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 |
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| 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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Input and output for Change Management
Changes can be triggered and resolved in several ways. The following table outlines the input and output for the Change Management process.
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Input to Change Management |
Output from Change |
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Key performance indicators for Change Management
The Key Performance Indicators (KPIs) in the following table are useful for evaluating a Change.
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Title |
Description |
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% of unauthorized changes |
Percentage of unauthorized implemented changes in a given period. A change in the infrastructure without a registered change request is considered unauthorized. |
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% of incidents caused by changes |
Percentage of incidents caused by the implementation of a change in a given period. |
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% of emergency changes |
Percentage of the total number of closed emergency changes in a given period. |
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% of successful changes |
Percentage of the total number of closed changes successfully implemented in a given period. |
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% of backed out changes |
Percentage of the total number of closed changes for which a remedy plan is activated in a given period. |
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% of rejected changes |
Percentage of the total number of closed changes rejected in a given period. |
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Average time per phase |
Average amount of time spent on each of the distinct change phases in a given period. Validation, Risk and Impact Analysis, TCAB Approval, Build and Test, DCAB Approval, Deployment, Post Implementation Review, CMDB Update, and Closure. |
For completeness, the ITIL 2011 and COBIT 4.1 KPIs are included in the following sections.
ITIL 2011 Key Performance Indicators
The following are ITIL 2011 KPIs for Change Management:
- Number of changes implemented to services that met customer requirements (for example, quality/cost/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 as compared to the costs of the change process.
- Reduction in the number of disruptions to services, defects, rework caused by inaccurate specification, and poor or incomplete impact assessment.
- Reduction in the number of unauthorized changes.
- Reduction in the backlog of change requests.
- Reduction in the number and percentage of unplanned changes and emergency fixes.
- Change success rate (percentage of changes deemed successful at review, that is, the number of RFCs approved).
- Reduction in the number of changes in which remediation is required.
- Reduction in the number of failed changes.
- Average time to implement based on urgency/priority/change type.
- Incidents attributable to changes.
- Percentage accuracy in change estimate.
COBIT 4.1 Key Performance Indicators
The following are the COBIT 4.1 KPIs for Change Management:
- Number of disruptions or data errors caused by inaccurate specifications or incomplete impact assessment.
- Extent of application rework caused by inadequate change specifications.
- Minimum time and effort required to make changes.
- Percentage of emergency fixes.
- Percentage 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.
- Percentage of changes recorded and tracked with automated tools.
- Percentage of changes that follow formal change control processes.
- Ratio of accepted and refused change requests.
- Number of different versions of each business application or infrastructure being maintained.
- Number and type of emergency changes to the infrastructure components.
- Number and type of patches to the infrastructure components.
