Metrics Matter
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Chris Gerhardt, CIO from Epic Games, shares his thoughts on ServiceClarity metric reporting

Who needs ServiceClarity?

I think ServiceClarity is good if you are an IT director and you're having trouble

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ServiceClarity KPI Library. Measure the right business performance metrics

Most organizations monitor the wrong KPIs simply because they are KPIs that existing IT systems provide. Measuring the wrong KPIs has an adverse effect on business performance by changing behaviour away from the objectives of the business. Organizations that look to define KPIs that more appropriately measure business value soon realise that the metrics necessary to produce these KPIs are not readily available and require new processes, new IT systems, and very often cultural change, in order to collect. This approach delays an assessment of business health, increases the cost of producing the KPIs, and ultimately leads to frustration from executives who want this information instantly and on demand.

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Top 4 DevOps Metrics

DevOps reporting provides a feedback loop that is the key to understanding how well teams deliver, how fast processes change and how best to help people plan when a company switches to agile. Another advantage of this type of reporting is that it also seeks to be inclusive, bridging the gaps between teams outside of the development organization. This enables stakeholders and teams, outside of the loop of development tools such as JIRA, to stay informed. They are then able to plan based on real-time feedback, therefore reducing the ‘Silo’ effect, which can often lead to delays and cost overruns. The following metrics allow businesses to answers the questions: When will we be done? and Do we have the capacity to deliver?

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DevOps Reporting for Delivering DevOps Projects at High Velocity

Agile and Lean techniques are well established in the Software and Tech industries. They bring an approach to software development that focuses on delivering quality products at speed, enabling projects to iterate quickly and to respond to changing market conditions and user demand. Now businesses are applying agile ideas across the entire delivery life-cycle from concept, through development, to release and even on to customer success. DevOps is the application of agile methods to prioritize above all, the continuous delivery of working software that meets the needs of the users. It takes software from development to operations and beyond and enables businesses to innovate faster and to adapt and above all deliver business value at high velocity.

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6 Critical JIRA metrics

There’s no denying that Key Performance Indicators (KPIs) are needed to help drive operational improvements. KPIs are imperative for Infrastructure and Operations (I&O) managers to present performance information for all levels of the organisation. Selecting the right KPIs will optimize effectiveness and deliver long-term value to the organisation. You can monitor your KPI’s through real-time metrics dashboards, making it easy to make timely informed decisions.

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Top Marketing, Sales and Customer Success Metrics to Optimize RevOps

The SaaS delivery model is now considered vital to the running of some organizations because of the disruptive benefits of agility, responsiveness, and a hands-off approach to IT that cloud systems bring. Typically, large enterprises now have hundreds of SaaS applications in use. Departments aside from Marketing and Sales have built software stacks comprising of multiple of these best-of-breed SaaS products.

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Challenges Faced When Implementing RevOps (and addressing them with ServiceClarity metric reporting)

The cloud has failed to resolve a significant challenge in the integration of data from SaaS applications, enterprise applications and internal proprietary databases. As it stands, the cloud has produced a complex network of disparate applications and hybrid environments where data is constantly produced but not meaningfully managed. In some cases, this information is also duplicated with potentially conflicting values which leads to even greater reporting issues.

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Benefits of Automated RevOps KPI Reporting

Fast-growing SaaS companies are constantly working within a change culture. Each department is encouraged to try new methods, to implement different processes and to strive to improve. While this culture lends to increased innovation, if it is not properly managed, it can also lead to disconnected departments and internal chaos. However, RevOps is the key to facilitating much needed collaboration across an organization and it is through the use of RevOps KPIs that companies can truly understand why a process or product didn’t work and adapt rapidly in order to thrive. RevOps KPIs maximize revenue by supporting this iterative cycle and ensuring that processes are optimized and fundamental standards are implemented across the board.

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10 JIRA reports, and their KPIs, to measure development and operation success.

Measuring DevOps processes and getting the answers to efficiency questions can be broken into multiple report types that focus on best-practice JIRA KPIs. Here are 10 JIRA reports to help focus on continual improvement, increased quality and faster time to market throughout an organisation.

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Case Study: Implementing ServiceClarity to Optimize RevOps Processes at Transpoco

Founded in 2004, Transpoco is a leading provider of fleet management solutions. The company’s original product was GPS tracking, although they have since expanded their solutions by including driving style, fuel efficiency and field service management. These applications are combined to bring about a synchronized solution to fleet management, with a specific focus on driver safety.

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