Yale

Yale Information Technology Services (ITS) use Metricus Solutions to provide ITSM process scorecards for ServiceNow. Scorecards, complete with best practice ITSM metrics, are available for Incident Management, Change Management, Request Management, Problem Management and Knowledge Management. ServiceNow data is integrated with external data sources to provide analyse of metrics by multiple hierarchies including business service, service owner and client division/department/organisation. Tableau is also used to connect directly to the Metricus IT Performance Datamart and facilitate Tableau dashboard in various Yale ITS reporting portals