Posted: Sun Oct 04, 2009 2:43 am Post subject: Change management KPIs
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?
Joined: Sep 16, 2006 Posts: 3584 Location: London, UK
Posted: Sun Oct 04, 2009 4:43 am Post subject:
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...
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
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
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