Case Study: Global service provider uses Metricus to share performance reporting information with their customer

NIIT Technologies is a Global IT solutions organization, with its footprint spanning North America, Europe, Asia and Australia. Ranking among India’s Top 20 IT services players, the company offers a variety of services in the areas of Application Development Management and Enterprise Solutions, encompassing Managed Services and Business Process Outsourcing.

NIIT manages IT services, systems and applications for customers in Asia. As part of providing these services they have to regularly inform their customers on the achievement of the service levels. Traditionally reporting was managed in excel and copies were printed for distribution to the customers.

In an initiative to reduce the carbon footprint, decisions were taken at NIIT to move towards web-based reporting solutions and reduce the amount of printed copies.

Metricus was identified as a solution of choice for transferring the reporting process online. NIIT’s reporting was well designed and, using the flexibility of Metricus, NIIT went through a quick and simple process of aligning their current procedures within Metricus.

Instead of printing their reports and sending them out to customers, the IT reporting professionals uploaded their Excel sheets into Metricus and granted their customers access to these reports. Rather than just viewing paper based reports, the customers now can also analyze their information online and view various types of levels of reports.

The main benefits of switching from traditional reporting system to Metricus at NIIT include:

• Information provision is fully managed in a web-based environment reducing the carbon footprint of the organization;
• Information travels much faster within the organization now, as reports are available on-demand and accessible to everyone who requires access to the information;
• The customer required different levels of reports to be available to different profiles in the organization. Metricus allows for this as it provides full business intelligence capabilities to those who need it. Metricus offers quick view dashboards to the upper management while giving the technical teams access to reports that lets them drill down to the raw data;
• Along with moving into Green IT, NIIT made use of their Metricus portal to also measure System Performance, including SAP, and benchmark network response time in various departments;