Metrics Matter
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How to use JIRA Workflow to get the KPIs you want

JIRA and JIRA ServiceDesk are used in a wide range of organisations to solve an endless variety of operational problems but at its core JIRA is a work tracking tool built around the concept of tracking work items (tasks, problems, customer issues, bugs, etc) through a set of defined stages.  The stages that items in JIRA move through are collectively known as the JIRA Workflow and by default JIRA & JIRA cloud accounts come preconfigured with a simple JIRA Workflow, often referred to as “JIRA classic”.

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Case Study: Implementing ServiceClarity to Optimize 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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Get the most out of your JIRA data - The power of JIRA's Query Language (JQL)

ServiceClarity provides a set of unique data collectors specifically for working with your JIRA data. These range from simple issue counters to time trackers and also more specialised JIRA ServiceDesk SLA trackers or JIRA Agile Story Points and Epics. The value that these ServiceClarity JIRA data collectors provide builds upon the JIRA’s own query capabilities: the JIRA Query Language (JQL).

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Get the most out of your JIRA data

At ServiceClarity we believe in getting the best you can from the data that you have. In practical terms this means working with the data available in operations tools such as JIRA and JIRA ServiceDesk. Operations tools often contain the most up to date and accurate picture of your organisation and as a core workflow and resource management product JIRA is plugged directly into how your team works. When combined with ServiceClarity this data can be leveraged to provide key insights and to drive optimisation.

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6 Operational KPIs you need to be tracking

ServiceClarity has worked with a range of customer support and service level managers that have a key focus on obtaining KPIs to drive customer satisfaction. Through this, we have identified 6 Essential Operational KPIs that we see as a trend that they are all looking for.

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6 Development KPIs You Need To Be Tracking

A lot of the customers we work with are advocates of using Agile Reporting and so the importance of having development KPIs are critical within their processes.

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Use Case: Measuring the KPIs that matter through lean capture and reporting of cloud service metrics.

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Agile and DevOps Needs a Stakeholder Reporting Layer

Introduction

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Are we on Budget?

JIRA is one of the most popular workflow management and ticketing solution on the market today. Used daily to track and plan work in tens of thousands of oragnisations JIRA often contains the most up to date and accurate picture how teams and projects are performing.

I'd like to show you how you can leverage JIRA's rich dataset to answer the seemly simple but often intractable question: Are we on budget?

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Implementing the North Star Metric at Transpoco

Summary

The proper implementation of a North Star Metric (NSM) brings focus and clarity to a company’s strategy and allows that strategy to be communicated to all stakeholders. This blog explains the idea and gives an example of implementing strategic KPI reporting at Transpoco, culminating with the identification of their NSM. This is now the key metric used to drive the growth of the company. 

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