IT Change & Release

% Changes First Time Right

% of backed-out changes

% of backlogged/neglected change requests

% 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

% 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)

% of overdue 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

% of unregistered changes

% of urgent changes

% rework (number of records) required after initial change implementation