Metricus

1. Metricus Clarity on the performance of IT 3 x nominated for ITSMF Innovation Award Metricus for Consultants

2. Agenda Metricus information Metricus for consulting organizations Partner Benefits What is next?

3. Innovation Award Nomination for Metricus Metricus has been acknowledged for breaking new ground on IT performance management and is nominated for the ITSMF Innovation Award by three independent juries.

4. IT Performance Management - 2003 • CXO Systems surveyed 1400 CIOs in 2003. Key findings included: • “..most IT executives spend more than a day per week gathering information..” • The frequency with which CIOs gather information related to different functions does not correlate well with the importance of those functions.” • The majority of information is received via multiple channels and needs to be collated bottom up. The following graph is an excerpt from the report:

5. IT Performance Management – 2008/9 Only 6% of IT managers have access to efficiently produced IT performance information. + Collecting data from various sources + Converting data into logical numbers + Building complex Excel sheets = Highly Ineffective Source: ‘Trends in IT Performance Management’, 2008/9, ITpreneurs. Survey and interviews amongst 99 IT executives and consultants in five continents

6. Metricus: measure, manage, improve IT performance SaaS Metricus IT Performance Management Framework Measure Manage Improve Trending information and benchmarking for informed decision making Scorecards and performance analysis to measure outcomes Best Practice Metrics that make sense to the business ITIL v3 continual service improvement / Built on

7. Agenda Metricus information Metricus Consulting Organizations Partner Benefits What is next?

8. Metricus for Consultants How do consultants manage this process right now for their customers • Performance Management is a key component of the work that IT management and process improvement consultants perform: • Help customers Implement a metrics & measurements framework based on KPIs that are relevant to the customer • Assess the current IT process performance for customers and assist in the design and implementation of improvement initiatives • IT process health check • Maturity scan • Baseline definition • Consulting organizations typically maintain an internal metric library that is used by consultants to develop KPIs for customers • Consultants collect data from customer tools and systems and build and maintain excel based reports and scorecards for their customers as a separate activity or as part of a consulting engagement (typically few weeks to few months)

9. Metricus Consulting Partners Are there potential areas for improvement? What are critical success factors to keep in mind if you want to give consultants a different tool to use: • Ease of use: be able to set up a new dashboard for a customer without external support • Minimum training: self learning, maximum training time half a day • Ease of data entry: Upload and process data is easy and straightforward • Benchmarkingpossibilities: aggregate data from customers to provide benchmarking services • Well supported: advanced reports, data analysis, KPI creation, and other support is available in the background • Adopt: Combine the KPIs that consultants use with best practice KPIs of Metricus, and use an always up-to-date knowledge library to define KPIs for customers • Replace: Move away from managing complex and error prone excel sheets and utilize a reliable business intelligence environment to deliver complex and interactive reports • Enhance: Provide performance reports that you now cannot provide yet; such as advanced slicing/dicing capabilities, cause and effect diagrams, Six Sigma charts, drill down into the data, etc.

10. Metricus Consulting Partners Achieve rapid results Build transparency Benchmark! I have no idea what to measure and I do not know how to measure Can you give me an insight into my IT performance How am I performing against a set of industry peers • Select metrics from Metricus rather than build metrics from scratch over and over again • Leverage a best practice library with hundreds of detailed metrics • Include your own knowledge and build your own unique knowledge base • Use advanced Business Intelligence capabilities to create scorecards and reports based on customer data • Compare trends and suggest improvement actions to the customer • Create scorecards by dragging and dropping KPIs rather than manually programming complex excel sheets • Provide a unique benchmarking service to customers based on Metricus metrics and your own metrics • Extend capabilities by leveraging the entire Metricus user community Extend your knowledge, work more efficient Additional consulting services, faster time to results Additional consulting services, recurring customer services

11. Metricus: embed Metricus knowledge in your consulting offering Use Metricus KPIs and Metricus Knowledge to strengthen your consulting offering to your customers Customer B 600 KPIs, Metric Tags, usage information Incident management Dashboard Customer C Customer A Scorecard, Dashboard, Information Analysis Metricus KPIs Six Sigma Chart IT health dashboard Metricus IT Performance Management User Management, Collaboration and Communication Customer Dashboard Cause and Effect Diagram Your own Dashboards • Consider: • CIO Dashboard • IT health scorecard • Unique and custom KPIs • ISO/IEC 20000 implementation • Specific reporting needs Your own KPIs SLA report Your own KPIs Custom Report Metricus Workspace(s) Workspace Workspace Workspace Enterprise Edition

12. Characteristics of Metricus for Consulting Organizations Globally accessible, browser based, fully managed No minimum number of users Conceptualize new services around Metricus 8-hours dedicated Metricus support per month included End-user training via online conferences or face to face Metricus includes all the knowledge you require, and you can even add your own KPIs Scripts, templates, and SQL scripts for data included Create a workspace for every customer and even provide customers with their own dashboard and reports

13. Agenda Metricus information Metricus Consulting Organizations Partner Benefits What is next?

14. The Metricus partner program enables partners to integrate Metricus in their consulting approach Flexible “10 minute” deployment Customer Enablement Multi-customer deployment • Customer Branding • Customer Training / Coaching • Access to benchmarking data Your Metricus portal Globally accessible Best practice Knowledge included Simple data upload Modules for ITIL Cost-Control Browser based Access per user Your own metrics Modules for COBIT Fully managed environment Green IT And 20 more modules

15. Consulting Partner Benefits Flexible solution Customer Enablement Well supported Best practice knowledge Top line growth • Up and running quickly • Tailor to customer specific requirements • Fully managed online • Create a dashboard for every customer • Create internal transparency • Customer Training and Coaching available • Globally accessible, browser based • Customer can log in and view their IT performance • Support in designing the environment • Build to release support • Documentation and marketing material available • Webinars, events, global branding • Industry accepted KPIs • Handpicked KPIs by Industry gurus • Everyone can contribute to Metricus library • Best of breed BI software from Microsoft • Add your own unique KPIs and methodology • Includes ability to resell Metricus to customers • Design services that you now cannot provide • Address gaps in the performance of your customers processes and offer support! Built on trusted software

16. Agenda Metricus information Metricus for Consulting Partners Partner Benefits What is next?

17. Next steps A three step approach to achieve maximum success • Seeing is believing, demonstrating the capabilities of Metricus • Provide Metricus with an (anonymous) data file from one of your customers and a prototype will be configured to show you what Metricus can do for your consultants • Provide your feedback, and perhaps add some of your own KPIs and use this to demonstrate Metricus to your consultants or customers • Educate important stakeholders in using Metricus • Invest some time to bring up to speed some of your most important consultants in the use and adoption of Metricus • Training can be as simple as a 2-hour conference call with a Metricus specialist, but can also run up to 2-days of training when desired • Try out Metricus in your engagements • Invest some time to bring up to speed some of your most important consultants in the use and adoption of Metricus and try out Metricus in engagements • The Metricus team will support you where needed to ensure that your engagements result in success

18. Create dynamic Visio charts and link this to KPIs Use Visio to create diagrams and objects • Create cause and effect diagrams using Visio • Create process charts and objects in Microsoft Visio • Link these objects to individual KPIs in Metricus • Publish to a Dashboard and use this to understand causal relationships between KPIs Link objects to KPIs in Metricus And create highly visual cause and effect diagrams and other visual dashbboards

19. Easily manage data from your customers into Metricus • Data transfer from service management tools is simple and easy to do • Export data from service management tools into Metricus using templates • Upload data via FTP to Metricus • Metricus processes data and transforms it to information

20. Create new KPIs that are special to a customer Add data Manually enter data, or upload data via an Excel template Create KPIs Create new KPIs for your customers, or modify some of the existing KPIs.

21. Create a balanced scorecard for your customer Dynamic Visio chart Metricus allows you to create and upload Visio charts and link KPIs to Visio components. For every Module specific templates are available but you can also create your own Manage KPI categories For all areas in the IT balanced scorecard KPIs are available. We categorized them according to customer feedback, but you can create your own sub categories

22. Or advanced reports with dynamic analysis capabilities Decomposition tree Not just analyze static information but be able to really drill down into the details whenever you need to Trending analysis Compare KPI performance over a period of time, not in the here and now

23. Some other features of Metricus Easy Data Templates Every Module includes structured templates that help you collect data from your service management tool and upload this to Metricus. The simplest way to do this is through FTP allowing you to refresh your data whenever you want to Manage access rights Assign dashboards to users and manage who sees what Define your reporting structure This allows you to define your reporting structure. Do you want to report per department, geography or team? Initiate actions or projects Assign tasks to users, initiate projects or provide comments to reports

24. Template Module: Incident Management IT KPIs – 25 practical, pragmatic, usable KPIs Trending Trending information to analyze KPIs in detail Settings Manage definition, set target, tolerance, data criteria Collaborate Provide comments with graphs, manage issues and documents

25. Template Module: Desk Module IT KPIs – 25 practical, pragmatic, usable KPIs for managing your service desk operations across the world Dashboards Call handling information, information on Service Requests and Incidents Drill down into the details Benchmark different service desk sites across the world and drill down into the details of available data

26. Template Module: Request Management Module IT KPIs – Every Module includes at least 25 KPIs with information on the practical use, adoption and benefits of KPIs. Add your own KPIs Simply add your own KPIs or modify KPIs to the Module and publish them to a dashboard Analyze to the greatest extent possible Dynamic charts allow you to analyze data and create charts that are most relevant to you

27. Template Module: Change Management Module Six Sigma charts For selected KPIs you have the ability to create Six Sigma control charts or histograms. This functionality helps you reduce defects in your processes Comprehensive Dashboards A typical Metricus Dashboard Template that provides a comprehensive picture on your current IT performance and historical information. These two elements together allow you to take adequate decisions for the future

28. Template Module: Green IT Green IT Measure the carbon footprint of IT and work towards a better performing and greener IT organization

29. Other Metricus Products • Metricus Partners use Metricus as part of their consulting approach to the market, use Metricus internally or create services around the use and adoption of Metricus Use Metricus Enterprise SaaS as an integrated component of their implementation approach. Use all the knowledge and support from Metricus to improve customer IT processes and activities Metricus for consultants Resell Metricus Modules and customized Metricus Enterprise SaaS and provide implementation services helping customers use and implement Metricus Metricus for reselling partners Use Metricus Enterprise SaaS to create internal transparency over complex IT processes. Provide their customers with an insight into service provider performance Metricus for Managed Service Providers

30. www.metricus.com for more information visit