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.

% 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 not ...
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% of changes that required restoration of backup
Perentage of changes that required restoration of backup during the implemenation.
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Average change closure duration
Average amount of time (e.g. in days) between the registration of changes and their closure.
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