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Performance indicators for change management
Performance indicators provide the mechanism for you to measure the success of your change
management process. We recommend that you review these indicators monthly to ensure that
change planning and change management are working well.
The topics are:
Change management metrics by functional group
Targeting change success
Change history archive
Change planning archive
Periodic performance meeting
Change management metrics by functional group
Change management metrics by functional group include the percentage and quantity of
change success by functional group and risk level. Emergency changes should be identified
separately in the metrics by functional group, including the success rate for attempted fixes.
Functional groups include any IT teams making changes, possibly including telephony
administration, network administration, database groups, application teams, and facilities. Risk
level is important, because generally higher-risk changes fail or create incidents. You might
define change failure as any change that is backed out or causes a problem that results in time
out of service for the users.
Determining change-related incidents can be difficult. You should contact the user who is
identified on the change request form following the change to get an understanding of change
success. The change controller might also have a help-desk database available that includes
problems closed because of change-related issues.
Targeting change success
To target change success, you should start with a baseline of change management metrics. The
change controller can then identify potential issues and set overall goals. A reasonable overall
goal for change success in high-availability networks should be 99% across all functional
groups. If your organization is experiencing a higher rate of change failure, the rate should be
targeted for improvement.
Performance indicators for change management
Issue 3.4.1 June 2005
385
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