Objectives of quality measurement Classification of software quality metrics Process metrics
Metrics and Quality Assurance
26
Metrics and Quality Assurance Metricus Tool for IT Performance Measurement
description
Metrics and Quality Assurance. Metricus Tool for IT Performance Measurement. Metrics?. What do we struggle to do?. Create or modify reports easily from Service Now data Combine several different ways to look at data or visualize data in an interactive and useful way - PowerPoint PPT Presentation
Transcript of Metrics and Quality Assurance
Metrics and Quality Assurance
Metricus Tool for IT Performance Measurement
Metrics?
What do we struggle to do?
• Create or modify reports easily from Service Now data
• Combine several different ways to look at data or visualize data in an interactive and useful way
• See relationships or perform comparisons to look for ways to improve performance
What Story Are We Trying To Tell?
Metrics, KPI’s and Reports add value by answering the following 3 questions:
1. How is my service or process performing?2. How do I know?3. Where do I need to improve?
Strategic
Performance
Critical Success
Factor (CSF)
Critical to Performance Correlation (CPC)
Key
Performance Indicator (KPI)
Metric
Executive Management
Process/ServiceManagement
Process/ServiceOwnershipIm
pact
Strategic
Tactical
ScorecardsMetricus
DashboardsMetricus
ServiceNow
ITSM Coach
CSI
Goal alignment and reporting integration are essential
Where does Metricus fit in?
How am I doing?
• Two type of visualizations– Dashboards – how am I doing NOW
– Scorecards – how have I done over time and against performance targets
How do I know?
• Determine what to measure– Identify KPI’s that relate directly to customer
satisfaction– Identify operational KPI’s that are correlated with
customer satisfaction and operational excellence
Where do I need to improve?
• Using tools to create scorecards and dashboards to monitor performance– Review reports that show overall performance
trends and look at overall performance scores at a high level
– Drill down using the capabilities of each tool (Metricus, ITSMCoach, ServiceNow) to look at progressively finer detail
– Develop an action plan for improvement(s) based on what you reveal in the drill down
What is Metricus?
• BI and ETL tool • Cloud-based • Provides simpler reporting from ServiceNow
or other data sources• Performance measurement• Dashboards and scorecards• Library of KPIs and metrics
Metricus Architecture
What can it help me do?
• Create custom dashboards, reports, analytics and scorecards
• Produce consolidated views for functional areas such as the Service Desk
• Produce high-level executive views• Drill-down into the data to reveal more detail• Create custom KPIs and metrics• Produce reports that can be scheduled to run
at intervals and delivered through email or exported files
If I want it, how do I get it?
• Access to the Metricus application and analytics is through a web browser
• Access to the reporting and some scorecards are dependent on Microsoft BI reporting tools
• Licensed users are currently restricted to department directors but we have just added licenses to expand
• Reports can be sent to anyone and don’t require licensed access
How do I get help with it?
• MQAD will be conducting training• Metricus KB will be developed• Custom reports and dashboard construction
can be obtained by service request to MQAD• Metricus knowledge sharing through a group
or website
Metricus Query – Comparison
Metricus Query - Trends
Metricus Dashboard
Metricus Dashboard
Metricus Dashboard
Metricus Dashboard
Metricus Dashboard
Metricus Dashboard
Metricus Dashboard
Metricus Dashboard
Metricus - Scorecards
Questions?
