft is going to buy ServiceNow. Allow me to explain the reasons… and...

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Business Intelligence in the API Economy

So, So, So… the once-hyped, now-true API economy has finally arrived, even in the darkest corners of the Global...

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ITSM Data Quality for Dummies

Our experts have seen quite a bit of “hullaballoo” around Data Quality in the BI community that eventually stirs...

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Benchmarking vs. Baselining

This is a pretty big nut I’m cracking today. There are entire books dedicated to the topic.  So, as always, I’d like...

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Control Charts for IT Improvement

Six sigma is a pretty big topic to tackle, so I thought it might be best to handle it...

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Leaving Room for Mystery in Measurement — Resolution Time

Question: Who is the most annoying person in the world? Answer: Possibly a cocksure IT metrics ideologue.   When...

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Managing IT Groups Like Your Stock Portfolio.

Reading an article in the Wall Street Journal the other day, I noticed an interesting graph focusing on industry/sector performance for...

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The Resolution for Resolution Time Headaches

You would think I could find something more interesting to talk about than resolution time, but… I drone on. To...

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External IT Metrics — Calling Your Own Lines vs. The Hawk-Eye

External IT Metrics — Calling Your Own Lines vs. The Hawk-Eye

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Misleading Metrics, A Case Study

  In the past, I worked for several large software companies, usually in the pre-sales consulting organization.  One of...

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Metrics for ITSM and Mom’s Minivan

  People, Process, Technology & Metrics… an ongoing drama. I’m one of those people who take my work home...

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The Day an Abominable IT Report Was Born…

We spend so much time talking about how to do things right that we often don’t take the time...

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