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| Operations Solution |
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IT executives today are evaluated on how well IT
operations supports business. Executives need to
understand the linkage between IT operations and the
business processes so that the business outcome of IT
operations in terms of effectiveness and efficiency can
be clearly measured. Thus, while they are working hard
to improve the overall performance of services – both in
terms of availability and problem resolution, they have
to optimize the utilization of assets to promote greater
efficiency. To maximize effectiveness and efficiency of
operations, executives need access to key metrics that
provides insights into how to better serve the business
users.
Our Solution provides you access to key metrics and
enables you to maximize effectiveness and efficiency of
your IT operations. It provides relevant metrics related
to end-user experience, service availability, problem
resolution, impact on business, and utilization
effectiveness. The Solution also provides detailed
Call-Center and Helpdesk metrics helping you to evaluate
their performance. The key questions that the Solution
helps you to answer are:
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What is the level of service availability?
Gain visibility into MTBF by service and
components and the success rate of the
transactions. |
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Are the end-users satisfied with the
experience? |
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What is the business impact of the service
interruption? Understand the business impact by
service and components and assess the IT service
costs by incident. |
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How is the asset utilization being managed?
Document the actual transaction throughput and
failures and component group utilization against
plan. |
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Are we managing our Help-desk effectively?
Measure how problems are being resolved at
various levels. |
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The Metrikus Operations Solution comprises of three
distinct components; selected data adapters,
pre-configured operations metrics, and a customized
dashboard. We leverage the following underlying
processes to create the metrics: Service Level
Management, Availability Management, Capacity
Management, IT Service Continuity Management, Change
Management, Incident Management, and Problem Management.
Data Adapters: The primary data sources in the
operations environment include systems management tools,
asset management applications, user-experience
monitoring tools, call-center applications, and helpdesk
applications. Metrikus offers a library of pre-built
data adapters that supports interfaces for various types
of tools, applications, and other data sources in the
operations environment.
Operations Metrics: Metrikus offers a repository of
pre-configured operations metrics that can be customized
to meet the needs of the customers. The key categories
of metrics that customers can take advantage of include: |
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| Dashboards: Our personalized Dashboards make it easy
for IT executives and managers to view and monitor the
metrics that are important to them. Metrikus offers
pre-built dashboard configurations to reveal trends and
to better analyze the metrics. These configurations can
be customized to meet the needs of customers. The major
advantages of the Dashboards include: |
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| The Metrikus Operations Solution is not limited to
the above three components. We offer an approach that
enables improved IT performance through alignment and
visibility across functional silos. More than just
connecting strategy and goals to metrics, analytics and
methodology are required to understand which metrics are
important and how they should be measured. Our
consultants work with you to understand your goals and
objectives, which metrics are relevant based on the
goals and objectives, the feasibility of implementation,
and the challenges related to the implementation. We
also take into account ownership and customer
orientation while selecting the metrics. |
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