Percentage of Rejected Changes

Description

The Percentage of Rejected Changes report breaks down all closed changes in a given time period by status (rejected and non-rejected) and then by service type (Applications, E-mail/Webmail, Intranet/Internet, My Devices, Printing, Service Management, etc.). This report contains a graphical representation of the breakdown of rejected versus non-rejected changes using a pie chart. You can double-click any piece of the pie to display a detailed breakdown of that status by service. This report organizes the information using groups and sub-groups to help users quickly view percentages and total counts by status and service.

Customer Value

This report provides a quick view of rejected and non-rejected changes for a given time period. Together with rejection reasons the report provides information about the way requesters and the IT organization handle the Change Management process. Reasons for rejecting a change include the following:

• The change is a standard one and should be handled through the Request Management process.
• The change is not a valid one (logical, feasible or unnecessary).
• The change approval is not supported.

This information can be used by a group manager to make decisions and take actions for the following reasons:

• If the request fulfillment process is not satisfactory because many standard changes enter the Change Management process, the request fulfillment process needs to be reviewed for improvements.
• If the requesters use the Change Management process to drop all their functional or technical requirements without consulting the product manager or owner, it might be necessary to adjust the roles and responsibilities of some people to decrease their workload.