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?