| Request Fulfillment Management Module |
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Metricus provides KPIs for the Request Fulfillment Management process that are easy to understand and practical to use. Using the 'meta information' that is available for every KPI, you can select only the Service Request KPIs that are relevant to your organization, or even add your own KPIs. Metricus makes use of Microsoft Business Intelligence capabilities that allows you to analyze information, run reports, and make predictions based on past performance. Metricus is the measurement component of your ITIL Request Fulfillment Process, and allows you to take control over the process and take decisions based on accurate and reliable IT KPIs. |
Measure, Manage and Improve the IT Performance of your Request Fulfillment Management Process
The Metricus Request Fulfillment Management Process provides you with everything that you need to assess if you are meeting your performance goals in your organization. Metricus provides you with powerful KPIs that are relevant to your business, and all the information you require to effectively start using these KPIs. Dashboards and Reporting capabilities help you understand if you are meeting your goals, and you can use Trend indicators, and cause and effect diagrams to take decisions that will make your ITIL process perform better in the future.
Metricus - Request Fulfillment Management Module Snapshot
This picture provides you with an overview of the Metricus Request Fulfillment Module in combination with the ITIL Service Desk Module.
The ITIL Request Fulfillment Management Module includes 25 KPIs that help you take control over your Service Requests.
All Metrics / KPIs are created by industry experts and consultants working within ITpreneurs' ecosystem. What this means for you? It means that the KPIs available in the Module are SMART: specific, measurable, achievable, result oriented and time-bound.
The following IT KPIs are included in the Request Fulfillment Management Module:
| Service Requests Created | Percentage Service Requests Resolved within Target |
| Average Service Request Create to Resolve Duration | Percentage Service Requests Auto Generated |
| Percentage Service Requests Caused by Changes | Percentage Service Requests Caused by Data Integrity Issues |
| Percentage Service Requests Caused by Virus | Percentage Service Requests Dispatched |
| Percentage Service Requests Linked to Lack of Training | Percentage Service Requests Received by Email |
| Percentage Service Requests Received by Telephone | Percentage Service Requests Resolved by First Level Support |
| Average Service Request Resolve to Close Duration | Average Service Request Cost |
| Percentage of Calls converted to Service Requests | Percentage of Service Requests Resolved on Initial Contact |
| Percentage of Service Requests Resolved by Second Level Support | Percentage of Service Requests Resolved by Third Level Support |
| Percentage of Service Requests Resolved by Knowledge Base | Percentage of Service Requests Escalated |
| Percentage of Service Requests Misrouted | Percentage of Service Requests Reopened |
| Percentage of Service Requests Void | Percentage of Service Requests requiring Onsite Support |
| Percentage of Duplicate Service Requests |
Know exactly how your Service Request process is performing, and use historical data to influence your decisions for the future
The ITIL Request Fulfillment Management Module equips you with highly visual Dashboards that help you understand, at any point in time, how your process and activities are performing. Use visual graphs, gauges and levers to inform IT management on the performance of your Service Request KPIs, and deploy interactive scorecards, detailed reports and analysis capabilities to those who manage this ITIL process and Service Request metrics on a daily basis.
Metricus - Request Fulfillment Management Dashboard
Using dials you can view your current Request Fulfillment process performance at any point in time. Is your Service Request handling process healthy, are you managing all service requests within SLA conditions, will you meet your defined targets, and more. Dials provide you a snapshot of the here and now.
Metricus - Request Fulfillment Management Scorecard
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This is an example of a Request Fulfillment Scorecard. You immediately see how individual KPIs are performing against predetermined goals and can further assess if the performance of these KPIs is improving or degrading.
Metricus - Request Fulfillment Management Graph
This is an example of a dynamic graph that shows the number of Service Requests that were created per day. If you prefer other views or add another level of depth, for example by adding 'service request per category' as an extra layer to the graph, which is possible at the click of a button. When you are ready and have created an optimal chart, using Metricus you can simply take the next step and export your results to PPT or XLS.
In detail, these are the Dashboard components that you can make use of:
| Gauges | If you require a holistic Request Fulfillment Management Dashboard that tells you at the blink of an eye what your process performance looks like: dials or a gauge is what you need. |
| Scorecard | A Scorecard provides 'point-in-time' information and allows you to assess your current performance against predetermined targets. Traffic light symbols help you to quickly understand where you stand today for every KPI in your Module |
| Trend Graph | Trending graphs allow you to monitor the performance of KPIs over a period of time. A visual representation of the performance of your KPI is depicted in a graph along with the target or benchmark that you identified. Filtering and Sorting options are available, allowing you to set the time interval for your analysis |
| Report Writer | Every Module comes with a powerful report writer that allows you to create, manage and maintain your own reports. You can compare KPIs, drill down into the data, switch between bar chart, pie chart, and so on. |
| Six Sigma Charts | For selected KPIs within your Module, Six Sigma Histogram or Six Sigma Control Charts are available. These charts show you where your process is not performing optimally yet and where you can further enhance your performance |
| Dynamic charts | Dynamic charts are typically used alongside Trend Graphs in a Dashboard. Trending information visualizes performance over a period of time, dynamic charts allow you to dig into the information and assess various angles of your data. You can for example view the number of service requests per day, service requests per category, per type, per ID, per user, and so on. |
| Cause and Effect | Cause and Effect Diagrams help you understand the impact of one KPI on another KPI. Metricus provides a full set of cause and effect diagrams for the Request Fulfillment Management Process. Using Microsoft Visio, you can modify these diagrams, and add your own objects to the diagrams and link Visio objects to KPIs |
Service Desk tools and Service Management solutions capture all sorts of information related to Service Requests. Metricus converts this into decision making information.
When you reached this far, the next step is to do something with the information you have and drive IT improvement initiatives, more optimally deploy resources, or enhance your process. Metricus equips you with the tools to do this and allows you to initiate and track improvement projects, set up and manage discussion boards, manage and monitor issues and more.
| Discussion Board | Provide notes and comments, share your analysis of the performance of the Request Fulfillment Management Process with users and internal stakeholders. |
| 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 | User profile management, messaging, alert setting, and so on. |
| Documents | The Document Library allows you to store relevant documentation, process information and other knowledge that is relevant to the management of your Request Fulfillment Management Process. |
Metricus - Request Fulfillment Management Communication
This is an example of the collaboration features that you can configure and use to manage and optimize your process.
Metricus provides a range of tools and capabilities to manage your Request Fulfillment Management process allowing you to take an enormous leap forward in your IT Performance Management process
The knowledge provided by Metricus forms a starting point for your activities and help you take an giant leap forward from where you are today. The Module Management section enables you to customize KPI settings (KPI definition, usage information, underlying calculation, and so on), create and modify Dashboards and manage / maintain your Metricus Environment. This is the Engine Room for Metricus, and Metricus is designed in such a way that it does not require code experts to take care of it.
| 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, allowing you to add compartments for every single department in your organization |
| 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 Request Fulfillment Management Module. This includes the option to change the title, adjust the definition, manage the underlying calculation stepts, set the targets, and so on.
Data Management is not complex and garbage in = garbage out
Metricus offers three methods to transfer data from your systems and tools into your secure Metricus Environment. If your tool developers, or database administrators can extract data from your tool into XLS, you are safe, and this is as complex as it gets. Our support experts will have a first look at your data to check if the quality is good, after this check, we will provide you with a secured FTP location and you can upload new data as often as you want.
If you prefer a more 'real time' look at your Request Fulfillment Management KPIs we suggest to adopt a set of connectors (SQL extraction scripts) that tap automatically into your databases. Lastly, if data resides inside people's heads or in emails or other documents, manual data entry applies. The latter is not very common for Request Fulfillment Management though.
| Secure FTP Transfer | The Metricus Request Fulfillment Management Module provides templates that help you understand what data is relevant for the KPIs in this Module. Publish data from your Service Management Tool into these Templates and simply upload this via FTP to Metricus. |
| Automatic Transfer | Involves extracting data automatically from an operational data source and publishing this directly into Metricus. Metricus has a library of connectors that tap into 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 Request Fulfillment Management data provision as data typically resides within a database and the quantity of data points can be significant |
Data Configuration is included within the initial set-up process for Metricus Modules. If you require more support, you can purchase support packages, or we can connect you with a Metricus Specialist in your area who can help you manage this process.
