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Change Management KPIs

Key Performance Indicators (KPIs) help you evaluate your Change Management processes. This evaluation can include looking at trends by creating a graph of KPI data. In addition to the data Service Management provides, you may need additional tools to report on all of your KPI requirements.

The following table describes the available KPIs.

Title Description
Percentage of unauthorized changes Percentage of unauthorized implemented changes in a specified time period. A change in the infrastructure without a creating a change request is considered unauthorized.
Percentage of incidents caused by changes Percentage of incidents caused by the implementation of a change in a specified period.
Percentage of emergency changes Percentage of the total number of closed emergency changes in a specified period.
Percentage of successful changes Percentage of the total number of closed changes successfully implemented in a specified period.
Percentage of backed out changes Percentage of the total number of closed changes for which a remedy plan is activated in a specified period.
Percentage of rejected changes Percentage of the total number of closed changes rejected in a specified period.
Average time for each phase

Average amount of time spent on each of the distinct change phases in a specified period:

  • Validation

  • Risk and Impact Analysis

  • TCAB Approval

  • Build and Test

  • DCAB Approval

  • Deployment

  • Post Implementation Review

  • CMDB Update

  • Closure

Note The data displayed in KPI analytics is not restricted by the domains assigned to the source data.

ClosedITIL V3 KPIs

ITIL V3 recommends that you measure these performance indicators for Change Management:

  • Number of changes to services that met customer requirements. For example, quality, cost, and time expressed as a percentage of all changes.

  • Benefits of change, expressed as the value of improvements made, added to the value of negative impacts prevented or terminated, and compared with the costs of the change process.

  • Reduced disruptions to services, defects, and rework caused by inaccurate specifications and poor or incomplete impact assessment.

  • Reduced number of unauthorized changes.

  • Reduced backlog of change requests.

  • Reduced percentage of unplanned changes and emergency fixes.

  • Change success rate: the percentage of approved changes.

  • Reduced number of changes where remediation is required.

  • Reduced number of failed changes.

  • Average time to implement based on urgency, priority, and change type.

  • Incidents attributable to changes.

  • Percentage of accuracy in change estimates.

ClosedCOBIT 4.1 KPIs

COBIT 4.1 recommends that you measure these performance indicators:

  • Number of disruptions or data errors caused by inaccurate specifications or incomplete impact assessment.

  • Amount of rework caused by inadequate change specifications.

  • Reduced time and effort required to make changes.

  • Percent of total changes that are emergency fixes.

  • Percent of unsuccessful changes to the infrastructure due to inadequate change specifications.

  • Number of changes not formally tracked, reported, or authorized.

  • Number of backlogged change requests.

  • Percent of changes recorded and tracked with automated tools.

  • Percent of changes that follow formal change control processes.

  • Ratio of accepted to refused change requests.

  • Number of different versions of each business applications or infrastructure being maintained.

  • Number and type of emergency changes to the infrastructure components.

  • Number and type of patches to the infrastructure components.

ClosedRACI Matrix KPIs

The Responsible, Accountable, Consulted, and Informed (RACI) matrix describes the roles and responsibilities of various teams or people in delivering a project or operating a process. RACI measures the following performance indicators, where:

  • R=Responsible person

  • A=Accountable person

  • C=Consulted person

  • I=Informed person

Process ID

 Activity

Chg

Mgr

SD

Agent

Inc

Mgr

Prob

Mgr

Rel

Mgr

Chg

Coord.

Chg

Appr.

(CAB/ECAB)

Chg

Analyst

Release

Pkg/Bld

Mgr
ST 2.1 Change Logging A R R R R R      
ST 2.2 Change Review A   I I I R      
ST 2.3

Change Assessment and Planning

 A I I I I R   C/I C/I
ST 2.4

Change Approval

 R/A I I I I I R    
ST 2.5 Coordinate Change Implementation A I I I I R   R R
ST 2.6 Change Evaluation and Closure R/A C C C C R   C C
ST 2.7 Emergency Change Handling R/A   C/I       R R R

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