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Change Performance Scorecard

The Change Performance Scorecard dashboard provides insights on various parameters that can be used to gauge your organization's performance with respect to Change service delivery. The insights provided in this dashboard can equip Business Leaders to identify gaps in their Change management process and performance, which help them take remedial actions to improve service delivery.

As an IT manager, you can use this dashboard and find answers to some of the following business scenarios:

How are my various Change teams performing with respect to implementing Changes? Can I measure them based on some of the commonly used Change metrics, such as Change Success Rate, Change Backlog, Closed Emergency Changes, and so on?
What percentage of Changes are high impact Changes and which Configuration Items (CIs) are associated to these Changes?
What is the distribution of Changes across various Change states?

This dashboard is built using the Change iCube and fetches data based on the filter specified for this iCube. Refer to the respective iCube topic for more details about the filter.

Further, you can use the Date filter in this dashboard to view the Change data that pertains to the specified From and To dates.

The Change Performance Scorecard dashboard consists of the following sections:

How is each group performing in regards to change management?

Displays a grid that provides information about various Change metrics to help you analyze how various teams are performing with respect to Change management. You can use the Date filter to narrow down your analysis to a specific period and analyze assignment groups based on the following parameters:

Change Backlog: Displays the total number of Changes created during the specified period that are currently in the Open state.
Open CHG Avg Age (Days): Displays the average age of Open changes created during the specified period.
Opened Changes: Displays the total number of Changes that are created during the specified period.
Closed Changes: Displays the total number of Changes that were created at any given point but are closed during the specified period.
Change Closure Rate: Displays the percentage ratio of Changes closed as compared to Changes created during the specified period.
Note: If the number of opened Changes during a specified period is 0, the value for Closure Rate is displayed as 0.
Change Success Rate: Displays the percentage ratio of successful Changes as compared to Changes closed during the specified period.
Unsuccessful changes: Displays the total number of closed Changes that are unsuccessful during the specified period.
Avg. CHG Adv. Notice Time (Days): Displays the average advance notice time for Changes calculated as the difference between date when the change request was opened and planned start date of the change request.
Cancelled Changes: Displays the total number of Changes created during the specified period with current state as cancelled.
Change Cancellation Rate: Displays the percentage ratio of Changes cancelled as compared to Changes created during the specified period.
Note: If the number of opened Changes during a specified period is 0, the value for Cancellation Rate is displayed as 0.
Closed Emergency Changes: Displays the total number of closed Changes during the specified period that are of type Emergency and required immediate action.
Closed Emergency CHG Rate: Displays the percentage ratio of Changes closed that required immediate action as compared to Changes closed during the specified period.

Some of the Change metrics in this grid have threshold values applied based on percentile distribution, to visually denote values that indicate poor Change management. The following table lists the Change metrics, their default threshold values, and the colors that signify each threshold range:

Metrics	Green	Light Green	Amber	Orange	Red	Gray
Open CHG Avg Age (Days) (calculated based on percentile rank)	<=20%	>20% and <=40%	>40% and <=60%	>60% and <=80%	>80% and <=100%	No Update
Change Closure Rate (calculated based on percentile rank)	>80% and <=100%	>60% and <=80%	>40% and <=60%	>20% and <=40%	<=20%	No Update
Avg. CHG Adv. Notice Time (Days) (calculated based on percentile rank)	>80% and <=100%	>60% and <=80%	>40% and <=60%	>20% and <=40%	<=20%	No Update
Change Cancellation Rate (calculated based on percentile rank)	<=20%	>20% and <=40%	>40% and <=60%	>60% and <=80%	>80% and <=100%	No Update
Closed Emergency CHG Rate (calculated based on percentile rank)	>80% and <=100%	>60% and <=80%	>40% and <=60%	>20% and <=40%	<=20%	No Update

Tip: Green color indicates best performance and red color indicates worst performance. Also, null values for the above metrics are denoted in gray color and displays a 'No Update' label.

Note: These threshold values are the default out-of-the-box values and can be configured based on your requirements. Contact the Digital.ai support team to modify these configurations.

You can click an Assignment Group in the grid to drill down and view information specific to the selected Assignment Group in the remaining panels.

What is the trend of previous and future planned changes?

Displays a monthly trend of Changes based on the date when work is expected to start. The bar graphs are categorized based on the Change state and the colors depict the number of Changes in each state. For example, for a given month the report provides information on the number of Changes currently in a particular state.

The information in this report is driven by the Date filter and by the Assignment Group selection made in the previous report.

What are the most common change impact?

Displays the impact of Changes with level Low, Medium and High that are opened during the specified date filter along with the number of Closed Changes associated with each impact type, and the percent to total comparison of Closed Changes across all impact type.

Note: This report considers the current change impact of all Changes that are opened during the specified time filter. For example, consider that the date filter is set to display data between January 1, 2020 to March 31, 2020. Now, a Change that was opened on January 10, 2020 moved to the Closed/Resolved state on June 1, 2020 with an appropriate change impact. Since the Change was opened during the specified dates, the change impact is considered and displayed in this report. However, the Change is not considered as part of the Closed Changes count.

The information in this report is driven by the Date filter and by the Assignment Group selection made in the previous report.

What are the most common CIs?

Displays the Configuration Items (CIs) associated with Changes that are opened during the specified date filter along with the number of Closed Changes associated with each CI, and the percent to total comparison of Closed Changes across all CIs sorted in descending order.

Note: This report considers the CIs of all Changes that are opened during the specified time filter. For example, consider that the date filter is set to display data between January 1, 2020 to March 31, 2020. Now, a Change that was opened on January 10, 2020 moved to the Closed state on June 1, 2020. Since the Change was opened during the specified dates, the CI is considered and displayed in the report. However, the Change is not considered as part of the Closed Changes count.

The information in this report is driven by the Date filter and by any selections made in the previous reports, excluding What is the trend of previous and future planned changes.

What are the associated change details?

Displays detailed information about Changes, such as Change number, Opened and Closed date, Planned Start and End date, Description, CI, Assignment group, and Person associated with the Change, Service department, Priority, Impact, State, type, Failure flag and Change advance notice time (difference in days between opened date and planned start date). You can also click the icon against a Change to launch the corresponding source system and view more details.

The information in this report is driven by the Date filter and by any selections made in the previous reports, excluding What is the trend of previous and future planned changes.

Objects used in this chapter

This section lists all the attributes and metrics that have been used to build the reports in this dashboard:

Attributes

Attribute Name	Description
Assignment Group	Group/team of people primarily responsible for working on the change request
Calendar Month	Gregorian calendar month
State	State of the change request
Impact	Impact of the Change Request Configuration item
Configuration item	CI associated with the Change Request
Change Number	Unique identifier (number) for the Change Request
Service (Department)	Service (Department) name of the person who requested for the Change Request
Short Description	Short Description for the change request
Type	Type of the Change Request
Opened Date	Date on which the change request was opened
Planned Start Date	Planned date for start of work on the change request
Planned End Date	Planned date for end of work on the change request
Closed Date	Date on which the Change Request was closed
Priority	Priority of the Change Request
Failure Flag	Flag to indicate if the change request is a failed change request
Assigned To	Person primarily responsible for working on the Change Request

Metrics

Metric Name	Description	Formula
Change Backlog	No of backlog Change requests	Count([Open Count])<[Backlog]>
Open CHG Avg Age (Days)	Avg age of changes that are in open state	(([Change Age (Days) - Backlog] / [Opened Changes]))
Opened Changes	Number of change requests opened within a specific time period	Count([Open Count])
Closed Changes	Number of Change Requests closed within a period of time	Count([Closed Count])
Change Closure Rate	Ratio of Closed Changes to Open Changes	(([Closed Changes] / [Opened Changes]))
Change Success Rate	Percentage of Closed Changes flagged as Successful	[Successful Changes] / [Closed Changes]
Unsuccessful Changes	Total number of unsuccessfully closed Change Requests	Count([Closed Count])<[Change UnSuccessful]>
Avg. CHG Adv. Notice Time (Days)	Average advance notice time (in days) for Changes calculated as the difference between Opened Date and Planned Start Date.	(([Change Advance Notice Time (Days)] / [Opened Changes]))
Cancelled Changes	Total number of Changes that are in the Cancelled state.	Count([Open Count])<[Change State Cancelled]>
Change Cancellation Rate	Ratio of Cancelled Changes to Opened Changes	(([Cancelled Changes] / [Opened Changes]))
Closed Emergency Changes	Total number of Closed Changes with type as Emergency.	Count([Closed Count])<[Emergency & Closed]>
Closed Emergency CHG Rate	Ratio of Closed Emergency Changes to Closed Changes.	(([Closed Emergency Changes] / [Closed Changes]))
Changes by Planned Start Date	Total number of change requests that are planned to start on a specific date	Count([Planned Start Count])<[Change - Months between -24 and 12]>
Percent to Total	Percentage of Closed Changes in relation to each record of a selected attribute as compared to the total number of Closed Changes across the attribute	[Closed Changes]/Sum([Closed Changes])
CHG Adv. Notice Time (Days)	Advance notice time (in days) for Changes calculated as the difference between Opened Date and Planned Start Date.	Sum(([Change Advance Notice Time] / 86400.0))