Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Words and Phrases
| Search for | Example | Results |
|---|---|---|
| A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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A phrase. You can specify that the search results contain a specific phrase. |
"cat food" (quotation marks) |
Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
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Two or more words in the same topic |
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| Either word in a topic |
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| Topics that do not contain a specific word or phrase |
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| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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| A combination of search types | ( ) parentheses |
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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:
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Note The data displayed in KPI analytics is not restricted by the domains assigned to the source data.
ITIL V3 KPIs
ITIL V3 recommends that you measure these performance indicators for Change Management:
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Number of changes to services that met customer requirements. For example, quality, cost, and time expressed as a percentage of all changes.
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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.
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Reduced disruptions to services, defects, and rework caused by inaccurate specifications and poor or incomplete impact assessment.
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Reduced number of unauthorized changes.
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Reduced backlog of change requests.
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Reduced percentage of unplanned changes and emergency fixes.
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Change success rate: the percentage of approved changes.
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Reduced number of changes where remediation is required.
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Reduced number of failed changes.
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Average time to implement based on urgency, priority, and change type.
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Incidents attributable to changes.
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Percentage of accuracy in change estimates.
COBIT 4.1 KPIs
COBIT 4.1 recommends that you measure these performance indicators:
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Number of disruptions or data errors caused by inaccurate specifications or incomplete impact assessment.
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Amount of rework caused by inadequate change specifications.
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Reduced time and effort required to make changes.
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Percent of total changes that are emergency fixes.
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Percent of unsuccessful changes to the infrastructure due to inadequate change specifications.
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Number of changes not formally tracked, reported, or authorized.
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Number of backlogged change requests.
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Percent of changes recorded and tracked with automated tools.
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Percent of changes that follow formal change control processes.
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Ratio of accepted to refused change requests.
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Number of different versions of each business applications or infrastructure being maintained.
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Number and type of emergency changes to the infrastructure components.
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Number and type of patches to the infrastructure components.
RACI 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:
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R=Responsible person
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A=Accountable person
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C=Consulted person
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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 |
