How can you measure and report IT change success rate?

1 What is IT change success rate?

IT change success rate is a metric that indicates how well an IT change meets its objectives and satisfies its stakeholders. It can be calculated by dividing the number of successful IT changes by the total number of IT changes in a given period. A successful IT change is one that is completed on time, within budget, and with minimal or no errors, incidents, or complaints. A high IT change success rate implies that your IT change management process is effective and efficient, and that your IT changes are aligned with your business goals and customer needs.

2 Why is IT change success rate important?

IT change success rate is important because it helps you evaluate the performance and quality of your IT service delivery, and identify the areas of improvement and best practices. It also helps you communicate the value and impact of your IT changes to your senior management, sponsors, and customers, and justify your IT investments and resources. Furthermore, it helps you foster a culture of continuous improvement and learning, and increase the trust and satisfaction of your IT stakeholders.

3 How to measure IT change success rate?

To measure IT change success rate, you need to define and collect relevant data and indicators for your IT changes. Such sources may include IT change records, IT service metrics, IT incident records, and IT change feedback. You can use various tools and methods to collect and analyze this data, such as IT service management software, surveys and interviews, and benchmarking and auditing. The IT change records should capture the details and status of each IT change, such as the type, scope, priority, schedule, cost, risk, owner, approval, implementation, and closure. The service metrics should track the performance and quality of your services such as availability, reliability, capacity, security, and customer satisfaction. The incident records should log the issues and problems that occur in your services such as type, severity, impact, root cause, resolution, and recovery time. Finally the feedback should be gathered from stakeholders such as requesters, approvers, implementers, users and customers on their satisfaction with the changes.

4 How to report IT change success rate?

Presenting and communicating data and indicators in a clear, concise, and meaningful way is essential for reporting IT change success rate. To do this effectively, you should use visual aids such as charts, graphs, tables, and icons to display your data. Additionally, stories and narratives can be used to explain the context and significance of your data, and to highlight the achievements and challenges of your IT changes. Finally, recommendations and actions can provide guidance and direction for your IT stakeholders, as well as encourage continuous improvement and learning.

5 How to improve IT change success rate?

To improve IT change success rate, you need to constantly monitor and review your IT change management process and outcomes, and implement corrective and preventive actions. Aligning your IT changes with your business strategy and customer needs is key, as is involving your IT stakeholders in the process. It is also important to follow a standard and consistent IT change management process that covers the entire lifecycle, from initiation to closure. Implementing IT change management best practices and frameworks such as ITIL or COBIT can provide guidelines, principles, and practices for managing your IT changes effectively and efficiently. Finally, learning from your IT change experience and feedback can help identify gaps and opportunities for improvement, as well as enhance your IT change performance and quality.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?