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

The topic for this blog is one of the most hyped subjects in recent memory, other than the CMDB possibly… Business Service Management. Also, it’s something that every ITSM...

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 #1 in the market with 38.6% market share (Includes BMC...

Well, we decided to go with a simpler metric this month.  There was some discussion amongst the Northcrafters about whether or not we should go with “Unauthorized Changes”… but...

This month… we’d like to share a metric for Incident Management: 1.1 Average time for second level to respond The average time it takes for a Tier 2 support...

IT Service Management Metrics in Action, Average Handling Time Goodbye Metric of the Month, hello new format.  Yes, for those of you who have followed Northcraft for some time,...

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 knowing where you’re performing poorly?  (Step 2): – Define what you...

Coffee KPIs, Eric Zinn If you’ve ever worked with me on metrics you’ve probably heard me say something like, “well, let’s set up some coffee KPIs and see how...

Misleading Metrics, A Case Study   …           In the past, I worked for several large software companies, usually in the pre-sales consulting organization.  One...