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

Metricus provides clarity on the performance of IT and enables effective IT decision making Metricus allows IT managers to take informed decisions about the performance of IT by presenting them with accurate KPIs, reliable dashboards and advanced data analysis capabilities. Using Metricus IT managers can determine if IT services or processes are being performing as per business requirements, if resources are optimally utilized, and determine the impact of improvement initiatives. Copyright ©2009

The 7 Step ITIL V3 Continual Service Improvement Methodology is enabled and automated by Metricus Copyright ©2009

IT Performance Management is about measuring, managing, improving, and demonstrating the value of IT Define Measure Manage Improve Define what is important to you and what you should measure Initiate improvement activities based on historic data and scenario planning Measure your IT performance through best practice KPIs and performance data Manage the ongoing process and present decision making information to relevant stakeholders in your organization Copyright ©2009

Define Measure Manage Improve Metricus enables organizations to define, measure, manage and improve IT’s performance Define Measure Manage Improve A best-practice IT KPI library with metrics that align with your business goals. Metrics for ITIL, COBIT, ISO/IEC 20000 processes IT balanced scorecard KPIs, Cost Control KPIs, Green IT KPIs ‘Meta information’ explaining how to use and adopt KPIs Quality and reliable information from your IT organization that you can count on Process or functional scorecards with traffic light symbols to visualize your performance Highly visual dashboards for your CIO presenting a holistic view across functions and teams Data analysis capabilities A practical do-it- yourself approach to data and metric management Tools, templates and guidance to extract data from your ITSM tools Manage KPI settings, trends, target, tolerance, definitions Ability to customize reports, or add your own KPIs Recognize trends, compare performance, and proactively improve performance Benchmark internal teams or departments Scenario Planning using cause-and-effect diagrams Six Sigma charts help you identify process flaws Initiate and track improvement initiatives Copyright ©2009

Define - Structured KPIs drive IT Performance Management IT KPIs (that are aligned with the business strategy) play a role at each decision-making level in the organization and enable the organization to take informed IT decisions in line with business requirements Business Leadership IT Balanced Scorecard Over 600 Timely, accurate, and quality IT metrics and measures (KPIs) in Metricus Business Strategy drives IT management IT process health dashboards IT Strategy drives IT departments Functional and process scorecards Processes and Activities Categories: ITIL v3, IT Services, Infrastructure, Service Level Management, COBIT, ISO/IEC 20000, Green IT, Balanced Scorecard, and more.. Copyright ©2009

Measure- Dashboards, Scorecards, Reports “A dashboard is a visual display of the most important information needed to achieve one or more objectives; consolidated and arranged on a single screen so the information can be monitored at a glance” Intelligent Enterprise, 2004 Green IT dashboard Highly visual, data aggregated from various sources Provide a one glance view on the current state of the organization/process or activities. Typically used by CIOs, IT Management and business users. Metricus Dashboard from the Service Request Module Copyright ©2009

Measure- Dashboards, Scorecards, Reports 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 Comprehensive Dashboards A 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 Copyright ©2009

Manage – Manages the integration of data from your ITSM tools Data Management is the link between operational systems and tools and decision making information based on structured Key Performance Indicators Data management is the extraction, transformation, and loading of data from disparate systems into a single data store for the purposes of manipulation, evaluation, and analysis. Data management allows organizations to access all their fragmented data, create an accurate and consistent view of their information assets, and leverage those assets to drive business decisions and operations. Metricus Data Management Export data from your service management tool into Metricus Templates Upload templates via FTP to Metricus Metricus processes your data and transforms it to information Copyright ©2009

Manage –Metric Management functionalities Easy Data Templates Every 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 Manage access rights Assign dashboards to users and manage who sees what Define your reporting structure This allows you to define your reporting structure. Do you want to report per department, geography or team? Settings Manage definition, set target, tolerance, data criteria Copyright ©2009

Improve – Trend analysis, Scenario Planning, Initiative management To improve performance in the future, one has to look at the past Trend analysis helps to understand patterns and behavior of KPIs Comparing historic information is important to be able to define policies for the future Trend analysis further helps you to monitor if your improvement initiatives are resulting in overall better performance Copyright ©2009

Improve – Trend analysis, Scenario Planning, Initiative management KPIs are linked to higher level business goals, and to other KPIs. This information allows you to develop scenarios and predict outcomes of your actions KPIs in Metricus are linked to each other. This information allows you to assess the effect of changes to KPIs. With this knowledge, you can create various models and scenarios that allow you to meet your expected results Metricus allows you to dynamically design cause and effect relationships Copyright ©2009

Metricus Product Offerings Metricus Enterprise provides a robust and comprehensive set of tools and knowledge that you can use for the effective management of all your IT Performance Management initiatives Metricus Modules provide comprehensive on-demand solutions to measure, manage and improve the performance of selected IT services, domains, processes and strategies. Modules for ITIL Modules for IT Governance Metricus Specials Metricus for Consultants enables IT management and ITSM consulting companies to add powerful IT Performance Management capabilities to their consulting offering Copyright ©2009

Metricus Features Included in Metricus Modules Included in Metricus Enterprise Included in Metricus for Consultants Dashboard, Scorecard and Data Analysis Templates Partners can embed Metricus in their consulting approach and grant customers access to Partners’ Metricus subscription All Modules are included in Enterprise SaaS Up to 25 KPIs with ‘meta’ information relevant to the use of KPIs Partners provide consulting services around Metricus kpi Sandbox environment Scripts, templates and guidance relevant to the integration of data No minimum number of users Ability to integrate consultant specific KPIs or knowledge Fully customizable according to customer specifications Modular approach, pay as you go Standard Metricus Platform Features applicable to all products Metricus provides end-user support, including support in managing data Documentation is available to support the use and configuration of Metricus Data management part of initial configuration Globally accessible, browser based, fully managed End-user training online or face to face Copyright ©2009

Founded in 2001, NAI is a leading provider of consulting, training, benchmarking and solutions in the areas of IT management and control best practices utilizing globally accepted standards and frameworks such as ISO 20000, ITIL, eSCM, PMBOK, CMMI and COBIT. Corporate Headquarters Nouri Associates, Inc. 1 Embarcadero Center Suite 500 San Francisco, CA 94111 Telephone: +1 (415) 267-7611 Facsimile: +1 (415) 267-6127 Email: info@NouriAssociates.com