Archive for the ‘Analytics’ Category

5 quick rules for charting –

Good charting tips from :

Read more here.

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Impact of IT Ops on Business!

A two part article by Damon Edwards on measuring the impact of IT Operations on Business. Please click on the links below to read!

Part 1: Putting a metrics/KPI program into place in 6 steps

Part 2: Identifying candidate KPIs to evaluate

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CIO’s IT Dashboards

Excellent internal links around CIO Dashboards on

Get links to

Dashboard Tips

Elements of a CIO Dashboard

Problems with IT Benchmarks… amongst other articles!

Click here to read more!

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Balanced Scorecards and Metrics for Service Support

In this article by Rob England he provides a point of view on the some not so desirable metrics for Service Desk and an approach towards a Balanced Scorecard. What I really admire about Rob’s approach is his different point of view on the usual norms and the way he would force you to validate your thinking and provide a different point of view.

In this article he has written about too much focus on Abandoned Calls undesirable. While it might be ok for an in-house service desk to not give too much focus on Abandoned Call Rate, more often than not SLAs which are written between third party/external service providers and customers have Abandoned Call Rate as an important statistic. This is something that is an indicator of the service to customers and drives customer satisfaction. Rob mentions that too much focus on ACR might force Service Desk agents to finish the calls in a rush, and a similar situation would occur with focus on AHT (Average Handle Time) for calls. I personally feel that these two metrics are an important indicator of the Service Desk quality and need to be measured. Some of the actions which need to be taken with these numbers going up could be

1. Identify a trend in Call Abandon Rate and staff Service Desk agents to handle those volumes (most call centers do that)

2. Identify agents which high AHT and identify reasons for high AHT. This might trigger a need for some training to be imparted to those agents

In my opinion, its not possible to reach a conclusion on these metrics unless a deeper analysis is done on them and over time a consistent performance should take these down the priority list.

Dashboard Gallery @

Click here to go to a gallery of dashboards with spans more than 10 pages. More than 50 dashboard views to look at. Some of the dashboards have a live demo as well.

You can’t improve IT, if you are not measuring IT


The 7-Step process in CSI phase of ITIL has identification of what needs to be measured as one of the steps.
There is no way of improving a service or a process, if we are not measuring. Measurments allow us to do two things
1. Know where we are
2. Help determine where we want to go
Often in my experience, we take the standard set of metrics and put all of them on a dashboard for various stakeholders to review, irrespective of the relevance of these beautiful looking graphs. I would in this post and in future try to put together some  tools which help in identifying what needs to be measured. One of such tools is GQM РGoal Question Metric Approach. In some of the next posts, I would write about illustration of the GQM related to ITSM Processes.
Read more about the GQM here and here.


Categories: Analytics, CSI, Good Read Tags: , ,

Eight Levels of Analytics

I came across a lovely article on levels of Analytics Maturity on SAS website. The 8 levels mentioned in the article are

  1. Standard Reports
  2. Ad Hoc Reports
  3. Query Drilldown
  4. Alerts
  5. Statistical Analysis
  6. Forecasting
  7. Predictive Modelling
  8. Optimization

I am yet to see maturity at anything more than a level 4 in most of the organizations that I know about, however I have been a part of Statistical Analysis and Forecasting in the BPO World. Click here to read the article, or here to download the pdf version.