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Control Charts for IT Improvement

24 Nov, 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...

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Leaving Room for Mystery in Measurement

24 Nov, 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...

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Data Quality for Dummies

ITSM Data Quality
24 Nov, 2016

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...

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The Resolution for Resolution Time Heada

24 Nov, 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...

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Managing IT Groups Like Your Stock Portf

24 Nov, 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 &...

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Benchmarking vs. Baselining

24 Nov, 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...

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