Case Study: Financial Organization using Change, Problem and Incident management

Medium sized retail bank

A medium sized retail bank has implemented selected ITIL processes and adopted a service management solution from one of the major vendors. The initial scope included Incident, Problem and Change Management. The challenge: the organization is facing difficulties in demonstrating how the implementation demonstrates value to the business. IT staff is not capable to present a clear picture on the performance of these three ITIL processes and this information cannot be extracted from the service management solution.

For this customer three Metricus Modules were selected: Incident, Problem and Change. Metricus presented the customer with best practice metrics for these processes. Metricus further delivers the toolkits to collect the data from the service management solution. In this case predefined templates are populated by DBAs from the customer and this data is uploaded to Metricus via secure FTP. Metricus populates scorecards and dashboards on a weekly basis and present clarity on the performance of IT to the bank. This effective utilization of three Modules for this customer was up and running in 3 days.

Metricus for ITIL - Change, Problem, Incident