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ITIL Service Desk Module
Take control over your ITIL based service desk or support center operations with a pragmatic and practical to use Metricus Module. Metricus equips you with powerful IT KPIs (key performance indicators) and intelligent Dashboards that are relevant to your Support Center professionals, Analysts and Help Desk Managers. Upload your call data, incident or service request data directly from your Service Management suite into Metricus and take control over your performance and start delivering value.
 
Data
 

KPIs are useful if they are populated with timely and quality data. Metricus provides the means and support you require to populate KPIs with data from your systems and tools.

For every KPI in Metricus information is available about the data that is required for populating the KPI. After submitting the data to us, we commit to checking your data file and we will work with you to ensure quality, correct, and timely data is transformed to Metricus.

Metricus Data Management Architecture

FTP Transfer The Metricus Change Management Module provides you with templates for the provision of data. Publish data from the Change Module in your Service Management Tool into Metricus Templates and simply upload this via FTP to Metricus. Metricus populates the identified KPIs with this data and provides you with effective decision making information.
Automatic Transfer Involves extracting data automatically from an operational data source directly into Metricus. Metricus includes SQL extraction scripts for all major ITSM tools, including Unicenter, Service Center, Tivoli, Remedy, and more.
Manual Entry

Involves manually entering actual values for metrics on a periodic basis. This method is not appropriate for Change Management data provision as data typically resides within a database and the quantity of data points can be significant

Download the Change Management Data Requirements Template from here.

Data Configuration is included within the initial set-up process for Metricus Modules. In case you require additional support we can connect you with an Authorized Partner in your area who can help you in managing this process.