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/ServiceManagement

Process/ServiceOwnershipIm

pact

Strategic

Tactical

Scorecards

Metricus

Dashboards

MetricusServiceNow

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 email 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

Metricus Query – Comparison

Metricus Query - Trends

Metricus Dashboard

Metricus Dashboard

Metricus Dashboard

Metricus Dashboard

Metricus Dashboard

Metricus Dashboard

Metricus Dashboard

Metricus Dashboard

Metricus - Scorecards

Questions?