Transcription
MetricusClarity on the performance of ITMetricusProduct Brief
Metricus: what is itMetricus OverviewMetricus IT Performance Management FrameworkSet performancetargetsBest Practice Metricsthat make sense to thebusinessMeasureOutcomesScorecards andperformanceanalysis to measureoutcomesDriveImprovementsTrending informationand benchmarking forinformed decisionmakingITIL v3 continual service improvement /COBIT Goal to KGI to Outcome MeasuresBuilt onSlide 2
Metricus: what can you do with it?Metricus OverviewMetricus IT Performance Management FrameworkSet performancetargetsA best practice metricrepository with metricsthat align with yourbusiness goals. Metrics for ITIL andCOBIT processes IT balanced scorecardmetrics Toolkits to tell you whatdata is required for themetrics and how to get itMeasureOutcomesDriveImprovementsQuality and reliableinformation from your ITorganization that you cancount onRecognize trends,compare performance andproactively improveperformance Process or functionalscorecards anddashboards Benchmark internalteams or departments Compare performancewith industry peers predefined templates ITIL process scorecards Drive Green IT initiatives Taps into your existingsystems and servicemanagement tools Better manage therelationship with yoursuppliersITIL v3 continual service improvement /COBIT Goal to KGI to Outcome MeasuresSlide 3
Metricus: cascades from business strategy to ITperformance measuresBusinessStrategydrivesIT StrategyBusinessBalancedScorecardsScope of MetricusCIO dashboard /BenchmarkingdrivesIT processesITIL / COBITprocessscorecardsMetricus OverviewMetricus aligns the IT strategywith business strategy andprovides relevant informationat a strategic, tactical andoperational level.Metricus uses well defined,pragmatic and practical metricsand measures to ensure ITmanagement are equipped totake well balanced decisionsdrivesIT ActivitiesIT PerformanceAnalysisIT Performancemetrics andmeasuresSlide 4
Metricus: benefits and featuresMetricus OverviewMetricus presents a unique and holistic view on the performance ofIT based on practical and pragmatic metrics. Benefit from metric repositories with metrics that are practical, pragmatic and alignedwith industry best practices (ITIL, COBIT, etc.). Metricus allows you to demonstrate thevalue of IT best practices. Make use of a flexible IT performance management framework that can becustomized for your specific requirements, such as Green IT, supplier management,benchmarking , CIO decision making or IT process management Move away from managing excel sheets and disparate data sources and move towardspresenting a holistic picture on IT performance Metricus will tell you exactly how good your data is and what data sources are requiredfor populating metric scorecards. Extraction script, FTP and manual data entry optionsare available Reduce the total cost of ownership IT Performance Management by using aconsolidated framework that is built on the Microsoft business intelligence suiteNominated InnovationAward 2008Built on trusted softwareSlide 5
What is so novel about this.Metricus OverviewFor the first time organizations are provided with a unique and holisticview on the performance of IT based on practical and pragmatic mprovements There is no consistent way of using metrics in the marketright now. Metrics provided by consultants or ITIL/COBITFrameworks are theoretical and difficult to use. Metricusbridges this gap with a pragmatic metrics framework basedon specific metric definitions and ‘meta information’ aboutthe use and adoption of metrics Business Intelligence solutions typically provide richanalysis and measurement solutions but are difficult toimplement and lack the right metrics that are applicable forIT management . Metricus provides these features coupledwith well defined metrics in a hassle free environment. IT enterprise management dashboards provide basicmonitoring capabilities in a very specific area of IT. Metricusaggregates information from various systems and tools in ITand provides trending and analysis information as wellas benchmarking capabilitiesSlide 6
Metricus: now why do you need itMetricus OverviewInformation Week says thatfor too many organizationsIT still is considered to be ablack box.ITpreneurs research confirmsthis and 65% of IT managersinterviewed agree with theInformation Week statement.IT is a black box andorganizations do not have theinformation they need that isrequired for informed decisionmakingSource: Information Week 2008 - Hunting the Elusive IT DashboardSource: ‘Trends in IT Performance Management’, 2008, ITpreneurs.Survey and interviews amongst 99 IT executives and consultants in five continentsSlide 7
Reality check: how mature are organizations?Metricus OverviewOnly 6% of IT managers have a comprehensive picture on IT performance.The majority though work with fragmented information and disparate dataSource: ‘Trends in IT Performance Management’, 2008, ITpreneurs.Survey and interviews amongst 99 IT executives and consultants in five continentsSlide 8
Reality check: what are the major bottlenecksMetricus OverviewNot knowing what to measure, lack of understanding and expertise toexecute are the biggest inhibitors for IT managersMetricus ITPerformanceManagementSource: ‘Trends in IT Performance Management’, 2008, ITpreneurs.Survey and interviews amongst 99 IT executives and consultants in five continentsSlide 9
Reality check: What are success factorsMetricus OverviewOrganizations look at IT best practices for support in identifying metricsand realize they need to have both resources in place and a buy in from thebusinessMetricus ITPerformanceManagementSource: ‘Trends in IT Performance Management’, 2008, ITpreneurs.Survey and interviews amongst 99 IT executives and consultants in five continentsSlide 10
Metricus Metrics: examples of best practice metricsMetricus OverviewMetricus provides metrics that are aligned with IT best practices .You will find the metric modules you need to manage your service desk,change management process, capacity management, etc.Cascading down from businessgoals to COBIT processes andmetrics: Here is a set of metricsthat are aligned with COBIT DS8:manage service desk andincidents* These are actual screen shots from MetricusSlide 11
Metricus Metrics: KPIs for ITIL v2 or v3Metricus OverviewMetricus provides metrics that are aligned with IT best practices .Including comprehensive metric lists for ITIL v3 and the knowledge tocollect the data required for populating these metrics.Metrics mapped to ITIL V3processes . This list providesan overview of Metrics thatare relevant for the CSIdomainAn ITIL v3 Scorecardtemplate that includes thetop 10 ITIL metrics forexample for ConfigurationManagement* These are actual screen shots from MetricusSlide 12
Metricus Strategic:a holistic picture on IT performanceMetricus OverviewMetricus delivers template dashboards, scorecards and reports thatyou can further configure and adapt to your own environment andrequirements.An example of an IT strategymap based on the ITbalanced scorecardprinciples.Color codes instantly revealhow various IT activities areperforming.Support is slightly off target,but Delivery is on track.IT balanced scorecard - Strategy Map* These are actual screen shots from MetricusSlide 13
Metricus Strategic: internal benchmarking of teamsor departmentsMetricus OverviewMetricus provides the dashboards and analysis capabilitiesto compare internal departments, teams or geographic units with eachother based on best practice metricsRoll-up indicators and color codesprovide an insight into currentperformance based on predefinedtargetsThis graph shows how each of theinternal departments are performingon a predefined set of ITIL metricsSlide 14
Metricus Process:ITIL process scorecards / dashboardsMetricus OverviewMetricus is populated with dashboard templates for all major IT bestpractices. Preventing the need for organizations to reinvent the wheeland leverage the collective knowledge of MetricusThis ITIL v2 Dashboard allowsService Managers to track the valuecontribution of an ITILimplementation.* These are actual screen shots from MetricusSlide 15
Metricus Activities : Measure outcomesMetricus OverviewMeasure the outcomes of specific processes or IT activities.Dashboards and scorecards can be customized based on individualrequirementsLet’s analyze ‘support’further:Actual versus targetbenchmarks showpercentage of ServiceRequests resolved oninitial contact is an issue.The graph tells usperformance is degrading.Time for action and let’sinitiate an improvementproject.* These are actual screen shots from MetricusSlide 16
Metricus Activities: Call analysis and call metricsMetricus OverviewThis dashboard is forService Desk Managersand Analysts andallows for advancedanalysis of theperformance of theService Desk and callmetricsInformation can beanalyzed in great detailand advanced slicingand dicing ofinformation is possibleSlide 17
Metricus Platform for performance management:Green ITMetricus OverviewMetricus forGreen ITMonitoring thecontribution oforganizationswith respect tosustainableinformationtechnology.Slide 18
Case Study – AirlineMetricus onCase StudyManage externalprovidersA Brazilian Airlinecompany is usingMetricus to get aninsight into howexternal serviceproviders areperforming.This allows theorganization to get abetter grip on theservice providers andallows for informeddiscussion makingServices delivered byexternal providersSlide 19
Case Study – Financial ServicesMetricus onCase StudyMonitor IT OperationsA large financialorganization requiredan insight into theperformance ofspecific IT processesand required SLAmonitoring.A Metricus Prototypewas constructed todemonstrate the ITperformance of thespecific processesand alert in case ofpotential SLA breach.Incident monitoringper severity levelSlide 20
Metricus OverviewEnd ofpresentation Beginning ofMetricusJourney?Slide 21
Metricus OverviewFounded in 2001, NAI is a leading provider ofconsulting, training, benchmarking and solutions inthe areas of IT management and control bestpractices utilizing globally accepted standards andframeworks such as ISO 20000, ITIL, eSCM,PMBOK, CMMI and COBIT.Corporate HeadquartersNouri Associates, Inc.1 Embarcadero Center Suite 500San Francisco, CA 94111Telephone: 1 (415) 267-7611Facsimile: 1 (415) 267-6127Email: info@NouriAssociates.comSlide 22
An ITIL v3 Scorecard template that includes the top 10 ITIL metrics for example for Configuration Management Metricus Metrics: KPIs for ITIL v2 or v3 Metricus provides metrics that are aligned with IT best practices . Including comprehensive metric lists for ITIL v3 and the knowledge to collect the data required for populating these metrics.
