| Frequently asked questions |
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The following Frequently Asked Question List addresses the most relevant questions related to the use, adoption, and configuration of Metricus: |
| Question | Answer |
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 |
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.
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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. |
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. |
Are different reports possible depending on the user profile? | All objects within a Metricus Workspace (pages, Scorecards, metrics, Dashboards, and reports) are subject to user authentication. That is, each user or set of users can have their information requirements met with objects specific to their needs. |
| Question | Answer |
| What do 'simple data templates ®' mean? | That means the transformation of organizational data to Metricus is very easy and does not require complex consulting projects or expensive connectors. Simply have the data from Metricus exported into Simple Data Templates and upload this data via FTP to Metricus |
| Can you connect Metricus directly to my own databases and other data sources | Yes, Metricus includes SQL extraction scripts that connect to all major IT service management tools including BMC Remedy, HP ServiceCenter, CA Unicenter, IBM Tivoli, and many more |
| Can I manually type my information in Metricus? | Yes, for every metric there always is the option for manual data entry. This option is typically used for the provision of qualitative metrics such as the COBIT Plan and Organize Metrics |
| How do you 'get' data in Metricus? | In three ways. First, by automatically extracting the most relevant and valuable data from what you’ve already invested in: your IT service management solutions. Second, by identifying qualitative sources of information that lead to astute decision-making and manually entering this information. Third, and most favorable solution is through file transfer using 'simple data templates' where you extract data from your systems and tools into predefined templates and upload this to Metricus. |
| Question | Answer |
| How do I buy Metricus? | If you are interested in subscribing to one or more of the Metricus Modules (e.g. Incident Management, Change Management, etc.), simply register at www.metricus.com or contact one of the Authorized Metricus Partners. If you have specific requirements outside the scope of the existing modules, or require guidance in setting up and configuring Metricus we can connect you to an Authorized Metricus Partner |
| How does the pricing work for Metricus Modules | Very simple, you pay per month per Module that you use. The first module requires you to purchase a 5-user package and a Configuration Package (that includes support in setting up Metricus for you). You can add as many modules as you like or add users when required. If you would like access to all the metrics or have specific requirements ask for the enterprise solution |
| Do I have to buy an expensive license | No. Metricus uses the cost-effective “Software as a Service” model. You simply “pay as you go” with a Module subscription fee and per user licenses. |
| Question | Answer |
| I am using Metricus Modules, what access do I have to Metricus Support, and at what cost? | 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 |
| I am using Metricus Enterprise SaaS, what access do I have to Metricus Support, and at what cost? | You have access to 8-hours of Expert Support per month. This support aides you in the configuration and ongoing management of the Enterprise SaaS solution. Support includes build to release deployment, management of new data sources, addition of metrics, etc. |
| Question | Answer |
| What is the difference between the Metricus Administrator and Metricus Specialist Enablement Workshop | The Administrator Workshop is for those who play a role in the day-to-day use of Metricus for your organization. The Specialist Workshop is a more detailed workshop that also discusses the set-up and configuration of Metricus |
| Question | Answer |
| My organization has a number of different teams / departments. Can Metricus manage multiple entities or data sources | This is a perfect example of how organizations use Metricus to establish clarity on the performance of various teams or departments (and is called Internal Benchmarking). Select Metricus Modules and roll out a consistent set of metrics to your teams or departments. Using Metricus you can see how your organization is performing overall, drill down into the details of various entities, learn from high performing teams and improve the underperforming teams |
| I am using a service management tool from one of the large tool providers. Why value does Metricus bring me? | Service Management tools are very good at supporting your IT operations but lack the functionality and depth when it comes to the provision of understandable and quality performance management information that you can use for IT decision making. Metricus uses the Microsoft Business Intelligence suite of products to provide you with advanced information analysis services in an understandable manner. 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. |
| After reading the website I would like to do more and actually test-drive Metricus, is that possible? | Absolutely. Simple ask for access to a live Metricus environment and test-drive this environment. The demonstration environment uses dummy data and provides various dashboard, reporting and scorecard examples. A second step is the same environment but then based on your own data. This is called a Free Trial and the only effort from your side for this is the provision of a data file, or existing Excel based report that you currently use. Contact the Metricus team or an Authorized Partner for more information. |
| Do I need help from consultants to get the most out of Metricus? | 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. |
| There are so many metric lists out there already, why do I need Metricus? | Best practices like COBIT and ITIL provide a lot of sample metrics. There are libraries available as well that provide free Metric / KPI lists. These Metric listing often provide a good start when organizations start thinking about IT performance management however they also have their shortcomings. Guidance on the use of Metrics, best practice definitions, understanding data sources, the cost related to implementation of metrics often is missing. Metricus provides this level of knowledge for every metrics included in the library. An advanced business intelligence environment presents a holistic view of your IT performance through scorecards, dashboards and reports. Metricus helps you mature your IT performance management initiative and includes everything you need to make that happen. |




