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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

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metrics and quality assurance

Metrics and Quality Assurance

Metricus Tool for IT Performance Measurement

what do we struggle to do
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
What Story Are We Trying To Tell?

Metrics, KPI’s and Reports add value by answering the following 3 questions:

How is my service or process performing?

How do I know?

Where do I need to improve?

goal alignment and reporting integration are essential
Goal alignment and reporting integration are essential

Strategic

Scorecards

Metricus

Executive Management

Process/Service

Ownership

ITSM Coach

Impact

Dashboards

Metricus

ServiceNow

Process/Service

Management

CSI

Tactical

Where does Metricus fit in?

how am i doing
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
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
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
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

what can it help me do
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 email or exported files

if i want it how do i get it
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
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