Creating reports

Discuss and debate ITIL Change Management issues
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jdavis2017
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Tue Sep 01, 2015 2:53 pm

Hello,
I'll currently studying for the ITIL Foundation. I just started a new posiiton which my team is responsible for Incident, Problem and Change management. We have statistics for Incidents and Problems so I wanted to create stats for Change Management. Can someone recommend a book or tell me which excel forumlas I can use? I guess the % should focus on failed - success and problematic changes. I was also thinking exception and emergency changes as well.

Right now, I would like to focus on our weekend changes. So, creating a report on Tuesday with the status of the weekend changes. If this is successful than I can create daily and monthly reports. Thank you for your help

Jean


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UKVIKING
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Tue Sep 01, 2015 3:14 pm

Jean,

First of all, for change mgmt., you need to ask

what is the purpose of the statistics that you are reporting

what is going to be done with the data

Volume statistics - how many emergency, standard, out of a total

number of failed changes per month

per type, per technology or service

It matters
John Hardesty
ITSM Manager's Certificate (Red Badge)

Change Management is POWER & CONTROL. /....evil laughter
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jdavis2017
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Tue Sep 01, 2015 4:50 pm

Thank you, John
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JScratch
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Tue Sep 06, 2016 2:50 pm

I once again agree with UKVIKING that you need to ask. In my company the reports are ever-evolving as things have gone well beyond the basic obvious metrics and are focuses on behaviors in relation to change activity.

In doing this it has really identified gaps in the process or show people's perceptions of the process.

My standard reports show:
* Total number of changes
* Total number of changes by environment
* Total changes by type (Normal/Standard and Emergency)
* Total sucessfull changes
* Total failed changes
* Total failed changes - breakdown by failure types

* Total changes by location (we deploy to many different locations)
* Total tasks by location (different teams deploy to different types of gear and applications)

* Total changes by application broken down by change type as well - this one is really cool as it shows what applications are most active and what types of changes are happening to them. As in if there is a lot of break/fix activity it shows this. Red Flag to management and they start asking really good questions. :)

* Failure explained (detailed descriptions of why the change failed) including the author of the change for performance.

and a few more that are focused on automation type changes.


hope this helps!
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