At ITILnews.com we are committed to providing value to the Service Management marketplace. This article provides those of you responsible for Change Management with a suggested set of Key Performance Indicators (KPIs) that you can utilize.
% of outage due to changes (planned unavailability)
Percentage of outage (unavailability) due to implementation of planned changes, relative to the service hours. Seems to be a duplicate of bullet 5
% of backlogged/neglected change requests
Percentage of backlogged change requests. Backlogged change requests are change requests that should have been implemented but due to for example time/cost constraints are still outstanding.
Average change closure duration
Average amount of time (e.g. in days) between the registration of changes and their closure.
% of changes scheduled outside maintenance window
Percentage of changes scheduled outside pre-defined/pre-agreed maintenance window. A maintenance window is a prescheduled time when a system can be taken off-line for maintenance, if necessary.
% of urgent changes
Number of opened, urgent changes relative to the total number of changes opened in a given time period. This KPI reflects the size of the potential risk of urgent changes on the quality and performance of the change management process.
% of unauthorized implemented changes
Number of unauthorized implemented changes relative to all implemented changes within a given time period. An unauthorized change can be detected through consolidation of the Configuration Management Database (CMDB). A change in infrastructure for which there is not a change registered is considered as unauthorized.
% of unplanned outage/unavailability due to changes
Percentage of unplanned outage (unavailability) due to the implementation of changes into the infrastructure. Unplanned means that the outage (or part of the outage) was not planned before implementation of the change.
% of changes that required restoration of backup
Percentage of changes that required restoration of backup during the implementation.
% of backed-out changes
Number of closed changes which were not carried out or were rolled back relative to the total number of changes closed in a given time period.
Ratio of number of incidents versus number of changes
Ratio of number of incidents versus number of changes
% of changes that cause incidents
Number of implemented changes that have caused incidents, relative to all implemented changes within a certain time-period. Prerequisite for measuring this KPI is that incidents are correlated to changes.
Change queue rate
The number of changes closed, relative to the number of changes opened in a given time period.
% of overdue changes
Number of overdue changes (not closed and not solved within the established time frame) relative to the number of open changes (not closed but still within the established time frame).
% of implemented changes not approved (by management / CAB)
Percentage of implemented changes not approved (by Change Advisory Board or CAB, or management), relative to all implemented changes within the measurement period.
% of changes initiated by customers
Percentage of changes initiated by customers (of IT services), instead of the IT department, relative to the total number of initiated changes within the measurement period.
% of refused changes by CAB
Percentage of refused changes by CAB.
% of time coordinating changes
Percentage of time (in labour hours) used to coordinate changes relative to all time used to implement (and coordinate) changes.
Number of incidents caused by changes versus total number of incidents
Number of incidents caused by changes versus total number of incidents
% of incidents caused by deficient documentation
Percentage of incidents that are caused by deficient documentation.
We have sourced the above from http://kpilibrary.com. If you have any further KPIs then please feel free to share them with us...