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Misleading Metrics, A Case Study
In the past, I worked for several large software companies, usually in the pre-sales consulting organization. One of...
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Metrics for ITSM and Mom’s Minivan
People, Process, Technology & Metrics… an ongoing drama. I’m one of those people who take my work home...
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The Day an Abominable IT Report Was Born…
We spend so much time talking about how to do things right that we often don’t take the time...
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Build vs. Buy for BI, ITSM
It’s the age old question in IT. If you go back to the early years, there wasn’t really an option to...
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Breaking Down the Balanced Scorecard for IT
Breaking Down the Balanced Scorecard for IT In a recent Bain trends publication (Mitt Romney’s old management consulting stomping...
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State of the ITSM Market, Release 4
State of the ITSM Market has moved permanently. You can now find it here… http://www.itsmuniversity.net/ 02-27-2012 State of the...
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EMA — Northcraft Analytics is "Emerging Player"
To access full article, please go here: http://blogs.enterprisemanagement.com/blog/the-cmdb-is-not-a-data-warehouse/ Northcraft Analytics, IT Data Warehouse
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Metric of the Month, Knowledge Management, November
Metric of the Month, November, Knowledge Management Hello again all! I’m sure it’s been quite a busy time of...
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A Well-Written Service Desk Manager Job Description…
Summary: To manage the performance of Level 1 and Level 2 services & support to clients (internal and external)...
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What’s the Difference Between an Unsuccessful Change and a Failed Change?
Lee Cullom, Co-Founder & President, Northcraft Analytics What’s the difference between a Failed Change and Unsuccessful Change? While this...
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Honest Communication, the Road to Continuous Improvement
Honest Communication: the Road to Continuous Improvement in IT Thank you once again for your patronage into our blogosphere....
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Northcraft Analytics has been recognized as the 2022 Partner of the Year by Thirdera, the largest pure play ServiceNow partner in the world. The award was received during Thirdera’s 2023 annual Hexy awards.