Cherwell IT Service Management Blog
Resources, Best Practices, and Solutions for ITSM Pros

Roy Atkinson

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Metrics: The Right Stuff, Not Just More Stuff

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Metrics are important, there’s no doubt about it. With new service management tools, we can pull out, analyze, and report on nearly every aspect of the work we do. We may be tempted to keep adding and adding more and more metrics, thinking that the more information we have, the better off we’ll be. With the amount of data we

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ITSM Tool Implementation: Think Like a Mechanic

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Once upon a time there was a person who awoke on Saturday morning, grabbed a socket wrench, confidently snapped a 10mm socket into place and strode out to the garage, saying “Let’s fix it!” Fix what? Anyone can see that things are happening in the wrong order here. You don’t decide on the tool and then figure out what to

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