KPIs Change Management

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KPI's Change Management

ITIL Process: ITIL 2011 Service Transition - Change Management

Source: Key Performance Indicators for ITIL Change Management from the ITIL Process Map

→ back to: ITIL Key Performance Indicators



Key Performance Indicator (KPI) Definition
Number of Major Changes
  • Number of major changes assessed by the CAB (Change Advisory Board)
Number of CAB Meetings
  • Number of CAB (Change Advisory Board) meetings
Time for Change Approval/ Rejection
  • Average time from registering an RFC with Change Management until a decision on the RFC is reached (i.e. until it is either approved or rejected)
Change Acceptance Rate
  • Number of accepted vs. rejected RFCs
Number of Emergency Changes
  • Number of Emergency Changes assessed by the ECAB (Emergency Change Advisory Board)