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Metricus Service Provider Presentation Clarity on the performance of IT 3 x nominated for ITSMF Innovation Award
Slide 2 Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved. Metricus Partner Program Agenda Metricus for service providers Partner Benefits What is next? Metricus information
Slide 3 Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved. Metricus Partner Program Innovation Award Nomination for Metricus Metricus has been acknowledged for breaking new ground on IT performance management and is nominated for the ITSMF Innovation Award by three independent juries.
Slide 4 Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved. Metricus Partner Program IT Performance Management CXO Systems surveyed 1400 CIOs in Key findings included: “..most IT executives spend more than a day per week gathering information..” The frequency with which CIOs gather information related to different functions does not correlate well with the importance of those functions.” The majority of information is received via multiple channels and needs to be collated bottom up. The following graph is an excerpt from the report:
Slide 5 Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved. Metricus Partner Program IT Performance Management – 2008/9 Only 6% of IT managers have access to efficiently produced IT performance information. Source: ‘Trends in IT Performance Management’, 2008/9, ITpreneurs. Survey and interviews amongst 99 IT executives and consultants in five continents + Collecting data from various sources + Converting data into logical numbers + Building complex Excel sheets = Highly Ineffective
Slide 6 Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved. Metricus Partner Program Metricus: measure, manage, improve IT performance Best Practice Metrics that make sense to the business Scorecards and performance analysis to measure outcomes MeasureManageImprove Trending information and benchmarking for informed decision making SaaS Metricus IT Performance Management Framework ITIL v3 continual service improvement / COBIT Goal to KGI to Outcome Measures Built on
Slide 7 Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved. Metricus Partner Program Metricus: monitor and report on your IT performance to your customers Use Metricus KPIs and Dashboards to show every single customer how you manage their IT systems and applications in line with agreed SLAs.
Slide 8 Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved. Metricus Partner Program Characteristics of Metricus for Service Providers Scripts, templates, and SQL scripts for data included End-user training via online conferences or face to face No minimum number of users Metricus includes all the knowledge you require, and you can even add your own KPIs Globally accessible, browser based, fully managed Conceptualize new services around Metricus 8-hours dedicated Metricus support per month included Create a workspace for every customer and even provide customers with their own dashboard and reports
Slide 9 Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved. Metricus Partner Program Agenda Metricus Service Providers Partner Benefits What is next? Metricus information
Slide 10 Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved. Metricus Partner Program Service Providers CharacteristicsWhat does this meanExamples Service providers manage IT services for their customers on a day to day basis and report on their performance to customers Provide a range of IT services to customers that were previously managed by the customer Continuously have to inform their customers about progress and performance as customers like to keep being informed Are managing a complex internal organization, often with a wide range of applications, services, data centers, etc. Service Providers use Metricus to report to customers on the performance of managed services Service providers use Metricus to create transparency on complex internal processes in order to achieve resource optimization Metricus allows service providers to log in to their own dashboard and assess how their IT processes are performing Metricus delivers information on the performance of IT services, the conformance to SLA requirements, and allows service providers to create customer dashboards for every customer
Slide 11 Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved. Metricus Partner Program Service Providers CharacteristicsWhat does this meanExamples Define outsourcing contract Create transparency Share knowledge Report on performance Implementation Lifecycle Drive Improvements Show improvement areas in customer processes and recommend improvement initiatives Share information Grant access to Metricus for the customer creating transparency across the board Report on Performance Populate KPIs and show the customer how well you are managing their IT services Define KPIs at contract stage Metricus KPIs are identified in the contract stage already ensuring everyone agrees to reporting conditions Create transparency Design scorecards and dashboards to monitor compliance with SLAs Drive Improvements
Slide 12 Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved. Metricus Partner Program Service Providers CharacteristicsWhat does this meanExamples Poor communication In this outsourced relationship the dialog between customer and supplier is poor and the customer feels that the supplier does a poor job of reporting on IT performance. Using Metricus the service provider now provide a monthly dashboard to the customer with performance information based on Metricus KPIs. Complex Internal IT This Managed Service Provider operates complex internal processes as they are supporting many diverse customer platforms. Metricus aggregates data from all these platforms and services and provides this organization with a single view into their overall IT performance
Slide 13 Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved. Metricus Partner Program Agenda Metricus Service Providers Partner Benefits What is next? Metricus information
Slide 14 Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved. Metricus Partner Program Service Provider Benefits Flexible solution Up and running quickly Tailor to customer specific requirements Fully managed online Create a dashboard for every customer Create internal transparency Customer Enablement Customer Training and Coaching available Globally accessible, browser based Customer can log in and view their IT performance Well supported Support in designing the environment Build to release support Documentation and marketing material available Webinars, events, global branding Best practice knowledge Industry accepted KPIs Handpicked KPIs by Industry gurus Everyone can contribute to Metricus library Best of breed BI software from Microsoft Top line growth Ability to resell Metricus to customers Design services that you now cannot provide Address gaps in the performance of your customers processes and offer support! Built on trusted software
Slide 15 Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved. Metricus Partner Program Agenda Metricus Service Providers Partner Benefits What is next? Metricus information
Slide 16 Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved. Metricus Partner Program Partner requirements ITpreneurs teams up with organizations who are leaders in their field and reputable organizations in their geographic area. Some of the requirements for becoming and maintaining the partnership: Be an established business for more than three years Be experienced in the area of IT Service Management and IT Governance Maintain a good standing with ITpreneurs in all manners of our business relationship IT Performance Management is an integrated part of your business or consulting approach Preferably have consultants in-house, or within your network, with experience in the field of data management, data warehousing, etc. Participate in Metricus Education (Metricus Enablement Workshop) to ensure your team can fully manage Metricus Workspaces Purchase a Metricus Enterprise License
Slide 17 Copyright © 2009, ITpreneurs Nederland B.V. All rights reserved. Metricus Partner Program Partner sign-up process Complete contact form Metricus website Initial conversation Review Information Product demo by product manager / presales Expert call required? Set up expert Call yes Provide organization information Review Information Send partnership information + NDA Send contract documenta tion Review contract no Complete contract documents Schedule training Review business plans Partner ITpreneurs
Slide 18 Copyright © 2008, ITpreneurs Nederland B.V. All rights reserved. Metricus Partner Program Other Partner categories Resell Metricus Modules and customized Metricus Enterprise SaaS and provide implementation services helping customers use and implement Metricus Reselling Partners: Use Metricus Enterprise SaaS as an integrated component of their implementation approach. Use all the knowledge and support from Metricus to improve customer IT processes and activities Consulting Partners: Use Metricus Enterprise SaaS to create internal transparency over complex IT processes. Provide their customers with an insight into service provider performance Managed Services Partners: Metricus Partners use Metricus as part of their consulting approach to the market, use Metricus internally or create services around the use and adoption of Metricus
Slide 19 Copyright © 2008, ITpreneurs Nederland B.V. All rights reserved. Metricus Partner Program Metricus is an ITpreneurs product. ITpreneurs provides knowledge solutions in the IT management domain. The ITpreneurs portfolio includes Learning solutions (game based learning, e-learning, classroom training) and IT performance management solutions (IT performance measurement). Through its content expertise and extensive partner network, ITpreneurs knowledge portfolio is currently available in 45 countries across 6 continents and in 6 languages. Corporate Headquarters Weena NJ Rotterdam Intl: US: Contact information:
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