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Change Management KPIs

Key Performance Indicators (KPIs) help you evaluate your Change Management processes. This evaluation can include looking at trends by creating a graph of KPI data. In addition to the data Service Management provides, you may need additional tools to report on all of your KPI requirements.

The following table describes the available KPIs.

Note The data displayed in KPI analytics is not restricted by the domains assigned to the source data.


ITIL V3 recommends that you measure these performance indicators for Change Management:

  • Number of changes to services that met customer requirements. For example, quality, cost, and time expressed as a percentage of all changes.
  • Benefits of change, expressed as the value of improvements made, added to the value of negative impacts prevented or terminated, and compared with the costs of the change process.
  • Reduced disruptions to services, defects, and rework caused by inaccurate specifications and poor or incomplete impact assessment.
  • Reduced number of unauthorized changes.
  • Reduced backlog of change requests.
  • Reduced percentage of unplanned changes and emergency fixes.
  • Change success rate: the percentage of approved changes.
  • Reduced number of changes where remediation is required.
  • Reduced number of failed changes.
  • Average time to implement based on urgency, priority, and change type.
  • Incidents attributable to changes.
  • Percentage of accuracy in change estimates.


COBIT 4.1 recommends that you measure these performance indicators:

  • Number of disruptions or data errors caused by inaccurate specifications or incomplete impact assessment.
  • Amount of rework caused by inadequate change specifications.
  • Reduced time and effort required to make changes.
  • Percent of total changes that are emergency fixes.
  • Percent of unsuccessful changes to the infrastructure due to inadequate change specifications.
  • Number of changes not formally tracked, reported, or authorized.
  • Number of backlogged change requests.
  • Percent of changes recorded and tracked with automated tools.
  • Percent of changes that follow formal change control processes.
  • Ratio of accepted to refused change requests.
  • Number of different versions of each business applications or infrastructure being maintained.
  • Number and type of emergency changes to the infrastructure components.
  • Number and type of patches to the infrastructure components.

RACI Matrix KPIs

The Responsible, Accountable, Consulted, and Informed (RACI) matrix describes the roles and responsibilities of various teams or people in delivering a project or operating a process. RACI measures the following performance indicators, where:

  • R=Responsible person
  • A=Accountable person
  • C=Consulted person
  • I=Informed person

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