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MOF Change Management

25 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 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 overdue changes
[number of overdue changes] percentage of [number of open 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]
Number of incidents caused by changes vs total nr of incidents
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]