The reports were provided by different teams and the data was extracted from several systems and delivered in various formats – the company was missing one, heterogeneous platform for informed decision making that would give a comprehensive overview of all IT processes. Furthermore, reports were not timely and were sent out in the same format as they were created, therefore each stakeholder received a multitude of disperse analyses. The Chief Administrative Officer of the company was in search for a broad and cost effective solution for the problem that would also allow him to keep track of their critical performance indicators.

Metricus proved to be a solution that addressed the requirements of the IT organization. It not only delivered an integrated platform by providing one, unified space for all reports to be created, but also presented the ability to track the status of the relevant KPIs. With the use of Metricus, the corporation managed to adopt metrics aligned with industry best practices – ITIL, Six Sigma, etc. This, along with the trending data and benchmarking analysis, has led to the overall

alignment with ISO 27001 and ISO 20000 standards. The proposed solution also ensured a timely delivery of the reports and allowed for measuring IT performance through the use of scorecards and dashboards. As a result, the IT organization does not need to manage several disparate data sources and numerous excel sheets anymore.

This customer opted for hosted-on-the-premise version of Metricus. Among main processes chosen to measure were Incident and Change Management, Service Request Fulfillment as well as Security Management. In case of Change Management, the most important KPIs included Changes Created, % Emergency Changes and % Major Changes, while for Service Request Fulfillment – Service Requests created and Average Service Requests Resolve Duration.