| Incident Management Module |
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ITIL Incident Management typically is amongst the first processes that are implemented by organizations that are adopting ITIL. Service Management tools provide basic Incident Management reporting but lack best practice KPIs and sophisticated information analysis capabilities. Metricus presents best practice KPIs that are relevant to your business and tells you exactly what the health of your Incident Management Process is. Use Metricus to assess gaps and work towards optimal IT operations. |
Improve your Incident Management Process instantly
The Metricus Incident Management Module tells you exactly how your Incident Management Process is performing and what the areas for improvement are. You can see where most of the incidents are coming from, how fast they are resolved, and proactively manage the entire process. Use industry accepted IT KPIs, visual dashboard, and Metricus Scenario Planning tools to get control over your Incident Management process now and in the future.
Metricus - Incident Management Module Snapshot
This image provides an overview of the Metricus Incident Management Module in Metricus
The ITIL Incident Management Module includes approximately 25 KPIs that are relevant to measuring the performance of your Incident Management Process.
The following table indicates the KPIs that are included in the Module. For every KPI in Metricus information is available that helps you make the best use of these KPIs. This information for example includes: KPI definition, calculation method, KPI to KPI linkage information, how to use the KPI in a Scorecard, where to find the data, and so on.
The following KPIs are included in the ITIL Incident Management Module:
| % Duplicate Incidents | % Incidents Auto Generated |
| % Incidents Caused by Changes | % Incidents Caused by CMDB Issues |
| % Incidents Causing Changes | % Incidents Created by 2nd level |
| % Incidents Created by 3rd Level | % Incidents Dispatched |
| % Incidents Escalated | % Incidents Linked to Problems |
| % Incidents linked to Testing Errors | % Incidents Misrouted |
| % Incidents Caused by Data Integrity Issues | % Incidents Caused by Virus |
| % Changes Audited with Errors | % Changes Causing Incidents |
| Avg Incident Create to Resolve Duration | Avg Incident Resolve to Close Duration |
| % Incidents Linked to Lack of Training | Incidents Created |
| % Incidents Received by Email | % Incidents Received by Phone |
| % Incidents Resolved by 1st Level | |
Click here to view an example of a detailed KPI report card that includes all Metric Tags
The Incident Management Dashboard provides IT Managers, IT Process Managers and Service Managers a proper insight into the performance of your Incident Management process.
The Dashboard tells you how your process is performing against predefined targets, how the process is performing over a period of time and how individual KPIs are behaving. Note that the Dashboard component below is a template that you can modify according to your own requirements. This means that you only select the KPIs that are relevant to you, and remove the others, or even add your own KPIs to the Dashboard.
| Dashboards | Metricus aggregates information from various sources (such as: Unicenter, OpenView, Service Manager, Tivoli, Remedy) and provides you with a unique view to the performance of your processes. Dashboards include point-in-time scorecards, various graphs or tables as well as metric trending information |
| Report Writer | The Metricus Incident Management Module includes a powerful report writer that you can use to create your own reports. Think of any type of report, static or dynamic, and the report writer allows you to create it. You can combine KPIs, define date ranges, select various display options, and much more. |
| Six Sigma Charts | For selected KPIs within your Module you can view a Six Sigma Histogram or Six Sigma Control Charts. These reports tell you your sigma, and allow you to work towards near optimal process efficiency |
Metricus - Incident Management Dashboard
Click here to view a larger picture of this Dashboard
This is an example of one of the components of the Incident Management Dashboard. The Scorecard gives you the 'here and now' view to the health of Incident Management. How are you doing now compared to your defined targets. Are you on track, slightly off track, or completely off track? Colored indicators visualize this for you giving you an easy and understandable view to your IT health. If you would like to see more information you can click on an individual KPI to view detailed information, compare performance over a period of time, and so on.
Metricus - Incident Management Report Writer
Click here to view a larger picture of this Report
The Metricus Report Writer allows you to basically create any type of report, graph or table that you require. Use the Report Writer to slice/dice information and then export it to your favorite program such as Excel or PowerPoint.
To effectively manage and improve the performance of your Incident Management process you require tools that allow you to initiate and track improvement activities.
The Metricus Module for Incident Management is equipped with these tools allowing you to initiate and track actions, report and communicate issues and assign tasks and projects to Metricus users.
| Discussion Board | Provide notes and comments with specific Dashboards, and share your analysis of your current performance with your CIO. The Discussion Board allows you to add context to lines, bars and charts and makes them more meaningful. |
| Issues | Track issues and define projects around the resolution of these issues. Metricus provides features for issue tracking as well as robust project management capabilities |
| Contacts | Manage your Metricus user profiles and manage user rights |
| Documents | The Document Library allows you to store relevant documentation, process information and other knowledge that is relevant to the management of your Incident Management Process. |
Metricus - Incident Management Collaboration
This is an example of the collaboration features that you can configure and use to manage and optimize your process.
The Metricus Engine room enables you to customize and manage your Metricus Environment.
Use these features to manage KPI settings (target, tolerance, calculation steps, etc.), create or update Dashboards or to manage user profiles and access rights.
| Metrics Management | Allows you to manage your data from and to Metricus. Use Metrics Managements to change KPI settings, process data or manually update or enter / update data within Metricus. Finally, using Metrics Management you can also create various hierarchies within your data |
| Dashboard Designer | The Metricus Dashboard designer is a powerful engine that allows you to create various types of dashboards that are relevant for your organization. The dashboard designer allows you to create metric relationships, drag and drop KPIs into a dashboard and create various types of graphs and charts. Once you are done designing your dashboards, you can |
| User Management | Allows you to manage the stakeholders in your organization who have access to Metricus. This include the ability to assign individual dashboards and reports to specific users ensuring that everyone has adequate access levels. |
Metricus - Metric Management
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You can customize the settings for every KPI in the Incident Management Module. This includes the option to change the title, adjust the definition, manage the underlying calculation stepts, set the targets, and so on.
The data that is required for measuring the health of your Incident Management process typically resides within the Service Management tool(s) that you are using
Ask your developers or process managers for an extract of this data based on the templates that we provide and use this to populate KPIs in Metricus. When you purchase Metricus, support is included to help you set the required processes up. Metricus Support Specialists will work with your team to ensure this is executed smoothly.
The following three options are available for data extraction:
| FTP Transfer | Download the template from the link below, export data from your Service Management tool into this Excel Sheet and upload the data on a set frequency to Metricus. This process can be fully automated. FTP access does not require us to access your systems or work behind your firewall. It is a secure, flexible and preferred method to populate Metricus with data. |
| Automatic Transfer | Involves extracting data automatically from an operational data source directly into Metricus. Metricus includes SQL extraction scripts for all major ITSM tools, including Unicenter, Service Center, Tivoli, Remedy, and more. |
| Manual Entry | Involves manually entering actual values for metrics on a periodic basis. This method is not appropriate for Incident Management data provision as data typically resides within a database and the quantity of data points can be significant |
Download the Incident Management Data Template from this link
