{"id":18305,"date":"2024-07-26T10:12:10","date_gmt":"2024-07-26T10:12:10","guid":{"rendered":"https:\/\/www.walkme.com\/blog\/?p=18305"},"modified":"2024-07-26T10:12:10","modified_gmt":"2024-07-26T10:12:10","slug":"change-management-metrics","status":"publish","type":"post","link":"https:\/\/www.walkme.com\/blog\/change-management-metrics\/","title":{"rendered":"20 ITIL Change Management Metrics"},"content":{"rendered":"\n<p>Change management metrics for ITIL are different from other change management metrics.<\/p>\n\n\n\n<p>The change models that focus on people \u2013 such as <a href=\"https:\/\/www.walkme.com\/blog\/adkar\/\" target=\"_blank\" rel=\"noreferrer noopener\">ADKAR<\/a> and the <a href=\"https:\/\/www.walkme.com\/blog\/kotter-change-model\/\" target=\"_blank\" rel=\"noreferrer noopener\">Kotter<\/a> model \u2013 don\u2019t have much in common with ITIL\u2019s change process.<\/p>\n\n\n\n<p>This is because ITIL has a more specific scope.<\/p>\n\n\n\n<p>So it stands to reason that ITIL change management metrics are also more specific.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>ITIL vs. Change Management<\/strong><\/h2>\n\n\n\n<p>ITIL change management focuses on processes, not people.<\/p>\n\n\n\n<p>That is, <a href=\"https:\/\/www.axelos.com\/best-practice-solutions\/itil\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">ITIL belongs to IT services management (ITSM)<\/a>. And since ITSM focuses on IT service deliveries to customers, ITIL strictly focuses on changes to those services.<\/p>\n\n\n\n<p>\u201cChange management\u201d as a whole, however, includes other types of organizational and business changes.<\/p>\n\n\n\n<p>These can include structural, organizational, cultural, and hierarchical changes.<\/p>\n\n\n\n<p>In ITIL, though, the main concern is about service deliveries.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>What ITIL Is and Does<\/strong><\/h2>\n\n\n\n<p>Because of that, its metrics also focus on improving IT service delivery.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img height=\"499\" width=\"1024\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2024\/07\/Pro-tip_2266a376.jpg?w=1024&#038;h=499&#038;crop=1\" alt=\"Pro tip\" class=\"wp-image-18307\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2024\/07\/Pro-tip_2266a376.jpg 1200w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2024\/07\/Pro-tip_2266a376.jpg?resize=300,146 300w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2024\/07\/Pro-tip_2266a376.jpg?resize=1024,499 1024w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2024\/07\/Pro-tip_2266a376.jpg?resize=740,360 740w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>ITIL is a streamlined pipeline \u2013 it is a process-oriented change funnel that aims to minimize business impacts, reduce risk, and optimize change processes.<\/p>\n\n\n\n<p>Let\u2019s quickly review what ITIL is and does:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>ITIL streamlines the change process for customer-facing IT services<\/li>\n\n\n\n<li>It does this by standardizing procedures for requesting, reviewing, implementing, and evaluating changes<\/li>\n\n\n\n<li>The ITIL change management framework provides guidelines for requests that include how requests should be submitted, handled, prioritized, and implemented<\/li>\n\n\n\n<li>It also provides guidelines for which parties are involved \u2013 such as requestors, Change Advisory Boards (CABs), and so on<\/li>\n<\/ul>\n\n\n\n<p>The exact implementation of ITIL varies from company to company.<\/p>\n\n\n\n<p>But ITIL best practices provide businesses with a usable, useful framework for IT services change management.<\/p>\n\n\n\n<p>Change management metrics for ITIL will naturally focus on measuring performance, reducing errors, and improving processes.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>20 ITIL Change Management Metrics<\/strong><\/h2>\n\n\n\n<p>In ITIL\u2019s case, optimizing the <a href=\"https:\/\/www.walkme.com\/blog\/change-management-process-aspects\/?t=21&amp;camp=change\" target=\"_blank\" rel=\"noreferrer noopener\">process of change management<\/a> is a main concern.<\/p>\n\n\n\n<p>Another is adherence to procedures \u2013 after all, in any large organization, deviations from standardized procedures do occur.<\/p>\n\n\n\n<p>One purpose of establishing metrics is to spot deviations and minimize them.<\/p>\n\n\n\n<p>Let\u2019s look at a few ITIL metrics now:<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img height=\"474\" width=\"1024\" decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2024\/07\/Key-ITIL-Change-Management-Metrics__566a3765.jpg?w=1024&#038;h=474&#038;crop=1\" alt=\"Key ITIL Change Management Metrics_\" class=\"wp-image-18308\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2024\/07\/Key-ITIL-Change-Management-Metrics__566a3765.jpg 1200w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2024\/07\/Key-ITIL-Change-Management-Metrics__566a3765.jpg?resize=300,139 300w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2024\/07\/Key-ITIL-Change-Management-Metrics__566a3765.jpg?resize=1024,474 1024w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Total Number of Changes Requested. The total number of change requests during a given timeframe.<\/li>\n\n\n\n<li>Number \/ Rate of Changes Rejected. The number (or rate, as a percentage) of change requests that were rejected during a given time frame.<\/li>\n\n\n\n<li>Number of Unauthorized Changes. The total amount of changes that were implemented without authorization.<\/li>\n\n\n\n<li>Number of Successful Change Implementations. The number of changes that were requested, approved, and implemented successfully.<\/li>\n\n\n\n<li>Rate of Failed Changes. The number of changes that were requested, approved, but failed to be implemented.<\/li>\n\n\n\n<li>Rate of Service Outages Due to Changes. The number of service interruptions that occurred as a result from change implementations.<\/li>\n\n\n\n<li>Number of Changes Backlogged. The number of changes in a backlog at a given time, which can be averaged and measured against different time periods.<\/li>\n\n\n\n<li>Average Time to Implementation. How long changes take, on average, to complete.<\/li>\n\n\n\n<li>Number \/ Rate of Urgent Change Requests. Measurements of the number (or rate, as a percentage) of urgent change requests, versus the total number of change requests.<\/li>\n\n\n\n<li>Number \/ Rate of Major Change Requests. The number (or percentage) of major change requests, versus the total number of change requests.<\/li>\n\n\n\n<li>Number \/ Rate of Emergency Changes. The number of emergency changes versus the total number of changes.<\/li>\n\n\n\n<li>Number of Change-Related Incidents. The number of incidents that were related to ITSM changes.<\/li>\n\n\n\n<li>Number of CAB Meetings. The number of meetings by the Change Advisory Board.<\/li>\n\n\n\n<li>Average Time to Approval \/ Rejection. How long, on average, changes take to be approved or rejected.<\/li>\n\n\n\n<li>Change Acceptance Rate. The percentage of changes that are accepted.<\/li>\n\n\n\n<li>Overdue Change Rate. The amount of changes, as a rate or a number, that are overdue.<\/li>\n\n\n\n<li>Number \/ Rate of Changes Initiated by Customers. The number or percentage of changes that are initiated by customers, rather than from within the IT department or the business.<\/li>\n\n\n\n<li>Ratio of Change-Related Incidents to Total Number of Incidents. The number of incidents caused by ITSM changes versus the total number of incidents.<\/li>\n\n\n\n<li>Number \/ Percentage of Incidents Related to Deficient Documentation. The number or rate of incidents caused by poor documentation.<\/li>\n\n\n\n<li>Ratio of Changes Performed During Business Hours to Total Number of Changes. Ratio of changes performed within service windows, versus without.<\/li>\n<\/ul>\n\n\n\n<p>These metrics are 20 of the most helpful ITIL change management metrics.<\/p>\n\n\n\n<p>Naturally, a given company may create others, or they may wish to focus on certain types of metrics.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Final Thoughts<\/strong><\/h2>\n\n\n\n<p>ITIL is <a href=\"https:\/\/www.walkme.com\/blog\/3-change-management-models\/?t=21&amp;camp=change\" target=\"_blank\" rel=\"noreferrer noopener\">a framework for change<\/a> designed to optimize IT service delivery, mitigate risks, and minimize service problems.<\/p>\n\n\n\n<p>These metrics will help any IT services department deliver better IT services and make the most of their ITIL change management process.<\/p>\n\n\n\n<p>Bear in mind that <a href=\"https:\/\/www.axelos.com\/news\/blogs\/september-2016\/itil-misconceptions-itil-is-standard-to-adhere-to\" target=\"_blank\" rel=\"noreferrer noopener nofollow\">ITIL is a set of guidelines<\/a> \u2013 not a prescriptive framework.<\/p>\n\n\n\n<p>Each company should implement ITIL in its own way and choose metrics based on its own situation.<\/p>\n\n\n\n<p>These 20 metrics offer a great place to start.<\/p>\n","protected":false},"excerpt":{"rendered":"Change management metrics for ITIL are different from other change management metrics. The change models that focus on people \u2013<span class=\"moretag\">&#8230;<\/span>","protected":false},"author":246,"featured_media":18306,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"mobile_image_id":0,"tablet_image_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[359],"tags":[],"class_list":["post-18305","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-change-management"],"acf":{"__coauthors":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>20 ITIL Change Management Metrics<\/title>\n<meta name=\"description\" content=\"Change management metrics are critical to keep you informed about the health of your change initiatives. 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