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Incident Management 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.
 
Dashboards
 

The Incident Management Dashboard provides IT Managers, IT Process Managers and Service Managers a proper insight into the performance of your Incident Management process.

The Dashboard tells you how your process is performing against predefined targets, how the process is performing over a period of time and how individual KPIs are behaving. Note that the Dashboard component below is a template that you can modify according to your own requirements. This means that you only select the KPIs that are relevant to you, and remove the others, or even add your own KPIs to the Dashboard.

Dashboards Metricus aggregates information from various sources (such as: Unicenter, OpenView, Service Manager, Tivoli, Remedy) and provides you with a unique view to the performance of your processes. Dashboards include point-in-time scorecards, various graphs or tables as well as metric trending information
Report Writer The Metricus Incident Management Module includes a powerful report writer that you can use to create your own reports. Think of any type of report, static or dynamic, and the report writer allows you to create it. You can combine KPIs, define date ranges, select various display options, and much more.
Six Sigma Charts

For selected KPIs within your Module you can view a Six Sigma Histogram or Six Sigma Control Charts. These reports tell you your sigma, and allow you to work towards near optimal process efficiency


Metricus - Incident Management Dashboard

Incident Management Dashboard

This is an example of one of the components of the Incident Management Dashboard. The Scorecard gives you the 'here and now' view to the health of Incident Management. How are you doing now compared to your defined targets. Are you on track, slightly off track, or completely off track? Colored indicators visualize this for you giving you an easy and understandable view to your IT health. If you would like to see more information you can click on an individual KPI to view detailed information, compare performance over a period of time, and so on.


Metricus - Incident Management Dashboard

ITIL Incident Management Report

The Metricus Report Writer allows you to basically create any type of report, graph or table that you require. Use the Report Writer to slice/dice information and then export it to your favorite program such as Excel or PowerPoint.