metricus service provider presentation clarity on the performance of it 3 x nominated for itsmf...

Metricus

MetricusService Provider Presentation

Clarity on the performance of IT3 x nominated for ITSMF Innovation

Award

Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved.

Metricus Partner Program

Agenda

Metricus for service providers

Partner Benefits

What is next?

Metricus information



Innovation Award Nomination for Metricus

Metricus has been acknowledged for breaking new ground on IT performance management and is nominated for the ITSMF Innovation Award by three independent juries.



IT Performance Management - 2003

CXO Systems surveyed 1400 CIOs in 2003. Key findings included:

“..most IT executives spend more than a day per week gathering information..”

The frequency with which CIOs gather information related to different functions does not correlate well with the importance of those functions.”

The majority of information is received via multiple channels and needs to be collated bottom up. The following graph is an excerpt from the report:

CXO Systems surveyed 1400 CIOs in 2003. Key findings included:

“..most IT executives spend more than a day per week gathering information..”

The frequency with which CIOs gather information related to different functions does not correlate well with the importance of those functions.”

The majority of information is received via multiple channels and needs to be collated bottom up. The following graph is an excerpt from the report:



IT Performance Management – 2008/9

Only 6% of IT managers have access to efficiently produced IT performance information.

Source: ‘Trends in IT Performance Management’, 2008/9, ITpreneurs.Survey and interviews amongst 99 IT executives and consultants in five continents

+ Collecting data from various sources + Converting data into logical numbers + Building complex Excel sheets= Highly Ineffective



Metricus: measure, manage, improve IT performance

Best Practice Metrics that make sense to the

business

Scorecards and performance

analysis to measure outcomes

Measure Manage Improve

Trending information and benchmarking for

informed decision making

SaaS Metricus IT Performance Management Framework

ITIL v3 continual service improvement / COBIT Goal to KGI to Outcome Measures

Built on



Metricus: monitor and report on your IT performance to your customers

Use Metricus KPIs and Dashboards to show every single customer how you manage their IT systems and applications in line with agreed SLAs.



Characteristics of Metricus for Service Providers

Scripts, templates, and SQL scripts for data included

End-user training via online conferences or face to face

No minimum number of users

Metricus includes all the knowledge you require, and you can even add your own KPIs

Globally accessible, browser based, fully managed

Conceptualize new services around Metricus

8-hours dedicated Metricus support per month included

Create a workspace for every customer and even provide customers with their own dashboard and reports



Agenda

Metricus Service Providers

Partner Benefits

What is next?




Service Providers

Characteristics What does this mean Examples

Service providers manage IT services for their customers on a day to day basis and report on their performance to customers

•Provide a range of IT services to customers that were previously managed by the customer•Continuously have to inform their customers about progress and performance as customers like to keep being informed•Are managing a complex internal organization, often with a wide range of applications, services, data centers, etc.

• Service Providers use Metricus to report to customers on the performance of managed services

• Service providers use Metricus to create transparency on complex internal processes in order to achieve resource optimization

• Metricus allows service providers to log in to their own dashboard and assess how their IT processes are performing

Metricus delivers information on the performance of IT services, the conformance to SLA requirements, and allows service providers to create customer dashboards for every customer



Service Providers


Def

ine

outs

ourc

ing

cont

ract

Cre

ate

tran

spar

ency

Sha

re k

now

ledg

e

Rep

ort o

n pe

rfor

man

ce

Implementation Lifecycle

Drive Improvements

Show improvement areas in customer processes and recommend improvement initiatives

Share information

Grant access to Metricus for the customer creating transparency across the board

Report on Performance

Populate KPIs and show the customer how well you are managing their IT services

Define KPIs at contract stage

Metricus KPIs are identified in the contract stage already ensuring everyone agrees to reporting conditions

Create transparency

Design scorecards and dashboards to monitor compliance with SLAs

Driv

e Im

prov

emen

ts



Service Providers


Poor communicationIn this outsourced relationship the dialog between customer and supplier is poor and the customer feels that the supplier does a poor job of reporting on IT performance.

Using Metricus the service provider now provide a monthly dashboard to the customer with performance information based on Metricus KPIs.

Complex Internal ITThis Managed Service Provider operates complex internal processes as they are supporting many diverse customer platforms.

Metricus aggregates data from all these platforms and services and provides this organization with a single view into their overall IT performance



Agenda


Partner Benefits

What is next?




Service Provider Benefits

Flexible solution

Up and running quickly

Tailor to customer specific requirements

Fully managed online

Create a dashboard for every customer

Create internal transparency

Customer Enablement

Customer Training and Coaching available

Globally accessible, browser based

Customer can log in and view their IT performance

Well supported

Support in designing the environment

Build to release support

Documentation and marketing material available

Webinars, events, global branding

Best practice knowledge

Industry accepted KPIs

Handpicked KPIs by Industry gurus

Everyone can contribute to Metricus library

Best of breed BI software from Microsoft

Top line growth

Ability to resell Metricus to customers

Design services that you now cannot provide

Address gaps in the performance of your customers processes and offer support!

Built on trusted software



Agenda


Partner Benefits

What is next?




Partner requirements

ITpreneurs teams up with organizations who are leaders in their field and reputable organizations in their geographic area.

Some of the requirements for becoming and maintaining the partnership:

•Be an established business for more than three years

•Be experienced in the area of IT Service Management and IT Governance

•Maintain a good standing with ITpreneurs in all manners of our business relationship

•IT Performance Management is an integrated part of your business or consulting approach

•Preferably have consultants in-house, or within your network, with experience in the field of data management, data warehousing, etc.

•Participate in Metricus Education (Metricus Enablement Workshop) to ensure your team can fully manage Metricus Workspaces

•Purchase a Metricus Enterprise License



Partner sign-up process

Complete contact form

Metricus website

Initial email conversation

Review Information

Product demo by product

manager / presales

Expert call required?

Set up expert Call

yes

Provide organization information

Review Information

Send partnership

information + NDA

Send contract

documentation

Review contract

no

Complete contract

documents

Schedule training

Review business

plans

Partner

ITpreneurs



Other Partner categories

Resell Metricus Modules and customized Metricus Enterprise SaaS and provide implementation services helping customers use and implement Metricus

Reselling Partners:

Use Metricus Enterprise SaaS as an integrated component of their implementation approach. Use all the knowledge and support from Metricus to improve customer IT processes and activities

Consulting Partners:

Use Metricus Enterprise SaaS to create internal transparency over complex IT processes. Provide their customers with an insight into service provider performance

Managed Services Partners:

Metricus Partners use Metricus as part of their consulting approach to the market, use Metricus internally or create services around the use and adoption of Metricus



Metricus is an ITpreneurs product.

ITpreneurs provides knowledge solutions in the IT management domain. The ITpreneurs portfolio includes Learning solutions (game based learning, e-learning, classroom training) and IT performance management solutions (IT performance measurement).

Through its content expertise and extensive partner network, ITpreneurs knowledge portfolio is currently available in 45 countries across 6 continents and in 6 languages.

Corporate HeadquartersWeena 324-3263012 NJ RotterdamIntl: +31107110260US: +18002146371

Contact information: [email protected]

metricus service provider presentation clarity on the performance of it 3 x nominated for itsmf...

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metricus kpis

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ineffective slide

itpreneurs nederland

performance information

itsmf innovation award