What is included in a Module?

Modules are complete Performance Management solutions that address one or more specific domains. This means that everything that is required to measure, manage, and improve this specified domain is included.

A Module includes the following components:

-Up to 25 metrics that are relevant to the Module
-Each KPI comes with a report card with guidance on the use and adoption of metrics, metric mappings, and indicative target and tolerance levels
-Scorecard templates with recommended metric hierarchies and roll-up indicators
-Dashboard templates for specific strategic, tactical and operational views of your information
-'Simple Data Templates', templates with predefined fields indicate what data is required from your systems and where you can find this data
-Collaboration and communication features, including the ability to provide suggestions with Scorecards and Dashboards, initiate and track improvement projects, alerts, and comments
-Ability to manage user privileges and assign rights to users within the workspace
-Up to 4 hours of support from a Metricus Expert to assist you in the configuration and interpretation

There are two versions of Metricus, Metricus SaaS Modules and Metricus Enterprise SaaS. What is the difference between the two?

Metricus Modules provide standardized but comprehensive solutions for specific IT process domains. Each Module includes everything that is required to measure, manage and improve the performance of a specific domain. Organizations select modules and configure a solution that meets their specific needs. Metricus Modules are typically used by organizations that are implementing IT processes, but are struggling to demonstrate value and control over their IT investments and need better decision-making information.

The Enterprise SaaS solution includes all the necessary metrics, knowledge, and tools to address specific customer requirements. Enterprise solutions are customized for each organization and require consultancy to get started.

How many metrics (KPIs) are included in Metricus and how do I benefit from this KPI library?

There are over 600 IT performance metrics (IT KPIs) in Metricus. Each KPI includes a specific definition and information on how to use the KPI. Additional information for every metric includes: an effort to insight ratio, data-collection tips, extraction possibilities, mapping to IT best practices, linkage to IT Balanced Scorecard and more.

Can I add my own metrics when I use Metricus

Yes, you can add your own KPIs to each Module. For every metric, you can specify the target, tolerance, data source information, and so on. If you want to, you can make this metric available to other Metricus users, or keep it private to your own Metricus workspace.

What reporting possibilities are available?

Metricus provides a range of reporting functionalities. Reporting options include dynamic reports, static reports, visual Scorecards, Six Sigma charts, and color-coded Dashboards. Metricus is built on Microsoft Business Intelligence and, as a result, you can seamlessly export each report into PowerPoint or Excel. Using the built-in ProClarity Analytics Server, you can also write your own reports and ensure that the reports are aligned with your specific needs.

What do users see in Metricus?

There are various user management features in Metricus and, as a result, you can fine-tune exactly what users see in Metricus. You can assign various Scorecards or Dashboards to particular users and restrict or provide access to different stakeholders in your organization.
Stakeholders have varying needs and some prefer to have more detailed views than others do. A CIO, for example, typically requires only a visual holistic Dashboard on customer satisfaction. Service Desk staff,on the other hand, would like very detailed call analysis information. In the end you are using the same Metrics, but provide various viewing levels to different roles in your organization.

What do I 'get' when I purchase Metricus Modules?

After your purchase of Metricus you will receive access to a fully operational Metricus workspace loaded with the module(s) you purchased. You can configure this environment to suit your specific requirements. In practice, this means that you select metrics from the list of available metrics, and create Scorecards or Dashboards with these metrics. You can then upload data into Metricus or define automatic data-provision processes. From there, you can assign your user licenses to specific people in your team and define internal processes for the use of Metricus. If desired, a Metricus Administrator or Specialist training course can be useful to get a deeper understanding of how everything works.

What Modules are available?

Modules are available for specific IT process domains, and by default, are mapped to industry best practices, such as ITIL or COBIT. Some of the Modules are: Incident Management, Problem Management, Request Fulfillment Management, Change Management, Asset Management, Service Level Management, Project Management, Configuration Management, Availability Management, and so on. There are a number of special modules available as well that address specific topics. Special Modules include Green IT, Cost-Control, and so on.

Are the Modules based on industry frameworks? Our organization spent considerable effort adopting these standards

Absolutely – In fact, you could say that Metricus is the measurement component of all leading frameworks, such as ITIL and COBIT. What’s more, Metricus Scorecards were co-developed with practitioners who lead these standards. But, even if you don’t use these frameworks, Metricus can still measure the practices you have in place.

What is required to deploy Metricus

In terms of hardware and software, nothing. Metricus is a highly secure Web-based solution, mindful of today’s need to access critical applications from any location with an Internet connection. Users have access using an Internet browser and the entire Metricus Workspace can be configured through the Web. Data is uploaded via spreadsheets using FTP or entered manually in Metricus.

Why did you choose for SaaS (Software as a Service) over traditional software deployment?

ITpreneurs conducted a research study in 2008/9 and discovered that the majority of organizations are struggling to understand what metrics they should use, lack the knowledge to conduct proper Performance Management and do not have the in-house skills to execute.
Using the Software-as-a-Service (SaaS) model Metricus overcomes these challenges and provides a fully managed and supported environment to customers: one that provides guidance on the use of metrics and in a way that requires minimal effort from the customers.

Are different reports possible depending on the user profile?

Every new customer has access to 4-hours of Expert support from the Metricus Expert team.

With this support you can configure and set-up your Metricus Environment. After this initial period you can purchase additional Expert Support packages (4-hour packages). Note that this support is designed around the effective use of Metricus and the configuration of the data component in Metricus. If you are looking to recover a password, etc. that support is always available as part of your subscription

Service management dashboards further are limited to the data that is captured within the tool. Metricus combines data from your service management systems with other applications such as telephony systems, project management tools, Excel, etc. and presents this information using best practice and industry accepted Metrics / KPIs.

That depends on your organizational maturity with respect to IT processes, ITSM implementation, tools, and personnel. When you sign up for Metricus Modules you have access to four hours of support from Metricus Experts to help you configure and set-up your Metricus Workspace. If you have very specific requirements you will most likely benefit from support from Authorized Metricus Partners.

These are organizations specialized in the implementation and adoption of Metricus. These organizations can help you identify data sources, select metrics relevant to you, configure scorecards and reports and transform your data into decision making information.