FAQ

General

Q: After going through this demonstration, I would like to see more of Metricus. Is that possible?
A: Absolutely. We created a Metricus demonstration environment specifically to enable you to test-drive Metricus. Please contact a Metricus Authorized Partner or ITpreneurs at info@metricus.com.

Q: Can you give me some specifics on measuring IT service performance?
A: IT service performance can be measured in terms of three specific areas — internal service, external customer service, and third-party service. In other words, Metricus uses exact calculations to measure how well IT and IT assets are delivering service internally to the organization, externally to the organization’s customers, and how well your own IT vendors are delivering service to you.

Q: What’s required to deploy Metricus?
A: In terms of hardware and software, nothing. Metricus is a highly secure Web-based solution, aware of today’s need to access critical applications from any location with an Internet connection. Additional professional services identify the key performance indicators of your organization and populate Metricus with the right data to measure the indicators.

Q: Do I have to buy an expensive license?
A: No. Metricus uses the cost-effective Software as a Service (SaaS) model. You simply “pay as you go,” with a monthly subscription fee and per-user licenses.

Q: If I subscribe to Metricus, what do I “get”?
A: Subscribing to Metricus provides you with access to a dedicated Metricus environment for your organization. You will have access to Metricus IT Performance Measurement Metadata (all the metrics and associated metadata), Metricus Business Intelligence (scorecards, dashboards, and presentation views), and Metricus Data Management (data collection and its transformation into information). In addition, Metricus support specialists are available to help you when specific guidance is required.

Metrics Library

Q: There are so many metrics out there already; what’s new with Metricus?
A: Best practices, such as COBIT® and IT Infrastructure Library (ITIL®), provide many sample metrics. Libraries that provide free metric listings are also available. These metric listings often provide a good start when organizations start thinking about IT performance measurement; however, they also have limitations. Guidance on using and selecting metrics, defining data sources, and the cost of metrics is often missing. Metricus IT Performance Measurement Metadata provides this information along with concrete metric definitions, collection costs, metric relationships, and much more.

Business Intelligence

Q: All I can see from the demo environment is scorecards and dashboards. Are there any report templates and how does one access them?

A: The whole concept of a ”report” has changed over the years. Within Metricus, a report can be defined as supporting information for a metric. This could be an analytic chart or grid provided by Metricus, a strategy map created in Visio, a traditional formatted report created in SQL Server Reporting Services, a highly interactive graphical view, a link to an external URL, a link through to the source system, and so on.

About the Data

Q: How do you get data to populate Metricus?
A: Metricus provides the following three options to populate data:
• Extracting the most relevant and valuable data from what you’ve already invested in — your IT service management solutions
• Identifying qualitative sources of information that lead to astute decision making and manually entering this information
• Using file transfers, where information is first uploaded to a staging environment and then integrated with Metricus
Metricus provides knowledge and connectors to simply tap into your organizational data and tools. Authorized Metricus partners are ready to assist with this effort as well and are skilled and trained to do this.

Q: Our organization’s security policies do not allow us to move data outside our premises. Is there something you can do about that?
A: Yes, the Metricus Enterprise edition caters to this. This edition can be deployed and managed within your organization or hosted on a dedicated server managed by us.

Q: How exactly do you extract data from our IT Service Management (ITSM) solutions?
A: Metricus Data Management takes care of this. The Metricus data architecture is driven by standard definitions provided by IT Performance Metrics Metadata (metrics). Standard definitions are supported by datasets (defining what we need). These standard datasets are populated through pre-build data- extraction scripts and connectors (tapping into ITSM suites).

Software as a Service (SaaS)

Q: Why did you choose SaaS over traditional software deployment?
A: By providing Metricus as a SaaS offering, we are making Business Intelligence finally accessible to the IT best-practice community. IT organizations can benefit from a robust IT performance measurement solution that is fully managed, maintained, continuously evolving, and affordable. With an annual cost that is less than that of a full-time resource and below complex RFP thresholds, Metricus provides you with high-quality insight into the health of IT.