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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.
 
Data
 

The data that is required for measuring the health of your Incident Management process typically resides within the Service Management tool(s) that you are using

Ask your developers or process managers for an extract of this data based on the templates that we provide and use this to populate KPIs in Metricus. When you purchase Metricus, support is included to help you set the required processes up. Metricus Support Specialists will work with your team to ensure this is executed smoothly.

Metricus Data Management Architecture

The following three options are available for data extraction:

FTP Transfer Download the template from the link below, export data from your Service Management tool into this Excel Sheet and upload the data on a set frequency to Metricus. This process can be fully automated. FTP access does not require us to access your systems or work behind your firewall. It is a secure, flexible and preferred method to populate Metricus with data.
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 Incident Management data provision as data typically resides within a database and the quantity of data points can be significant

Download the Incident Management Data Template from this link