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Metricus

Metricusfor Consultants

Clarity on the performance of IT3 x nominated for ITSMF Innovation

Award

Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.

Metricus Partner Program

Agenda

Metricus for consulting organizations

Partner Benefits

What is next?

Metricus information



Innovation Award Nomination for Metricus

Metricus has been acknowledged for breaking new ground on IT performance management and is nominated for the ITSMF Innovation Award by three independent juries.



IT Performance Management - 2003

CXO Systems surveyed 1400 CIOs in 2003. Key findings included:

“..most IT executives spend more than a day per week gathering information..”

The frequency with which CIOs gather information related to different functions does not correlate well with the importance of those functions.”

The majority of information is received via multiple channels and needs to be collated bottom up. The following graph is an excerpt from the report:

CXO Systems surveyed 1400 CIOs in 2003. Key findings included:

“..most IT executives spend more than a day per week gathering information..”

The frequency with which CIOs gather information related to different functions does not correlate well with the importance of those functions.”

The majority of information is received via multiple channels and needs to be collated bottom up. The following graph is an excerpt from the report:



IT Performance Management – 2008/9

Only 6% of IT managers have access to efficiently produced IT performance information.

Source: ‘Trends in IT Performance Management’, 2008/9, ITpreneurs.Survey and interviews amongst 99 IT executives and consultants in five continents

+ Collecting data from various sources + Converting data into logical numbers + Building complex Excel sheets= Highly Ineffective



Metricus: measure, manage, improve IT performance

Best Practice Metrics that make sense to the

business

Scorecards and performance

analysis to measure outcomes

Measure Manage Improve

Trending information and benchmarking for

informed decision making

SaaS Metricus IT Performance Management Framework

ITIL v3 continual service improvement /

Built on



Agenda

Metricus Consulting Organizations

Partner Benefits

What is next?




Metricus for Consultants

Characteristics Improvement possibilities Examples

Performance Management is a key component of the work that IT management and process improvement consultants perform:

•Help customers Implement a metrics & measurements framework based on KPIs that are relevant to the customer

•Assess the current IT process performance for customers and assist in the design and implementation of improvement initiatives

• IT process health check • Maturity scan • Baseline definition

• Consulting organizations typically maintain an internal metric library that is used by consultants to develop KPIs for customers

• Consultants collect data from customer tools and systems and build and maintain excel based reports and scorecards for their customers as a separate activity or as part of a consulting engagement (typically few weeks to few months)

How do consultants manage this process right now for their customers



Characteristics Improvement possibilities Examples

Metricus Consulting Partners

•Adopt: Combine the KPIs that consultants use with best practice KPIs of Metricus, and use an always up-to-date knowledge library to define KPIs for customers

•Replace: Move away from managing complex and error prone excel sheets and utilize a reliable business intelligence environment to deliver complex and interactive reports

•Enhance: Provide performance reports that you now cannot provide yet; such as advanced slicing/dicing capabilities, cause and effect diagrams, Six Sigma charts, drill down into the data, etc.

• Ease of use: be able to set up a new dashboard for a customer without external support

• Minimum training: self learning, maximum training time half a day

• Ease of data entry: Upload and process data is easy and straightforward

• Benchmarking possibilities: aggregate data from customers to provide benchmarking services

• Well supported: advanced reports, data analysis, KPI creation, and other support is available in the background

Are there potential areas for improvement?

What are critical success factors to keep in mind if you want to give consultants a different tool to use:



Metricus Consulting Partners

Characteristics Improvement Possibilities Examples

I have no idea what to measure and I do not know how to measure

• Select metrics from Metricus rather than build metrics from scratch over and over again

• Leverage a best practice library with hundreds of detailed metrics

• Include your own knowledge and build your own unique knowledge base

Achieve rapid results Build transparency

Can you give me an insight into my IT performance

• Use advanced Business Intelligence capabilities to create scorecards and reports based on customer data

• Compare trends and suggest improvement actions to the customer

• Create scorecards by dragging and dropping KPIs rather than manually programming complex excel sheets

Benchmark!

How am I performing against a set of industry peers

• Provide a unique benchmarking service to customers based on Metricus metrics and your own metrics

• Extend capabilities by leveraging the entire Metricus user community

Extend your knowledge, work more efficient

Additional consulting services, faster time to results

Additional consulting services, recurring customer services



Metricus: embed Metricus knowledge in your consulting offering

Use Metricus KPIs and Metricus Knowledge to strengthen your consulting offering to your customers

Consider:

CIO Dashboard IT health

scorecard Unique and

custom KPIs ISO/IEC 20000

implementation Specific

reporting needs

Customer A

Metricus KPIs

Customer Dashboard

Your own KPIs

Workspace

Customer B

Incident management

Dashboard

Custom Report

Your own Dashboards

Workspace

Six Sigma Chart

Customer C

IT health dashboard

SLA report

Workspace

Cause and Effect

Diagram

600 KPIs, Metric Tags, usage information

Scorecard, Dashboard,Information Analysis

User Management, Collaboration and Communication

Your own KPIs

Metricus Workspace(s)

Met

ricu

s IT

Per

form

ance

Man

agem

ent



Characteristics of Metricus for Consulting Organizations

Scripts, templates, and SQL scripts for data included

End-user training via online conferences or face to face

No minimum number of users

Metricus includes all the knowledge you require, and you can even add your own KPIs

Globally accessible, browser based, fully managed

Conceptualize new services around Metricus

8-hours dedicated Metricus support per month included

Create a workspace for every customer and even provide customers with their own dashboard and reports



Agenda

Metricus Consulting Organizations

Partner Benefits

What is next?




The Metricus partner program enables partners to integrate Metricus in their consulting approach

Modules for ITIL

Green IT

Modules for COBIT

Cost-Control

Best practice Knowledge included Globally accessible

Flexible “10 minute” deployment Customer Enablement

Customer Branding Customer Training /

Coaching Access to

benchmarking data

Simple data upload

Access per user

Fully managed environment

Browser based

Your Metricus portal

Multi-customer deployment

Your own metrics

And 20 more modules



Consulting Partner Benefits

Flexible solution

Up and running quickly

Tailor to customer specific requirements

Fully managed online

Create a dashboard for every customer

Create internal transparency

Customer Enablement

Customer Training and Coaching available

Globally accessible, browser based

Customer can log in and view their IT performance

Well supported

Support in designing the environment

Build to release support

Documentation and marketing material available

Webinars, events, global branding

Best practice knowledge

Industry accepted KPIs

Handpicked KPIs by Industry gurus

Everyone can contribute to Metricus library

Best of breed BI software from Microsoft

Add your own unique KPIs and methodology

Top line growth

Includes ability to resell Metricus to customers

Design services that you now cannot provide

Address gaps in the performance of your customers processes and offer support!

Built on trusted software



Agenda

Metricus for Consulting Partners

Partner Benefits

What is next?




Next steps

A three step approach to achieve maximum success

1. Seeing is believing, demonstrating the capabilities of Metricus– Provide Metricus with an (anonymous) data file from one of your customers and a prototype

will be configured to show you what Metricus can do for your consultants – Provide your feedback, and perhaps add some of your own KPIs and use this to

demonstrate Metricus to your consultants or customers 2. Educate important stakeholders in using Metricus

– Invest some time to bring up to speed some of your most important consultants in the use and adoption of Metricus

– Training can be as simple as a 2-hour conference call with a Metricus specialist, but can also run up to 2-days of training when desired

3. Try out Metricus in your engagements – Invest some time to bring up to speed some of your most important consultants in the use

and adoption of Metricus and try out Metricus in engagements – The Metricus team will support you where needed to ensure that your engagements result in

success



Create dynamic Visio charts and link this to KPIs

Create cause and effect diagrams using Visio

•Create process charts and objects in Microsoft Visio•Link these objects to individual KPIs in Metricus•Publish to a Dashboard and use this to understand causal relationships between KPIs

Use Visio to create diagrams and objects

Link objects to KPIs in MetricusAnd create highly visual cause and effect diagrams and other visual dashbboards



Easily manage data from your customers into Metricus

Data transfer from service management tools is simple and easy to do

•Export data from service management tools into Metricus using templates•Upload data via FTP to Metricus•Metricus processes data and transforms it to information



Create new KPIs that are special to a customer

Create KPIsCreate new KPIs for your customers, or modify some of the existing KPIs.

Add data Manually enter data, or upload data via an Excel template



Create a balanced scorecard for your customer

Dynamic Visio chart

Metricus allows you to create and upload Visio charts and link KPIs to Visio components. For every Module specific templates are available but you can also create your own

Manage KPI categories

For all areas in the IT balanced scorecard KPIs are available. We categorized them according to customer feedback, but you can create your own sub categories



Or advanced reports with dynamic analysis capabilities

Decomposition treeNot just analyze static information but be able to really drill down into the details whenever you need to

Trending analysisCompare KPI performance over a period of

time, not in the here and now



Some other features of Metricus

Easy Data TemplatesEvery Module includes structured templates that help you collect data from your service management tool and upload this to Metricus. The simplest way to do this is through FTP allowing you to refresh your data whenever you want to

Define your reporting structureThis allows you to define your reporting structure. Do you want to report per department, geography or team?

Initiate actions or projectsAssign tasks to users, initiate projects or provide comments to reports

Manage access rightsAssign dashboards to users and manage who sees what



Template Module: Incident Management

CollaborateProvide comments with graphs, manage issues and documents

IT KPIs – 25 practical, pragmatic, usable KPIs

TrendingTrending information to analyze KPIs in detail

SettingsManage definition, set target, tolerance, data criteria



Template Module: Desk Module

Drill down into the detailsBenchmark different service desk sites across the world and drill down into the details of available data

IT KPIs – 25 practical, pragmatic, usable KPIs for managing your service desk operations across the world

DashboardsCall handling information, information on Service Requests and Incidents



Template Module: Request Management Module

IT KPIs – Every Module includes at least 25 KPIs with information on the practical use, adoption and benefits of KPIs.

Analyze to the greatest extent possible Dynamic charts allow you to analyze data and create charts that are most relevant to you

Add your own KPIs

Simply add your own KPIs or modify KPIs to the Module and publish them to a dashboard



Template Module: Change Management Module

Comprehensive DashboardsA typical Metricus Dashboard Template that provides a comprehensive picture on your current IT performance and historical information. These two elements together allow you to take adequate decisions for the future

Six Sigma charts

For selected KPIs you have the ability to create Six Sigma control charts or histograms. This functionality helps you reduce defects in your processes



Template Module: Green IT

Green ITMeasure the carbon footprint of IT and work towards a better performing and greener IT organization



Other Metricus Products

Resell Metricus Modules and customized Metricus Enterprise SaaS and provide implementation services helping customers use and implement Metricus

Metricus for reselling partners

Use Metricus Enterprise SaaS as an integrated component of their implementation approach. Use all the knowledge and support from Metricus to improve customer IT processes and activities

Metricus for consultants

Use Metricus Enterprise SaaS to create internal transparency over complex IT processes. Provide their customers with an insight into service provider performance

Metricus for Managed Service Providers

Metricus Partners use Metricus as part of their consulting approach to the market, use Metricus internally or create services around the use and adoption of Metricus

www.metricus.comfor more information visit

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