Metrics and Quality Assurance Metricus Tool for IT Performance Measurement

Metrics?

What do we struggle to do? Create or modify reports easily from Service Now data Combine several different ways to look at data or visualize data in an interactive and useful way See relationships or perform comparisons to look for ways to improve performance

What Story Are We Trying To Tell? Metrics, KPI’s and Reports add value by answering the following 3 questions: 1.How is my service or process performing? 2.How do I know? 3.Where do I need to improve?

Strategic Performance Critical Success Factor (CSF) Critical to Performance Correlation (CPC) Key Performance Indicator (KPI) Metric Executive Management Process/Service Management Process/Service Ownership Impact Strategic Tactical Scorecards Metricus Dashboards Metricus ServiceNow ITSM Coach CSI Goal alignment and reporting integration are essential Where does Metricus fit in?

How am I doing? Two type of visualizations – Dashboards – how am I doing NOW – Scorecards – how have I done over time and against performance targets

How do I know? Determine what to measure – Identify KPI’s that relate directly to customer satisfaction – Identify operational KPI’s that are correlated with customer satisfaction and operational excellence

Where do I need to improve? Using tools to create scorecards and dashboards to monitor performance – Review reports that show overall performance trends and look at overall performance scores at a high level – Drill down using the capabilities of each tool (Metricus, ITSMCoach, ServiceNow) to look at progressively finer detail – Develop an action plan for improvement(s) based on what you reveal in the drill down

What is Metricus? BI and ETL tool Cloud-based Provides simpler reporting from ServiceNow or other data sources Performance measurement Dashboards and scorecards Library of KPIs and metrics

Metricus Architecture

What can it help me do? Create custom dashboards, reports, analytics and scorecards Produce consolidated views for functional areas such as the Service Desk Produce high-level executive views Drill-down into the data to reveal more detail Create custom KPIs and metrics Produce reports that can be scheduled to run at intervals and delivered through or exported files

If I want it, how do I get it? Access to the Metricus application and analytics is through a web browser Access to the reporting and some scorecards are dependent on Microsoft BI reporting tools Licensed users are currently restricted to department directors but we have just added licenses to expand Reports can be sent to anyone and don’t require licensed access

How do I get help with it? MQAD will be conducting training Metricus KB will be developed Custom reports and dashboard construction can be obtained by service request to MQAD Metricus knowledge sharing through a group or website

Tool Capabilities and Governance What key functions can the tool perform – Global Reports – Report Building and Saving – Report scheduling and publishing Access Governance Request for MQAD Report Services

Metricus Query – Comparison

Metricus Query - Trends

Metricus Dashboard

Metricus - Scorecards

Questions?

Q&A and Live Analytic Demonstration Select a volunteer and ask them to participate in the demo – General Question More refined question – Specific question General or Open Questions