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IT Change & Release

79 KPIs

% Changes First Time Right
[number changes that reached their goal in one deployment] percentage of [total number of changes]
% of backed-out changes
[number of closed changes which were not carried out or were rolled back] percentage of [total number of changes closed]
% of backlogged/neglected change requests
[Backlogged change request] percentage of [total change request]
% of changes closed before deadline
% of changes closed with all data fields completed
% of changes initiated by customers
% of changes remaining in 'Plan' status.
% of changes remaining in 'Request' status
% of changes scheduled outside maintenance window
% of changes that cause incidents
% of changes that required restoration of backup
% of changes with 'Delay' status
% of changes with 'Delay' status due to third party
% of changes with 'Delay' status due to unavailability of equipment
% of changes with 'Delay' status due to unavailability of manpower
% of changes with 'Delay' status due to unavailability of resources
% of changes with 'Delay' status due to unavailability of services
% of changes with all data fields completed
% of changes with all planning data completed
% of changes with man-hour estimate within 10% of actual
% of changes with schedule date earlier or equal to late finish date
% of delivered changes implemented within budget/costs
[Changes within budget] percentage of [total changes]
% of escalated releases
% of implemented changes not approved (by management / CAB)
% of implemented changes without Impact Analysis
% of incidents caused by deficient documentation
% of neglected releases
% of outage due to changes (planned unavailability)
[Outage due to planned changes] percentage of [total Outage]
% of overdue changes
[number of overdue changes] percentage of [number of open changes]
% of overdue releases
% of Planned vs Unplanned changes
% of refused changes by CAB
% of releases handled first time correctly
% of releases handled within agreed upon time-frame
% of releases with 'Delay' status
% of releases with 'Delay' status due to third party
% of releases with 'Delay' status due to unavailability of equipment
% of releases with 'Delay' status due to unavailability of manpower
% of releases with 'Delay' status due to unavailability of resources
% of releases with 'Delay' status due to unavailability of services
% of routine changes
% of successful software upgrades
% of successfull software installations
% of time coordinating changes
% of total changes that are of KTLO activity
% of unauthorized implemented changes
% of unplanned outage/unavailability due to changes
[Total unplanned outage due to changes] percentage of [Total unplanned outages]
% of unregistered changes
% of urgent changes
[number of opened urgent changes] percentage of [total number of changes opened]
% rework (number of records) required after initial change implementation