Metrics & KPIs% of changes incorrectly classified
Definition
An important efficiency measure. Incorrectly classified Changes are likely to be misrouted, resulting in lost time and effort. Incorrect classifications are often detected upon resolution when the original classification and resolution classification are compared. Source: <a href='http://www.servicemanagement101.net'>Service Management 101</a>
Use Case / Interpretation
This measure is a significant indicator as to the level of inefficiency within the Change management system.
Tags
efficiency, change, solution, resolution, accuracy, management