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25 Configuration Management And Change Management Metrics You Can't Miss
In today's complex and highly dynamic environment, succeeding in keeping your IT environment and business services running effectively with as little disruptions as possible is not an easy task. So if we do not measure where we are going then we are sure to get somewhere, but probably not where we would like to be. With so many possible metrics to follow, what are the top ones you should follow to succeed in your configuration management, change management, incident management, release management, problem management, availability management key process?
If we do not measure where we are going then we are sure to get somewhere, but probably not where we would like to be.
Below are the key metrics we've identified from the book Metrics for IT Service Management, that you can apply to guide your IT organization to success.
Incident Management
...
... Percentage of incidents resolve by 1st line support
Average time to resolve
First time Right Resolution
Percentage of proactively solved incidents
Configuration Management
Number of unauthorized configurations
Number of incidents from failed changes
Number of breached SLA because of CMDB errors
Learn how to redefine your Configuration Management approach and identify unauthorized configurations at the most granular level.
Change Management
Percentage of failed changes
Number of unauthorized changes
Outages during changes
Percentage of changes on time
Percentage of changes causing incidents
Release Management
Number of incidents caused by releases
Percentage of releases on time
Problem Management
Total number of incidents
Total user downtime
Cost for resolving a problem
Availability Management
Downtime, unavailability of services
Incident resolution time
MTTR
MTBSI (mean time between system incidents)
First fix rate
Risk Management
Percentage of impact to schedule
Amount of cost difference
Amount of resources used
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