Metricus for ServiceNow

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1 represents the integration of Metricus a cloud platform for IT Performance Measurement and ServiceNow a leading cloud-based provider of IT service Management. By leveraging Metricus as an integrated, seamless add-on to ServiceNow, your organization can gain in-depth insight into the performance of your IT department through a comprehensive suite of IT Service Management (ITSM) dashboards and scorecards. It is now possible for CIOs, IT managers, and team leaders to act on metrics and analyze key trends relating to their specific ITSM responsibilities. IT Performance Measurement in the Cloud The core features of include: A preconfigured comprehensive suite of IT performance metrics, scorecards, and reports based on best practices and practical usage scenarios Seamless data integration with ServiceNow, including support for custom fields and workflows Reporting to support ITIL-based improvement programs and compliance with related international standards, such as ISO/IEC Self-service reporting and scorecard development Extensive collaboration capabilities and portal customization opportunities Configuration utilities to create additional metrics, change targets and tolerances, and load additional data sources, for example, project management data, financials, HR data, and so on Benchmarking key metrics against your peers Health Checks to ensure the optimal use of ServiceNow

2 Role- and Process-Based IT Performance Metrics Metricus provides role- and process-based scorecards, dashboards, and reports for unparalleled insight into your IT organization s performance. These tools have been developed after considering: The specific needs of CIOs, IT managers, team leaders, and business stakeholders Best-practice ITSM methodologies, including ITIL and COBIT International standards, such as ISO/IEC 20000, ISO/IEC 27001, and ISO/IEC Feedback and input from industry-leading ITSM experts and organizations IT Service Manager Scorecard The role-based perspective provides specific dashboards and scorecards for key metrics directly related to an individual s job role. The process-based perspective delivers in-depth insight into process performance, conformance, and compliance, which can provide valuable input into ITSM improvement programs. Best-Practice IT Performance Scorecards Scorecards contain relevant metrics and configurable trending information across functional roles and process-based domains. Dynamic Analytic Chart Scorecards are complemented by analytic charts, tables, and decomposition trees that facilitate online "drill-down" and slice and dice, and cut through into the detail. Organizations using Metricus move away from disparate xls files and random reports. Instead, they directly interact with the data, enabling them to make immediate, objective decisions that improve IT performance. Decomposition Tree

3 Best-Practice IT Performance Dashboards Metricus delivers real-time IT performance dashboards so you can immediately act on critical ITSM activities, as and when they take place. Critical functional areas, including the Service Desk, can show a consolidated view of performance information, such as Incident, Request Fulfillment, and configuration metrics. Second- and third-level support teams can display specific Problem Management dashboards and gain real-time insight into related incident and change records to resolve problems. Process and Quality Managers can monitor the effectiveness and efficiency of current processes and act upon exceptions, as and when they occur. CIOs and IT managers can have a bird s eye view of all critical IT performance information and understand the associated impact on business operations. IT Service Manager Dashboard Incident Performance Dashboard by Owner Changes Open Dashboard

4 Seamless Data Integration and Dedicated Data Mart Each customer has its own dedicated data mart for storing data extracted from ServiceNow. All relevant data for reporting is loaded at a frequency selected by the customer. This may be daily or as often as every 5 minutes. During data loading, the data is denormalized into Metricus IT Entity data sets. These are data sets optimized for reporting IT performance, particularly for the calculation of metrics required for scorecards and reports. Built on the Industry-Leading Business Intelligence and Collaboration Framework customers are guaranteed an industry-leading Business Intelligence (BI) and collaboration functionality because Metricus is built using the Microsoft BI framework. The end-user interface is delivered via Microsoft SharePoint Enterprise 2010 the leading collaboration and productivity platform for enterprises. All customers will have full access to the capabilities delivered via SharePoint Enterprise Direct access to the data mart is available in the Enterprise Edition. This can be used if a customer wishes to export data to commonly used tools, such as Excel, or to another data mart/data warehouse within the customer s organization.

5 IT Performance Health Checks The team at Metricus is expert at measuring IT performance. It has extensive experience in understanding how data and processes should be set up to enable the effective measurement of IT. To provide you with this experience, we offer Health Checks that include: Ensuring data is categorized appropriately for metrics and reporting, for example, setup of Service Level Agreements (SLAs), priority codes, categorization of incidents and changes, and so on. Benchmarking your performance against peers using similar metrics and processes. A key reason this is possible is the size of the Metricus customer base and exposure to automated, standardized metrics. A cause-and-effect analysis. Data quality scorecards to assist in ensuring that end users adhere to accepted processes. Consolidated IT Performance Metricus represents a comprehensive IT performance measurement platform and as such, your instance can be extended with data from other data sources to create a consolidated IT performance center. Examples of additional data include: Availability, utilization, and capacity from monitoring systems, such as BMC Patrol or HP OpenView. Financial data made available in XLS extracts from your corporate financial/erp systems, for example, SAP and Oracle Financials. Project Management data made available by internal collaboration portals. Data entered manually for metrics that are not captured in corporate systems, for example, IT compliance- or security-related metrics. The ability to incorporate additional data sources is made available in the Enterprise version. Metricus provides training and consulting services to assist in the integration of additional data sources. Metrics Cause and Effect Diagram Benchmarking Financials Dashboard

6 Editions for all organizations There are three versions of Metricus for ServiceNow. The Base version represents an online site containing a package of best metrics, scorecards, and dashboards. The Plus version allows to modify existing reports and/or scorecards and create new ones. The Enterprise version features IT Health Checks, Metricus IT Performance Metadata, and the ability to integrate additional data sources. Base Plus Enterprise Best-Practice Metrics Best-Practice Scorecards Best-Practice Analytic Charts Best-Practice Dashboards and Reports Users Support Self-Service Scorecards and Reports Standard Service Desk Priority Service Desk Priority Service Desk - IT Health Checks - -- Metricus IT Performance Metrics Metadata - - Configuration Utilities - -

7 Examples of Metrics featured in the offers a comprehensive list of metrics applicable for all the processes that ServiceNow customers intend to measure. The list includes: Incident Management: % Incidents Multiple Assignments Avg Incident Resolution Time Avg Incident Work Effort % Incidents Promoted to Problems IT Service Management Outages High Impact Outages Critical Outage Unavailability Time % High Impact Outages Met SLA Service Request Management % Service Requests Resolve on Initial Contact Avg Service Request Work Effort % Service Requests Promoted to Problems % Service Requests Multiple Assignments Knowledge Management Knowledge Articles Created % Knowledge Articles Accessed Examples of Reports featured in the Aside from numerous metrics, Metricus for ServiceNow also offer a wide variety of report. Some examples: Incident Management: Incidents Created Drilldown by Category Incidents Escalation Dashboard Activity Incidents Effort Dashboard Incidents Open Dashboard Owner Service Request Management: Service Requests Closed Dashboard Service Requests Performance Dashboard Owner Service Requests Open Dashboard Aging Service Requests Effort Dashboard Change Management Changes Closed Dashboard Changes Open Dashboard Aging Changes Open Dashboard Owner Changes Created Dashboard Problem Management Problems Closed Dashboard Problems Effort Dashboard Problems Open Dashboard Activity Problems Performance Dashboard - Activity Examples of Scorecard featured in the IT Service Management Scorecard Incident Management Service Request Management Change Management Problem Management

8 For further information and access to the online demonstration site, or visit our website at Copyright Metricus B.V Metricus B.V. Weena NJ Rotterdam, The Netherlands October 2011 All rights reserved Metricus is a trademark of Metricus B.V. in The Netherlands. ServiceNow is a trademark of ServiceNow Limited in the UK. ITIL is a registered trademark of the United Kingdom's Office of Government Commerce (OGC) COBIT is a trademark of the Information Systems Audit and Control Association and the IT Governance Institute. Microsoft, Microsoft SQL Server 2008, Microsoft SharePoint Enterprise 2010 and PerformancePoint Services 2010 are trademarks of Microsoft Corporation in the United States, other countries, or both.

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