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

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“That Messi… he’s mustard, but Ronaldo is better”

Paul Summerfield Chief Technology Officer – BIaaS at Northcraft Analytics My Dad was always convinced that because Christiano Ronaldo...

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Did ServiceNow Just Plant The Seed of Its Own Destruction?

In recently closing a $56 Million Deal with one of its largest customers to expand the presence of its...

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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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