Change management reports

HPE Service Manager provides out-of-box Crystal Reports for Change Management that includes the following reports:

• Changes Closed Meeting SLM Target
• Changes Scheduled for This Week
• Changes Opened and Closed
• Percentage of Emergency Changes
• Percentage of Rejected Changes
• Percentage of Successful Changes

In addition, the Service Manager user can search all change records using any combination of search conditions. The search results can be presented as a table or a chart.

Change Management reporting using HPE IT Executive Scorecard

Companies can also use the HPE IT Executive Scorecard for comprehensive management reporting. The HPE IT Executive Scorecard is a key element in the HPE IT Performance Suite and is a systematic approach to digitizing the sensing, measuring, and instrumentation of the entire IT-controlled landscape into single consolidated views for IT leaders and practitioners. The HPE IT Performance Suite includes comprehensive families of proven software for strategy, planning, and governance, application lifecycle management, IT operations, information management, security intelligence, and risk management. These solutions are unified by one of the most complete IT data models for collecting and relating data feeds from individual products.

What makes the HPE IT Performance Suite much more than just a collection of management software is the Executive Scorecard—a single pane of glass that pulls all the information and analysis together. In short, HPE IT Executive Scorecard can help track performance and communicate in business terms.

The HPE IT Executive Scorecard allows companies to:

• Use a single pane of glass to view IT business services, programs, and financial status
• View performance and problem areas promptly
• Show historical data to highlight improvements and identify negative trends early
• Automate and decrease effort required for the data-gathering process to enable real-time reporting
• Cascade key performance indicators (KPI) across layers of scorecards
• Collaborate by adding annotations to KPIs and objectives
• Access the information from a desktop, tablet, or smartphone
• Add notes using collaboration in the context of a KPI or objective

With its balanced scorecard, best-practice dashboards, and over 135 key performance indicators already defined, the HPE IT Executive Scorecard is a unique differentiator. The HPE IT Executive Scorecard is an analytical product that renders performance from a broad range of data sources, including (not limited) HPE Business Service Management, HPE Service Manager, HPE Asset Manager, and HPE Project and Portfolio Management.

From a business point of view, the need to control information technology (IT) is driving a new level of maturity in performance management. Many organizations turn to executive scorecards to help drive performance and more are now pouring this approach into the context of IT. The out-of-the-box Scorecards in the HPE IT Executive Scorecard are based around up to four high-level perspectives. These equate to high-level goals of IT or the business. The four used in HPE IT Executive Scorecard are: IT Value, Customer, Operational Excellence, and Future Orientation.

The scoring of those objectives is based on one or more KPIs. In this way, the persona can gain a quick view of overall performance in an area of interest and drill down further if required into the KPI or KPIs that are responsible for the performance score.

KPIs reflect how well the organization is doing in areas that most impact financial measures valued by shareholders, such as profitability and revenues.

A KPI evaluates the performance according to expectations. The context is provided using:

• Thresholds. Upper and lower ranges of acceptable performance.
• Targets. Predefined gains, such as 10 percent new customers per quarter.
• Benchmarks. Based on industry wide measures or various methodologies, such as Six Sigma.
• Trend. The direction of the performance of the KPI, either Up,Down, or Static.

A KPI is a Metric, but a Metric is not always a KPI. The key difference is that KPIs always reflect strategic value drivers whereas Metrics represent the measurement of any business activity. Metrics always show a number that reflects performance. KPIs put that performance in context. Metrics are not matched against a threshold. An example of a metric could be an MTTR (mean time to recover) which measures the average time between the occurrence of a set of incidents and their resolution. An example of a KPI could be an MTTR, which measures the average time between the occurrence of a set of incidents and their resolution, compared to a defined threshold. For example: ‘MTTR less than one hour’.

The out-of-box KPIs can be altered to suit different personas or augmented by new KPIs created within HPE IT Executive Scorecard.

Out-of-Box KPIs for Service Manager

HPE Executive Scorecard has a number of KPIs to support Change Management from a Scorecard Level.

• % of Changes Resulting in Outage
• % of Emergency Changes
• % of Unauthorized Implemented Changes
• % of Unplanned Changes
• Approved vs Rejected Changes
• Automated Change Implementation Rate
• Automated Change Implementation Success Rate
• Change Backlog Size
• Change Success Rate
• Number of Completed Changes

The out-of-box KPIs can be altered to suit different personas or augmented by new KPIs created within HPE IT Executive Scorecard.