In the beginning, it’s all about the basics: incident management, problem management, and change management. The momentum generated by the simple act of embracing the new concepts carries things forward—to a point. There is so much excitement that maybe, just maybe, things will really change...
Tag(s): metrics and measurements, service design, service management

 
Manufacturing, financial, retail, and pharmaceutical companies have long used predictive analytics for everything from anticipating parts shortages to calculating credit scores. But across industries, the software can also warn IT organizations about potential system failures before they affect...
Tag(s): metrics and measurements, technology

 
So…how are your metrics? Do you need a benchmarking warm-up? Well, there’s no time like the present. Let’s get cracking!
Tag(s): benchmarking, metrics and measurements

 

While it’s true that measures and metrics need to be focused at each of three levels—operational, tactical, and strategic—it’s also true that both operational and tactical measurements need to provide information that can be used at the strategic level. Many of the...

Tag(s): metrics and measurements, business of support, practices and processes, business alignment, business value