Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
· Home
· Content
· Feedback
· News
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account


The five ITIL books can be obtained directly from the publisher's website:

Or as downloadable PDFs: HERE

Current Membership

Latest: atifyna
New Today: 17
New Yesterday: 31
Overall: 231521

People Online:
Visitors: 116
Members: 0
Total: 116



Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.

Related Resources

Service related resources
Service Level Agreement

How to set up
IT Change Management
Process Info-Graphic

NOTE: ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


Select Interface Language:

Please contact us via the feedback page to discuss advertising rates.

The Itil Community Forum: Forums

ITIL :: View topic - Change management KPIs
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

Change management KPIs

Post new topic   Reply to topic    ITIL Forum Index -> Change Management
View previous topic :: View next topic  
Author Message
Senior Itiler

Joined: Dec 15, 2007
Posts: 117

PostPosted: Sun Oct 04, 2009 2:43 am    Post subject: Change management KPIs Reply with quote

Hi All,

am looking for change management KPIs used in industry. the purpose is purely academic and I am not into change management yet. However, my job requires me to know what industry practices in terms of KPIs. I know a few like the ones below:

Reduction of unauthorized changes
Reduction in change related outages
Reduction in emergency changes
Actual cost of a change vs. planned (budgeted) cost

Reduction in backed out changes
Accuracy of CMDB update post the change.
Efficiency of the change management communication ( throughput is helpdesk calls)

Can we add to this list some of the known change management KPIs?
Back to top
View user's profile Send e-mail
Senior Itiler

Joined: Sep 16, 2006
Posts: 3597
Location: London, UK

PostPosted: Sun Oct 04, 2009 4:43 am    Post subject: Reply with quote


There really is no industry standard for change mgmt KPIs

for one thing, CM is not a required activity. - In this I meanthat if there is an planned change for 10 pm and there is a serious outage in the same area that the change is going to be done before the change starts. The icnident gets resolved and service is restored and be damned the change

you can get certain kinds of stats - but...

for example

volume - per period, type (emergency, non emergency standard, normal, immediate), area - net, app, sys, architecture, process, document - etc
lifecycle stats - cr open dated, approved, closed
and then the biggee

change as solutions - (emer | non emer)
incidents as results of changes - badly planne dor other wise
failed changes.

The reason there is no standard... is that no company really wants to say... X % of our changes fail... now do they
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
Back to top
View user's profile
Senior Itiler

Joined: Oct 07, 2007
Posts: 441
Location: Jakarta, INA

PostPosted: Sun Oct 04, 2009 10:57 am    Post subject: Reply with quote

Hi Viv,

From me,

- Change successful rate,
- Change efficiency rate
- Unauthorized Change rate
- Change average lead time

derived from metrics such as

- number of RFCs
- number of RFCs implemented on time
- number of planned RFCs
- etc.

Back to top
View user's profile
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> Change Management All times are GMT + 10 Hours
Page 1 of 1

Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops 2003

Forums ©


Logos/trademarks property of respective owner. Comments property of poster. Rest 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.