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