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Category: Metrics

Service Management and the Three Bears

July 30, 2019 Ryan Ogilvie

Why is it that we seem to complicate reporting when it comes to service management? If we are really aligning…

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Posted in: Metrics Filed under: continual service improvement, CSI, Improvement, ITIL, ITIL4, ITSM, KPI, Metrics, Reporting

Use Metrics to Optimize Service Delivery

May 9, 2018 Ryan Ogilvie

I want you to think about all the different types of organizations you worked for. Whether they were Finance, Communications,…

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Posted in: Metrics Filed under: Improvement, ITSM, Metrics, service delivery

Reporting and the 5 Whys

September 11, 2014 Ryan Ogilvie

At a recent event I was speaking with someone who said that they were doing all kinds of reporting but…

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Posted in: Metrics Filed under: 5y's, Problem Management, Reporting, root cause analysis

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