ITIL Change management
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The task of Change management is to approve and standardize changes made to the IT service, received as a Request for Change (RFC). It is responsible for minimizing the negative influence of changes on the quality of the IT service. Key Performance Indicators
% of outage due to changes (planned unavailability)
Percentage of outage (unavailability) due to implementation of planned changes, relative to the service hours.
% of urgent changes
Number of opened, urgent changes relative to the total number of changes opened in a given time period. This KPI reflects the size of the ...
% of unplanned outage/unavailability due to changes
Percentage of unplanned outage (unavailability) due to the implementation of changes into the infrastructure. Unplanned means that the outage (or part of the outage) was ...
% of backlogged/neglected change requests
Percentage of backlogged change requests. Backlogged change requests are change requests that should have been implemented but due to for example time/cost constraints are still ...
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