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

E-Mail: info@northcraftanalytics.com Phone: (800) 565-1375

Help Desk Institute — San Francisco — August 19th

Come see Tyler Jones (Director, Service Delivery) present… “Metrics that Matter, a Better Balanced Scorecard for IT” Summary: With...

Read more

Metric of the Month – May

This month, we wanted to impress upon you that Northcraft Analytics doesn’t care if you’re following ITIL, Six Sigma,...

Read more

Taking the "BS" out of BSM…

The topic for this blog is one of the most hyped subjects in recent memory, other than the CMDB...

Read more

State of the IT Service Management Market, 2011

State of the ITSM Market, Release 6 is the latest research, please click here to access: http://www.itsmuniversity.net/state-of-the-itsm-market-release-6/ BMC is...

Read more

Metric of the Month – March

Well, we decided to go with a simpler metric this month.  There was some discussion amongst the Northcrafters about...

Read more

Metric of the Month – February

This month… we’d like to share a metric for Incident Management: 1.1 Average time for second level to respond...

Read more

ITSM Metrics in Action, Average Handling Time

IT Service Management Metrics in Action, Average Handling Time Goodbye Metric of the Month, hello new format.  Yes, for...

Read more

Does it Run on an iPad?

I’m glad you asked.  Better yet, there are no additional license costs like most of those “other guys”.

Read more

Simplify CSI… Simplify Reporting.

<div style=”width: 436px; height: 66px;”> Define what you <strong><em>should</em></strong> measure (Step 1): – How can you do that without...

Read more

Coffee KPI’s for IT

Coffee KPIs, Eric Zinn If you’ve ever worked with me on metrics you’ve probably heard me say something like,...

Read more

Misleading Metrics, A Case Study

Misleading Metrics, A Case Study   …           In the past, I worked for several...

Read more

External IT Metrics — Calling Your

External IT Metrics — Calling Your Own Lines vs. The Hawk-Eye … For you Tennis fans out there, which...

Read more