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ITIL :: View topic - Change management KPIs
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Change management KPIs

 
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viv121
Senior Itiler


Joined: Dec 15, 2007
Posts: 113

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?
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UKVIKING
Senior Itiler


Joined: Sep 16, 2006
Posts: 3313
Location: London, UK

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

viv

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
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asrilrm
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.

Cheers,
Asril
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