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”

05 Sep, 2018

Paul Summerfield Chief Technology Officer – BIaaS at Northcraft Analytics The Installable CIO Dashboard – SingularIT   My Dad was always convinced that because Christiano Ronaldo had proven himself as a top player in two of the world’s strongest football leagues (English Premier League & Spain’s La Liga) that...

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Did ServiceNow Just Plant The Seed of Its Own Destruction?

ServiceNow
20 Feb, 2018

In recently closing a $56 Million Deal with one of its largest customers to expand the presence of its software globally, ServiceNow left the asset management module out of a deal without telling the customer. It could have been a mistake, that’s common with complex pricing models, so I’ll...

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When Microsoft Buys ServiceNow…

Microsoft ServiceNow
06 Mar, 2017

Bam! A little lightbulb just switched on. I think Microsoft is going to buy ServiceNow. Allow me to explain the reasons… and then predict what will happen to the product portfolio. First, since I’m under the gun to publish this before anyone else starts thinking about it, let me just start with a simple...

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Business Intelligence in the API Economy

ITOM Analytics
13 Jan, 2017

So, So, So… the once-hyped, now-true API economy has finally arrived, even in the darkest corners of the Global 2000 market that we serve. Even customers in highly sensitive areas of the economy such as healthcare and financial services are finally taking advantage of the value-add approach of the API...

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ITSM Data Quality for Dummies

ITSM Data Quality
13 Jan, 2017

Our experts have seen quite a bit of “hullaballoo” around Data Quality in the BI community that eventually stirs up controversy in the analyst community, with this cycle inevitably filtering down to IT departments. There are real concerns around Data Quality that arise naturally through reporting issues from BI...

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Benchmarking vs. Baselining

ITSM Dashboards
15 Dec, 2016

This is a pretty big nut I’m cracking today. There are entire books dedicated to the topic.  So, as always, I’d like to start with some simple terminology that keeps us on the same page without requiring a Ph.D. in data science.  If you disagree with the terminology, let’s...

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Control Charts for IT Improvement

15 Dec, 2016

Six sigma is a pretty big topic to tackle, so I thought it might be best to handle it via a practical example using control charts. Plus, I’m an inductive thinker, so this is for those of you that like bottom-up thinking. The most common example of six sigma...

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Leaving Room for Mystery in Measurement — Resolution Time

15 Dec, 2016

Question: Who is the most annoying person in the world? Answer: Possibly a cocksure IT metrics ideologue.   When you work in business intelligence, everyone expects you to be THAT person, the one that has all the answers immediately, with complete certainty and leaves no room for interpretation or discussion. The...

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Managing IT Groups Like Your Stock Portfolio.

15 Dec, 2016

Reading an article in the Wall Street Journal the other day, I noticed an interesting graph focusing on industry/sector performance for 2015.  Obviously, if you’ve been participating in the market, Oil & Gas have been hit pretty hard along with banking and coal, but to comprehend the enormity of the U.S. economic landscape requires...

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The Resolution for Resolution Time Headaches

15 Dec, 2016

You would think I could find something more interesting to talk about than resolution time, but… I drone on. To be fair, what could be more important than resolution time for the support & operations center?  Well, cost is obviously an important factor in this topic as well, because you can certainly reduce resolution...

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