Frequently asked questions

There are two versions of Metricus, Metricus Light and Metricus Enterprise. What is the difference between the two?

Metricus Light provides standardized but comprehensive solutions for specific IT process domains. With Metricus Light, you get everything that is required for one or two IT processes or functions for an IT team or department. Organizations select processes and metrics that meet their specific needs. Metricus Light allows for starting small and with time, obtaining increased skills in your measuring activities.

How many metrics (KPIs) are included in Metricus, and how do I benefit from this KPI library?

There are over 600 IT Performance Metrics (IT KPIs) in Metricus. Each KPI includes a specific definition and information on how to use the KPI. Additional information for every metric includes an effort-to-insight ratio, data-collection tips, extraction possibilities, mapping to IT best practices, linkage to IT Balanced Scorecards, and much more.

Can I add my own metrics when I use Metricus?

Yes, you can add your own KPIs. For every metric, you can specify the target, tolerance, data source information, and so on. If you want to, you can make this metric available to other Metricus users or keep it private to your own Metricus workspace.

What reporting possibilities are available?

Metricus provides a range of reporting functionalities. Reporting options include dynamic reports, static reports, visual scorecards, Six-Sigma charts, and color-coded Dashboards. Metricus is built on Microsoft Business Intelligence and, as a result, you can seamlessly export each report into Microsoft PowerPoint or Excel. Using the built-in ProClarity Analytics Server, you can also write your own reports and ensure that the reports are aligned with your specific needs.

What do users see in Metricus?

There are various user management features in Metricus and, as a result, you can fine-tune exactly what users see in Metricus. You can assign various Scorecards or Dashboards to particular users and restrict or provide access to different stakeholders in your organization.

Stakeholders have varying needs and some prefer to have more detailed views than others do. A CIO, for example, typically requires only a visual holistic Dashboard on customer satisfaction. Service Desk staff, on the other hand, would like very detailed call analysis information. In the end, you are using the same metrics but provide various viewing levels to different roles in your organization.

Why did you choose for SaaS  over traditional software deployment?

ITpreneurs conducted a research study in 2008/9 and discovered that the majority of organizations are struggling to understand what metrics they should use, lack the knowledge to conduct proper Performance Management, and do not have the in-house skills to execute it.
Using the SaaS model, Metricus overcomes these challenges and provides a fully managed and supported environment to customers — one that provides guidance on the use of metrics, in a way that requires minimal effort from the customers.

Note that Metricus is also available as an on-premise solution for organizations who prefer to maintain their applications in-house

Are different reports possible depending on user profile?

All objects within a Metricus Workspace (pages, Scorecards, metrics, Dashboards, and reports) are subject to user authentication. That is, each user or set of users can have their information requirements met with objects specific to their needs.

What is required to deploy Metricus?

In terms of hardware and software, nothing. Metricus is a highly secure Web-based solution, mindful of today’s need to access critical applications from any location with an Internet connection. Users have access using an Internet browser, and the entire Metricus Workspace can be configured through the Web. Data is uploaded via spreadsheets using FTP or entered manually in Metricus.

What does “Data Extraction Templates” mean?

This means that the transformation of organizational data to Metricus is very easy and does not require complex consulting projects or expensive connectors. You may simply have data from Metricus exported into Simple Data Templates and upload this data via FTP to Metricus.

Can you connect Metricus directly to my own databases and other data sources?

Yes, Metricus includes SQL extraction scripts that connect to all major IT service management tools, including BMC Remedy, HP ServiceCenter, CA Unicenter, IBM Tivoli, and many more.

Can I manually enter my information into Metricus?

Yes, every metric comes with the option for manual data entry. This option is typically used for the provision of qualitative metrics, such as COBIT Plan and Organize Metrics.

How do you “get” data in Metricus?

In three ways. First, by automatically extracting the most relevant and valuable data from what you’ve already invested in: your IT service management solutions. Second, by identifying qualitative sources of information that lead to astute decision-making and then manually entering this information. The third and the most favorable solution is through file transfer using “Data Extraction templates” where you extract data from your systems and tools into predefined templates and upload this to Metricus.

How do I buy Metricus?

If you are interested in subscribing to Metricus Light or Enterprise, simply register at www.metricus.com or contact one of the Authorized Metricus Partners. If you have specific requirements outside the scope of the existing modules or require guidance on setting up and configuring Metricus, we can connect you to an Authorized Metricus Partner.

Do I have to buy an expensive license?

No. Metricus uses the cost-effective “Software-as-a-Service” model. You simply “pay as you go” with a subscription fee and per user licenses.

Are there other pricing models available as well?

Yes. Metricus Enterprise is also available in the “On the Premise” edition. In this case, the pricing model is different and is based on a one-time fee and an annual software update fee.

For the monthly subscription fee, you are granted access to all components of Metricus:

• The extensive library of over 600 hundred metrics
• The reporting configuration that allows you to design the most relevant report and set up the preferred method to upload data
• Ability to create and configure IT performance scorecards, dashboards, and other types of reports
• User Management as well as multiple publishing and collaboration options

The pricing of Metricus is designed to reduce the effort that you are incurring now for collecting data/creating reports. While using Metricus, you will observe significant time and effort reduction that will lead to decreasing the costs of your organization.

I am using Metricus Light. What access do I have to Metricus support?

Every Metricus user benefits from dedicated support from the Metricus Support team. The Metricus Light version offers a standard support package with the option to upgrade this to Enhanced or Premium support .

I am using Metricus Enterprise SaaS. What access do I have to Metricus support?

You have access to the Enhanced Metricus support package, which includes:

• Response time: Same business day
• Annual health check
• Basic developer support

For an additional fee, you are able to sign up for Premium support, which additionally features:

• Assigned representative
• Data quality checks

Enhanced Support includes:

• Response time same business day
• Annual health check
• Basic Developer support

Premium Support includes:

• Response time same business day
• Annual health check
• Premium Developer support
• Assigned representative
• Data quality checks

What is the difference between the Metricus User Training and the Metricus Administrator Enablement Workshop?

The user Workshop is for those who play a role in the day-to-day use of Metricus for your organization. The Administrator Enablement Workshop is a more detailed workshop that also discusses the set-up and configuration of Metricus.

My organization has a number of different teams/departments. Can Metricus manage multiple entities or data sources?

This is a perfect example of how organizations use Metricus to establish clarity on the performance of various teams or departments (this is called Internal Benchmarking). Select Metricus processes and roll out a consistent set of metrics to your teams or departments. Using Metricus, you can see how your organization is performing overall, drill down into the details of various entities, learn from high-performing teams, and improve the performance of underperforming teams.

I am using a service management tool from one of the large tool providers. What value does Metricus bring me?

Service management tools are very good at supporting your IT operations but lack functionality and depth when it comes to the provision of understandable and quality Performance Management information that you can use for IT decision-making. Metricus uses the Microsoft Business Intelligence suite of products to provide you with advanced information analysis services that are easy to understand.

Service management dashboards are further limited to the data that is captured within the tool. Metricus combines data from your service management systems with data from other applications, such as telephony systems, project management tools, and Microsoft Excel, and presents this information using best-practice and industry-accepted metrics/KPIs.

After reading the Web site, I would like to do more and actually test-drive Metricus. Is that possible?

Absolutely. Simply ask for access to a live Metricus environment and test-drive it. The demonstration environment uses dummy data and provides various Dashboard, Reporting, and Scorecard examples. A second step is the same environment but then based on your own data. This is called a Free Trial, and the only effort from your side for this is the provision of a data file or existing Excel-based report that you currently use. Contact the Metricus team or an Authorized Partner for more information.

Do I need help from consultants to get the most out of Metricus?

That depends on your organizational maturity with respect to IT processes, ITSM implementations, tools, and personnel. When you sign up for Metricus Modules, you have access to support from Metricus Experts to help you configure and set up your Metricus Workspace. If you have very specific requirements, you will most likely benefit from support from Authorized Metricus Partners.

These are organizations specialized in the implementation and adoption of Metricus. These organizations can help you identify data sources, select metrics relevant to you, configure Scorecards and reports, and transform your data into decision-making information.

There are so many metric lists out there already, why do I need Metricus?

Best practices like IT Governance and ITIL provide a lot of sample metrics. There are libraries available as well that provide free metric/KPI lists. These metric listings often provide a good start when organizations start thinking about IT Performance Management; however, they also have their shortcomings. Guidance on the use of metrics, best-practice definitions, understanding data sources, and the cost related to the implementation of the metrics is often missing. Metricus provides this level of knowledge for every metric included in the library. An advanced Business Intelligence environment presents a holistic view of your IT performance through scorecards, dashboards, and reports. Metricus helps you mature your IT Performance Management initiative and includes everything you need to make that happen.