Change Management

Process Control

It is essential to prepare reports so as to allow Change Management's performance to be evaluated.

In order for these reports to offer precise information that is easy to evaluate, a series of reference metrics need to be developed, covering aspects such as:

• RFCs raised.
• Percentage of RFCs accepted and approved.
• Number of changes made, classified by impact and priority, and filtered by period.
• Average time taken for changes, as a function of impact and priority
• Number of emergency changes made.
• Percentage of changes that were successful at first attempt, second attempt, etc.
• Number of back-outs, with detailled explanations.
• Post-implementation evaluations.
• Percentages of changes closed without subsequent incidents.
• Incidents associated with changes made.
• Number of meetings of CAB with accompanying statistical information: number of attendees, length of meeting, number of changes approved per meeting, etc.