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ITSM Evolution – Practical Steps to Stay Current

Using ITSM solutions can be like rummaging through a garage full of old tools that you rarely use in order to find one or two tools that you do ITSM Evolution – Practical Steps to Stay Current is a guest post contributed by Dirk Anderson, Head of Product at RedPixie   With the growth in BYOD and the consumerisation of devices, more and more enterprises are adapting the way that they use... 

A five step framework for business oriented metrics

A practical look at why some metrics programs fail while others are successful, along with some tips you can use to kick your metrics up a notch. Introduction I was math-challenged as a child and hatred of anything having to do with numbers followed me into adulthood. This hatred remained with me until I became a manager and needed to begin proving the work my team was doing or understanding where... 

Balance your productivity books

What did you achieve in 2013? The end of the year is coming and if you are anything like me you find time to reflect and ponder over the year that has passed. This year I had a chance to show myself that I have actually made a difference to my organization and that my work has been valuable. I recently had the good fortune to speak at the itSMF Sweden Expo 2013 in Gothenburg. It was actually the first... 

What makes for a compelling metrics story?

In my first article “Do your metrics tell a story?” I discussed the “traditional” approach to reporting metrics, and why that approach is ineffective at driving action or decisions. Personal observations are far more effective. Personal observations appearing to conflict with the data presented can actually strengthen opposition to whatever decision or action the data suggests. Presenting... 

Do Your Metrics Tell a Story?

Do your service management metrics tell a story? No? No wonder nobody reads them. Do your #metrics tell a story? No? No wonder nobody reads them. #ITSM #ITIL #CIO — Dan Kane (@hazyitsm) July 30, 2013 That was a tweet I sent a few weeks ago, and it’s had some resonance. I know that during my practitioner days, I missed many opportunities to tell a compelling story. I wanted everyone else... 

ITSM Metrics: Known Knowns, Known Unknowns and Unknown Unknowns

Former US Secretary of Defense Donald Rumsfeld Common sense tells us we ought to choose a select few ITSM metrics which clearly demonstrate value. But what happens if we outgrow our original metrics? Or the goalposts change? Or we acquire 15 different companies? Similarly, once we have completed the basics and want to start exploring continual service improvement – Do we start all over again?... 

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