1. INCIDENT MANAGEMENT REPORTING
with MeticEdge – Business Intelligence
Solution for ITSM
Measure, Analyze and Optimize VALUE from IT
When was the last time you evaluated your current process of creating
reports, dashboards, metrics, and KPIs?
MetricEdge helps you to accurately measure, analyze and optimize the
business value from your IT. MetricEdge allows you to automate the
uploading of data, the creation of reports, and sharing them around
your organization, saving your time and money and, most importantly,
minimizing the mistakes that manual reporting usually does.
May, 2012

2. INCIDENT MANAGEMENT REPORTING
Incident Management (IM) is highly visible to the organizations as they have transactional
business, and it is therefore critical to demonstrate databases that are limited to operational level
its value than most areas in Service Operation. reporting. But to analyze data and compile it to
One of the main Objectives of ITIL Incident make it representable at strategic or tactical
Management, is to ensure the possible level of levels, organizations need an OLAP based
service quality and availability are maintained. reporting system like MetricEdge.
Service improvement must focus on to increase MetricEdge (BI for ITSM) offers ITIL, ISO 20000 KPIs
the efficacy and optimize the cost of services and and Metrics based incident management
the underlying incident management process. For dashboards and information reports that enable
highlighting improvement, establishment of business users with insights & intelligence on
reporting at each level: strategic goals and incidents from end to end IT Services to individual
objectives, tactical incident management process Configuration Items (CIs), hence, facilitate in
maturity, and operational incident management benchmarking & continual service improvement
metrics and KPIs, is necessary. But, their reporting (CSI) of overall IM process.
needs are diffirent.
Few of the Incident Management KPIs
This is difficult to achieve with reporting offered by MetricEdge are mentioned below:
mechanism of ITSM tools used by
Incident Management Critical Incident Management Key Performance Indicators
Success Factor (CSF) (KPIs)
Mean elapsed time to achieve incident resolution or
circumvention, broken down by impact code
Breakdown of incidents at each stage (e.g. logged, work in
progress, closed etc.)
Percentage of incidents closed by the service desk without
Resolve incidents as quickly as possible reference to other levels of support (often referred to as
minimizing impacts to the business ‘first point of contact’)
Number and percentage of incidents resolved remotely,
without the need for a visit
Number of incidents resolved without impact to the
business (e.g. incident was raised by event management
and resolved before it could impact the business)
Total numbers of incidents (as a control measure)
Maintain quality of IT services Size of current incident backlog for each IT service
Size of current incident backlog for each IT service
© Copyright 2012 iWareLogic Technologies Pvt. Ltd. info@iwarelogic.com || www.metricedge-bi.com

3. Average user/customer survey score (total and by question
category)
Maintain user satisfaction with IT services
Percentage of satisfaction surveys answered versus total
number of satisfaction surveys sent
Average number of service desk calls or other contacts
Increase visibility and communication of from business users for incidents already reported
incidents to business and IT support staff Number of business user complaints or issues about the
content and quality of incident communications
Percentage of incidents handled within agreed response
Align incident management activities and time (incident responsetime targets may be specified in
priorities with those of the business SLAs, for example, by impact and urgency codes)
Average cost per incident
Number and percentage of incidents incorrectly assigned
Ensure that standardized methods and Number and percentage of incidents incorrectly
procedures are used for efficient and categorized
prompt response, analysis,
documentation, ongoing management Number and percentage of incidents processed per service
and reporting of incidents to maintain desk agent
business confidence in IT capabilities Number and percentage of incidents related to changes
and releases.
© Copyright 2012 iWareLogic Technologies Pvt. Ltd. info@iwarelogic.com || www.metricedge-bi.com

4. MetricEdge Adds Value:
i. 120+ in-built static and drill down reports with 50+
metrics based on best practices (ITIL, COBIT, ISO 20000)
ii. Fulfill ISO 20000 Service Reporting specifications and
facilitate Continual Service Improvement (CSI) of IT
processes
iii. Summarize voluminous data and spot trends in IT
management; enables to take action before the business
is impacted
iv. Pull data from varied ITSM solutions like BMC, HPSM,
OTRS etc. and provide holistic view of IT Performance
v. Fully automated self-service model, thus neither
requiring lost time and nor decreasing the productivity
iWareLogic is a notable player in the space of Oracle Applications. In-depth
knowledge about Oracle Applications allows iWareLogic to deliver cutting-
edge solutions in the areas of ERP, CRM, Business Intelligence, Business
Integration, Infrastructure Management, Human Resources technology.
MetricEdge is business intelligence (BI) tool seeks to give CIOs and senior IT
executives a tactical advantage in the business arena. It delivers a full range
of BI capabilities including interactive dashboards, full ad hoc, proactive
intelligence and alerts, enterprise and financial reporting, in-built ETL
mappings for faster performance etc.
MetricEdge is built based on our years of experience in training, consulting
and software implementations across the world in ITIL, COBIT, ISO 20000
and IT Management software implementations from mega vendors.
For more information visit - www.iwarelogic.com
© Copyright 2012 iWareLogic Technologies Pvt. Ltd. info@iwarelogic.com || www.metricedge-bi.com