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

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...

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...

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 &...

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...

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

  In the past, I worked for several large software companies, usually in the pre-sales consulting organization.  One of them was particularly keen on metrics… and striving to be...

  People, Process, Technology & Metrics… an ongoing drama. I’m one of those people who take my work home with me. I know, I know… there’s that whole work-life...

We spend so much time talking about how to do things right that we often don’t take the time out of our busy little schedules to explain what typically...

It’s the age old question in IT. If you go back to the early years, there wasn’t really an option to buy (other than hardware) as all IT organizations built the...

Breaking Down the Balanced Scorecard for IT In a recent Bain trends publication (Mitt Romney’s old management consulting stomping grounds, http://www.bain.com), we noticed how much momentum the balanced scorecard...