In this section of the change management guide, let's dive deep into the key metrics and KPIs used to analyze the effectiveness of your change management processes.
Change management KPIs
Here are some important metrics to measure the effectiveness of your change management process.
| KPI | Formula | Comments |
|---|---|---|
| Number of unauthorized changes | The number of unauthorized changes identified over a particular period of time | A lower number indicates that your approval process is robust and capable of managing all changes. |
| Number of high-impact service requests fulfilled without a change | The number of high-impact service requests fulfilled without a change over a particular period of time | High impact service requests need to be fulfilled using a change. A higher number is a sign that your infrastructure is vulnerable to issues like failure to update the CMDB. |
| Percent of backed-out changes | The percent of changes that used their backout plan due to issues during implementation | A higher number is an indicator of poorly planned changes. |
| Change acceptance rate | The percentage of changes that were approved by the CAB | This indicates the effectiveness of your change requests and change plans. A higher number is a sign that your changes and planning are solid. |
| Schedule variance | The deviation in time consumed and the estimated time | This indicates if your changes are implemented on time and adhere to the change plan. |
| Number of incidents caused by change | The number of incidents caused by a particular change | This indicates whether a change affects other service operations. A high number is sign that changes need to be communicated better. |
| Percent of changes completed on time | The percent of changes completed on time | This indicates whether the change process is working at optimum efficiency. The higher the percent, the better your change management process. |
FAQs
Here are some important metrics to measure to ensure successful changes in the long run:
- Number of unauthorized changes
- Number of high-impact service requests fulfilled without a change
- Percent of backed-out changes
- Change acceptance rate
- Schedule variance
- Number of incidents caused by change
- Percent of changes completed on time
Critical Success Factors (CSFs) and the respective Key Performance Indicators (KPIs) enables you to measure efficiency.
Example of CSF and their KPIs:
Efficiency in change implementation (CSF) is determined by the following KPIs.
- Increase in the number of changes implemented without the need for any follow ups and clean ups.
- Decrease in the number of incidents that are caused by the change implementation.
- Decrease in service downtime.
- Decrease in the number of failed changes.