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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
 

Metricus presents you with IT dashboards that tap into the data that is provided by your Telephony system or Service Management Tool

Service Desk KPIs are primarily based on quantitative data from IT service management tools and telephony systems. Metricus offers three methods to transfer data from these systems and tools into your secure Metricus Environment. If your tool developers, or database administrators can extract data from your tool into XLS, you are safe, and this is as complex as it gets.

Data Management Architecture

Our support experts will have a first look at your data to check if the quality is good, after this check, we will provide you with a secured FTP location and you can upload new data as often as you want. If you prefer a more 'real time' look at your Request Fulfillment Management KPIs we suggest to adopt a set of connectors (SQL extraction scripts) that tap automatically into your databases. Lastly, if data resides inside people's heads or in emails or other documents, manual data entry applies. The latter is not very common for the Service Desk Module though.

Secure FTP Transfer The Metricus Service Desk Module provides templates that help you understand what data is relevant for the KPIs in the Module. Publish data from your Service Management Tool or telephony system into these Templates and simply upload this via FTP to Metricus.
Automatic Transfer Involves extracting data automatically from an operational data source and publishing this directly into Metricus. Metricus has a library of connectors that tap into 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 common for the Service Desk Module as data typically resides within a database and the quantity of data points can be significant


Data Configuration is included within the initial set-up process for Metricus Modules. If you require more support, you can purchase support packages, or we can connect you with a Metricus Specialist in your area who can help you manage this process.