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

This is not the latest State of the ITSM Market Research, please see version 4 by clicking on the...

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

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

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

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...

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

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

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

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

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

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