Change Management Metric List

The following table lists the Change Management metrics.

Refer to Incident Management Business Logic Modules for in depth description of the business logic modules associated with this service level template.

Metric Name	Description
Average change resolution time	Measures the average length of a change process. Measures the process efficiency.
Number of incidents caused by improper implementation of change	Currently not implemented.
Percent of changes reopened	Measures the rate of changes that were reopened. These measures reflect Change Management efficiency level.
Percent of changes resolved on time	Rate of changes resolved according to the customer expectations. Measures change success rate.
Percent of changes resolved on time, in business days	Rate of changes resolved according to the customer expectations measured in business days. Sensitive to change request location time slot and time zone.
Percent of changes resolved on time, on the same day	Rate of changes resolved on the same day, according to the customer expectations. Sensitive to change request location time slot and time zone.
Percent of changes responded on time	Rate of changes responded to, according to the customer expectations.
Percent of incidents escalated to changes	Currently not implemented.
Total number of changes closed	Number of changes closed in pipeline.
Total number of changes in process	Number of changes currently in process.
Total number of changes opened	Number of changes in pipeline. Measures Change Management workload.