Analytics Alone is not Enough

We talked about how Analytics can be the next logical step beyond just simple measurements and metrics. Analytics can help by highlighting potential correlations between data and giving us more opportunities in connecting the dots and reaching insights. While analytics can move things forward in the positive direction, reaching an insight is nowhere guaranteed or…

Analytics as the New Metrics

For many organizations, measurements are just data. Metrics are mostly ratios or simple manipulation of the measurements. Measurements and metric may say something about what had happened, but they do not explain why. For example, a popular service desk (SD) metric “First Call Resolution” was down 5 percentage points this month versus last. Was it…

測量和管理

在強調使用數據在管理方面的重要性時後,有一句話經常會被引用,如果你無法測量,你將無法有效的管理。 有些人拿著這個念頭就聯想,只要有足夠的數據就可以解決問題。當收集與積累大量的數據以後,希望就可以找到關鍵的洞察力,而我們也能明確的知道在下一步該做什麼。 不過也許我們首先該作的是問一個這個問題,我們最終最希望看到什麼結果?以及我們需要在什麼樣的環境/現實中使用? 在確定所要的管理結果之後,我們再問需要的是什麼數據,以及收集數據的投資是否會超過了收益。 在測量之前,先問問適合的問題。所收集的數據將會更有意義。

Event Management Process Design – Part One

This post is the first part of a series where we discuss the Event Management process and how to put one together. Accordingly to ITIL (quoted directly), Event Management is the process that monitor all events that occur through the IT infrastructure to allow for normal operation and also to detect and escalate exceptional conditions.…