Consulting. 1 1 Consulting Sources: Peter Block. Consulting.
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Metricus
Metricusfor Consultants
Clarity on the performance of IT3 x nominated for ITSMF Innovation
Award
Slide 2Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Agenda
Metricus for consulting organizations
Partner Benefits
What is next?
Metricus information
Slide 3Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
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.
Slide 4Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
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:
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:
Slide 5Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
IT Performance Management – 2008/9
Only 6% of IT managers have access to efficiently produced IT performance information.
Source: ‘Trends in IT Performance Management’, 2008/9, ITpreneurs.Survey and interviews amongst 99 IT executives and consultants in five continents
+ Collecting data from various sources + Converting data into logical numbers + Building complex Excel sheets= Highly Ineffective
Slide 6Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Metricus: measure, manage, improve IT performance
Best Practice Metrics that make sense to the
business
Scorecards and performance
analysis to measure outcomes
Measure Manage Improve
Trending information and benchmarking for
informed decision making
SaaS Metricus IT Performance Management Framework
ITIL v3 continual service improvement /
Built on
Slide 7Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Agenda
Metricus Consulting Organizations
Partner Benefits
What is next?
Metricus information
Slide 8Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Metricus for Consultants
Characteristics Improvement possibilities Examples
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)
How do consultants manage this process right now for their customers
Slide 9Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Characteristics Improvement possibilities Examples
Metricus Consulting Partners
•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.
• 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
• Benchmarking possibilities: aggregate data from customers to provide benchmarking services
• Well supported: advanced reports, data analysis, KPI creation, and other support is available in the background
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:
Slide 10Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Metricus Consulting Partners
Characteristics Improvement Possibilities Examples
I have no idea what to measure and I do not know how to measure
• 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
Achieve rapid results Build transparency
Can you give me an insight into my IT performance
• 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
Benchmark!
How am I performing against a set of industry peers
• 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
Slide 11Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Metricus: embed Metricus knowledge in your consulting offering
Use Metricus KPIs and Metricus Knowledge to strengthen your consulting offering to your customers
Consider:
CIO Dashboard IT health
scorecard Unique and
custom KPIs ISO/IEC 20000
implementation Specific
reporting needs
Customer A
Metricus KPIs
Customer Dashboard
Your own KPIs
Workspace
Customer B
Incident management
Dashboard
Custom Report
Your own Dashboards
Workspace
Six Sigma Chart
Customer C
IT health dashboard
SLA report
Workspace
Cause and Effect
Diagram
600 KPIs, Metric Tags, usage information
Scorecard, Dashboard,Information Analysis
User Management, Collaboration and Communication
Your own KPIs
Metricus Workspace(s)
Met
ricu
s IT
Per
form
ance
Man
agem
ent
Slide 12Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Characteristics of Metricus for Consulting Organizations
Scripts, templates, and SQL scripts for data included
End-user training via online conferences or face to face
No minimum number of users
Metricus includes all the knowledge you require, and you can even add your own KPIs
Globally accessible, browser based, fully managed
Conceptualize new services around Metricus
8-hours dedicated Metricus support per month included
Create a workspace for every customer and even provide customers with their own dashboard and reports
Slide 13Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Agenda
Metricus Consulting Organizations
Partner Benefits
What is next?
Metricus information
Slide 14Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
The Metricus partner program enables partners to integrate Metricus in their consulting approach
Modules for ITIL
Green IT
Modules for COBIT
Cost-Control
Best practice Knowledge included Globally accessible
Flexible “10 minute” deployment Customer Enablement
Customer Branding Customer Training /
Coaching Access to
benchmarking data
Simple data upload
Access per user
Fully managed environment
Browser based
Your Metricus portal
Multi-customer deployment
Your own metrics
And 20 more modules
Slide 15Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Consulting Partner Benefits
Flexible solution
Up and running quickly
Tailor to customer specific requirements
Fully managed online
Create a dashboard for every customer
Create internal transparency
Customer Enablement
Customer Training and Coaching available
Globally accessible, browser based
Customer can log in and view their IT performance
Well supported
Support in designing the environment
Build to release support
Documentation and marketing material available
Webinars, events, global branding
Best practice knowledge
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
Top line growth
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
Slide 16Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Agenda
Metricus for Consulting Partners
Partner Benefits
What is next?
Metricus information
Slide 17Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Next steps
A three step approach to achieve maximum success
1. 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 2. 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
3. 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
Slide 18Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Create dynamic Visio charts and link this to KPIs
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
Use Visio to create diagrams and objects
Link objects to KPIs in MetricusAnd create highly visual cause and effect diagrams and other visual dashbboards
Slide 19Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
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
Slide 20Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Create new KPIs that are special to a customer
Create KPIsCreate new KPIs for your customers, or modify some of the existing KPIs.
Add data Manually enter data, or upload data via an Excel template
Slide 21Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
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
Slide 22Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Or advanced reports with dynamic analysis capabilities
Decomposition treeNot just analyze static information but be able to really drill down into the details whenever you need to
Trending analysisCompare KPI performance over a period of
time, not in the here and now
Slide 23Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Some other features of Metricus
Easy Data TemplatesEvery 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
Define your reporting structureThis allows you to define your reporting structure. Do you want to report per department, geography or team?
Initiate actions or projectsAssign tasks to users, initiate projects or provide comments to reports
Manage access rightsAssign dashboards to users and manage who sees what
Slide 24Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Template Module: Incident Management
CollaborateProvide comments with graphs, manage issues and documents
IT KPIs – 25 practical, pragmatic, usable KPIs
TrendingTrending information to analyze KPIs in detail
SettingsManage definition, set target, tolerance, data criteria
Slide 25Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Template Module: Desk Module
Drill down into the detailsBenchmark different service desk sites across the world and drill down into the details of available data
IT KPIs – 25 practical, pragmatic, usable KPIs for managing your service desk operations across the world
DashboardsCall handling information, information on Service Requests and Incidents
Slide 26Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
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.
Analyze to the greatest extent possible Dynamic charts allow you to analyze data and create charts that are most relevant to you
Add your own KPIs
Simply add your own KPIs or modify KPIs to the Module and publish them to a dashboard
Slide 27Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Template Module: Change Management Module
Comprehensive DashboardsA 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
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
Slide 28Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Template Module: Green IT
Green ITMeasure the carbon footprint of IT and work towards a better performing and greener IT organization
Slide 29Copyright © 2008, ITpreneurs Nederland B.V. All rights reserved.
Metricus Partner Program
Other Metricus Products
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 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
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
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
www.metricus.comfor more information visit