Home / Categories / ITIL Change management

ITIL Change management

36 KPIs

% 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 initiated by customers
% of changes scheduled outside maintenance window
% of changes that cause incidents
% of changes that required restoration of backup
% of delivered changes implemented within budget/costs
[Changes within budget] percentage of [total changes]
% of implemented changes not approved (by management / CAB)
% of implemented changes without Impact Analysis
% of incidents caused by deficient documentation
% 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 Planned vs Unplanned changes
% of refused changes by CAB
% of registered RFCs without backout plan
% of registered RFCs without Implementation Plan
% of registered RFCs without Test plan
% of routine changes
% of time coordinating changes
% 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]
Average change closure duration
[total time taken to make changes] divided by [total number of changes]
Average costs of change implementation
[total change implementation costs] divided by [number of changes]
Average rework per change after implementation of changes
Change closure duration rate
[average spent duration of changes closed] divided by [allowed duration of those changes closed]
Change queue rate
[number of changes closed] divided by [number of changes opened]
Efforts required for impact assessment of an incident, change
Frequency of CAB meeting
Lead Time To Change Execution
Number of incidents caused by changes vs total nr of incidents
Number of urgent releases approvals (Hot Fixes)
Ratio of number of incidents versus number of changes
[number of incidents] divided by [number of changes]
Total rework after implementation of changes
sum of [rework in FTE]