25 Configuration Management And Change Management Metrics You Can't Miss

By Author: Sasha Gilenson
Total Articles: 1
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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