Yale Information Technology Services (ITS) use Metricus for ServiceNow to provide ITSM process scorecards for ServiceNow.
Scorecards are available for Incident Management, Change Management, Request Management, Problem Management and Knowledge Management. Metrics are available by multiple hierarchies including business service, service owner and client division/department/organisation. ServiceNow data within Metricus is also used to populate other Yale ITS dashboards through direct extracts from Metricus.
Solution: Metricus Enterprise