Metricus Service Provider Presentation Clarity on the performance of IT 3 x nominated for ITSMF...
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Transcript of Metricus Service Provider Presentation Clarity on the performance of IT 3 x nominated for ITSMF...
Metricus
MetricusService Provider Presentation
Clarity on the performance of IT3 x nominated for ITSMF Innovation
Award
Slide 2Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Agenda
Metricus for service providers
Partner Benefits
What is next?
Metricus information
Slide 3Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
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.
Slide 4Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
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:
Slide 5Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
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
Slide 6Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
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 / COBIT Goal to KGI to Outcome Measures
Built on
Slide 7Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Metricus: monitor and report on your IT performance to your customers
Use Metricus KPIs and Dashboards to show every single customer how you manage their IT systems and applications in line with agreed SLAs.
Slide 8Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Characteristics of Metricus for Service Providers
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
Slide 9Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Agenda
Metricus Service Providers
Partner Benefits
What is next?
Metricus information
Slide 10Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Service Providers
Characteristics What does this mean Examples
Service providers manage IT services for their customers on a day to day basis and report on their performance to customers
•Provide a range of IT services to customers that were previously managed by the customer•Continuously have to inform their customers about progress and performance as customers like to keep being informed•Are managing a complex internal organization, often with a wide range of applications, services, data centers, etc.
• Service Providers use Metricus to report to customers on the performance of managed services
• Service providers use Metricus to create transparency on complex internal processes in order to achieve resource optimization
• Metricus allows service providers to log in to their own dashboard and assess how their IT processes are performing
Metricus delivers information on the performance of IT services, the conformance to SLA requirements, and allows service providers to create customer dashboards for every customer
Slide 11Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Service Providers
Characteristics What does this mean Examples
Def
ine
outs
ourc
ing
cont
ract
Cre
ate
tran
spar
ency
Sha
re k
now
ledg
e
Rep
ort o
n pe
rfor
man
ce
Implementation Lifecycle
Drive Improvements
Show improvement areas in customer processes and recommend improvement initiatives
Share information
Grant access to Metricus for the customer creating transparency across the board
Report on Performance
Populate KPIs and show the customer how well you are managing their IT services
Define KPIs at contract stage
Metricus KPIs are identified in the contract stage already ensuring everyone agrees to reporting conditions
Create transparency
Design scorecards and dashboards to monitor compliance with SLAs
Driv
e Im
prov
emen
ts
Slide 12Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Service Providers
Characteristics What does this mean Examples
Poor communicationIn this outsourced relationship the dialog between customer and supplier is poor and the customer feels that the supplier does a poor job of reporting on IT performance.
Using Metricus the service provider now provide a monthly dashboard to the customer with performance information based on Metricus KPIs.
Complex Internal ITThis Managed Service Provider operates complex internal processes as they are supporting many diverse customer platforms.
Metricus aggregates data from all these platforms and services and provides this organization with a single view into their overall IT performance
Slide 13Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Agenda
Metricus Service Providers
Partner Benefits
What is next?
Metricus information
Slide 14Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Service Provider 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
Top line growth
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
Slide 15Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Agenda
Metricus Service Providers
Partner Benefits
What is next?
Metricus information
Slide 16Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Partner requirements
ITpreneurs teams up with organizations who are leaders in their field and reputable organizations in their geographic area.
Some of the requirements for becoming and maintaining the partnership:
•Be an established business for more than three years
•Be experienced in the area of IT Service Management and IT Governance
•Maintain a good standing with ITpreneurs in all manners of our business relationship
•IT Performance Management is an integrated part of your business or consulting approach
•Preferably have consultants in-house, or within your network, with experience in the field of data management, data warehousing, etc.
•Participate in Metricus Education (Metricus Enablement Workshop) to ensure your team can fully manage Metricus Workspaces
•Purchase a Metricus Enterprise License
Slide 17Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Partner sign-up process
Complete contact form
Metricus website
Initial email conversation
Review Information
Product demo by product
manager / presales
Expert call required?
Set up expert Call
yes
Provide organization information
Review Information
Send partnership
information + NDA
Send contract
documentation
Review contract
no
Complete contract
documents
Schedule training
Review business
plans
Partner
ITpreneurs
Slide 18Copyright © 2008, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Other Partner categories
Resell Metricus Modules and customized Metricus Enterprise SaaS and provide implementation services helping customers use and implement Metricus
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
Consulting Partners:
Use Metricus Enterprise SaaS to create internal transparency over complex IT processes. Provide their customers with an insight into service provider performance
Managed Services Partners:
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
Slide 19Copyright © 2008, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Metricus is an ITpreneurs product.
ITpreneurs provides knowledge solutions in the IT management domain. The ITpreneurs portfolio includes Learning solutions (game based learning, e-learning, classroom training) and IT performance management solutions (IT performance measurement).
Through its content expertise and extensive partner network, ITpreneurs knowledge portfolio is currently available in 45 countries across 6 continents and in 6 languages.
Corporate HeadquartersWeena 324-3263012 NJ RotterdamIntl: +31107110260US: +18002146371
Contact information: [email protected]