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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.
 
KPIs
 

The ITIL Change Management Module includes approximately 25 KPIs that are relevant for measuring, managing and improving the performance of your ITIL Change Management Process.

Select KPIs that are relevant to you, or even add your own Change Management KPIs. For every KPI detailed attributes are available that help you in your selection process and assist you in the adoption and implementation of KPIs within your organization.

The following KPIs are included in the Change Management Module:

Changes Created % Changes Rejected
Changes Implemented % High Risk Changes
Average Change Implementation Time % Emergency Changes
% Changes Implemented within target - Critical % Changes Implemented within Target - High
% Changes Implemented within Target - Medium % Change Failures due to CMDB Issues
% Changes - Post Implementation Feedback % Changes - Post Implementation Review
% Changes - Process Compliance % Changes Audited
% Changes Audited with Errors % Changes Causing Incidents
% Changes Causing Problems % Changes Implemented without Back-Out Plan
% Changes Implemented without CI Update % Changes Implemented without Testing
% Changes Requiring Scheduled Outages % Changes Specified Inaccurately
% Changes with Incorrect Data % Changes without Sign-off

Click here to see a detailed KPI report card that includes all Metric Tags