icon beside the Change Number to view more information about the Change Request in the source.The Change Credit Score dashboard enables you to capture the performance of teams, and leaders from the change, incident, or problem execution perspective. This dashboard enables you to view the deductions in credit score for the implemented changes and to view the overall credit score of the team.
Credit score is calculated at a higher level for Assignment Groups whereas deductions are calculated at the task level. For example, if there are any reported incidents or problems after the change implementation, then deductions are applicable and calculated based on the priority of those incidents, or problems.
You can view deductions in terms of issues (Major incidents caused by Change and Problems tasks caused by Change) and delays in releasing the changes. The deductions are based on the delay in releasing these incidents and tasks. You can also drill down further to view the credit score and deductions by Assignment Group Managers.
Using KPIs and metrics, you can review the overall performance of leaders, comparative performance, and areas of improvement.
The Change Credit Score dashboard is used by Managers or Change leaders to answer the following business questions:
The Change Credit Score dashboard consists of the following chapters:
The Change Credit Score Overview chapter enables you to understand the overall change credit score details as of the current date, credit score classified by leader and related assignment groups, and the corresponding deductions scores.
You can use the filter in the dashboard to analyze information related to specific level 3 and level 1 assignment group managers.
The Change Credit Score Overview chapter consists of the following sections:
All the above KPIs provide a comparison with the previous month, display the percentage of increase or decrease of the values, and provide the trend across the last 12 months.
Displays bubble graphs for the credit score of individual Assignment Group Manager Level 1 who are in charge of the incidents and problems caused by the change. You can view the opened changes and change credit score for individual leaders by hovering over the circles in the bubble graph. The size of these circles indicates the number of opened changes and the position of the circle indicates the change credit score value. The colors visually denote the Credit Score values based on the following Performance Category threshold values:
Note: These values are the default out-of-the-box values that are provided and can be configured based on your requirements.
You can also click an Assignment Group Manager in the bubble chart to drill down and view credit scores for assignment groups owned by the Level 1 manager, and to view deductions and scores relevant to the selected manager in the adjacent panels.
Displays the credit score details of the assignment group owned by a specific Assignment Group Manager Level 1. You can view the opened changes and change credit scores for each assignment group. The colors visually denote the Credit Score values based on the default Performance Category threshold values and can be customized to suit your requirements.
You can click a specific assignment group from the bar chart to drill down and view information related to deductions (debit score) for the selected Assignment Group, in the adjacent panes, such as Change Total Deduction, Deduction of Major Incidents, Deduction of Minor incidents, Deduction of Overdue Problem Tasks.
The Key Scores By AG Manager Level 1 or Assignment Group section is driven by the Credit Score By Assignment Group Manager Level 1 and Credit Score By AG sections. After you select the required Level 1 manager or Assignment Group, the corresponding key scores by Assignment Group Manager Level 1/ AG are refreshed, and the following KPIs are displayed:
The Key Deductions By AG Manager Level 1 or Assignment Group section is driven by the Credit Score By Assignment Group Manager Level 1 and Credit Score By AG section. After you select the required leader from the bubble chart or Assignment Group from bar graph, the corresponding key deduction by Assignment Group Manager Level 1/ AG are refreshed and the following KPIs are displayed:
All these deductions impact the Assignment Group of the Change and the Assignment Group of the Problem, which affects the individual tasks.
The Credit Score Details chapter enables you to view detailed information about deductions, such as major incidents, minor incidents, and overdue changes. You can also view details about changes, incidents caused by change, problem tasks caused by change, and a snapshot of historical credit score performance trends.
You can use the filter in this chapter to analyze information related to specific level 3 and level 1 assignment group managers, and assignment group.
The Change Credit Score Details chapter consists of the following sections:
Displays month-wise credit score performance for the last 12 months and also displays the average credit score across months based on the selected filters. You can hover over a specific month to view the credit score and the colors signify the default Performance Category threshold values and can be customized to suit your requirements.
Out-of-the-box, Major Incidents are configured to denote P1 Incidents with priority as 'Critical' and can be configured according to your organizational needs.
The above deductions are averaged out across all the different levels, such as AG Manager Level 3 and 1, and Assignment Group.
Displays details about Change Requests, such as change number, assignee, flag to indicate if a Change has failed or not, and corresponding deductions that impact the credit score of the Change Assignment group.
The Change Details grid uses the Change Failure flag to display all successful and unsuccessful changes that are open or closed in the last 120 days, and which contribute to at least one of the credit score deductions. You can also view details about credit score deductions contributed due to Overdue Changes, Overdue Emergency Changes, Change Type (Normal to Emergency), Major and Minor Incidents caused by Authorized and Unauthorized Change, and Unauthorized Failed Change.
You can select a Change Request to drill down and view major or minor Incidents that are caused by the selected Change and you can click the icon beside the Change Number to view more information about the Change Request in the source.
Interpreting data in the Change Details grid: At an overall Change level, the grid displays only credit score deduction values that are less than or equal to limits that are specified for the deduction, although the calculated deductions can go beyond the specified limit. For example, consider a limit of 20 set on the Major Incident Unauthorized deduction. Now if an Unauthorized Change has 3 Major Incidents, each contributing 10 points, the Change Details grid will display the deduction as 20 although sum of individual deductions is 30.
The limits set on each deduction is preconfigured out-of-the-box and can be modified. By default, all the deductions have a default limit of 0.
This grid is driven by the Change Details grid and displays major and minor Incidents that were caused due to a recent change implementation. The grid displays Incidents that are caused by both authorized and unauthorized Changes and credit score deductions will be charged to Change assignment group. Important: Deductions due to Unauthorized Changes are twice the points deducted for authorized Changes. This is the default configuration and can be modified based on your requirements.
You can also view details, such as Incident number, flag indicating if the Incident is a Major Incident or not, Priority, number of days since the Incident was opened, and the corresponding Incident Deductions contributing toward the change credit score. The Incident Deduction includes both Major and Minor Incidents caused by authorized and unauthorized Changes.
You can click the icon beside the Incident Number to view more information about the Incident in the source.
Interpreting data in the Incidents Caused by Change grid: The deductions displayed in this grid are at the individual Incident level and might not add up to the overall Major or Minor Incident deductions shown in the Change Details grid. This is possible if limits are set on the deduction and the calculated value for that deduction is beyond the specified limit.
Displays details about Problem Tasks that were caused by a Change. You can view corresponding details, such as problem task number, opened date, and due date. You can also view deductions in change credit score for overdue problem tasks and the number of days the problem was overdue.
You can click the icon beside the Problem Task Number to view more information about the Problem Task in the source.
The Change Credit Scorecard chapter provides an overall view of the credit scores for Assignment Group Managers along with details about individual deductions impacting the Change Credit Score.
The scorecard grid also indicates the performance category of a Credit Score based on predefined threshold values. For example, credit scores within 410 to 520 are displayed as 'Needs Improvement'. These values are provided by default and can be configured according to your requirements.
The grid displays all the deductions that are provided out-of-the-box and the Performance Category based on Credit Score Value. However, you can choose only those deductions that you want to consider for Credit Score calculations.
Change Credit Score is then calculated as [Default Base Credit Score - Change Total Deduction] where, base credit score is set to 850. However, there is a Minimum Credit Score specified and Change Credit Score is calculated as:
Change Credit Score = If Actual Credit Score < Minimum Credit Score (300), then Minimum Credit Score, else Actual Credit Score.
Change Total Deduction is a sum of the following individual deductions:
The default base credit score, credit score deduction points, and upper limits for these deductions are preconfigured to a specified value and can be configured based on your business requirements.
The colors for the values in the grid are based on the following threshold values and can be modified:
The values for Best, Medium, and Low CS Deduction thresholds are provided out-of-the-box and can be configured based on your requirements.
The values for Low and Medium CS Success Rate thresholds are provided out-of-the-box and can be configured based on your requirements.
The Planned Changes chapter enables you to analyze a team's upcoming Changes, their severity, derive insights about possible Change failures, and view the credit score of the team assigned to the Change. This will help users to understand the risks involved in Change failures by deriving insights into failure predictions and past credit score performance of the team associated with the Change.
You can use the filter in this chapter to analyze information related to specific level 3 and level 1 assignment group managers.
The Change Plan Start Date filter enables you to view information about changes that are scheduled to be implemented in the specified period. The start and end dates are defaulted to the minimum and maximum dates of the list of Changes planned in the next 12 months. You can modify the date filter by clicking the 
icon.
This section displays a heat map that provides information about Assignment groups, upcoming changes assigned to them, and their credit score performance for the last 12 months.
The squares in the heat map represent the various Assignment Groups and the size of these squares illustrate the number of changes planned in the upcoming period. The colors of the squares denote the performance of assignment groups based on their performance category.
You can hover over the squares to view details about the Change Credit Score for each assignment group and select a specific assignment group to view details about the associated Changes in the Planned Changes grid.
This section displays a bar graph that provides information about assignment groups based on the probability of upcoming Changes being unsuccessful. The bars represent the number of upcoming changes assigned to each assignment group and the colors indicate the failure probability of these changes. The failure probability risk is preconfigured with the following values and can be modified based on your requirement:
You can select a specific Failure Probability risk category in the bar graph to view more details about the associated changes in the Planned Changes grid. You can also hover over a bar to view the Credit Score value.
The Planned Changes grid is driven by either of the previous sections and provides detailed information about the upcoming changes associated with the assignment groups. You can view information, such as Change number, Planned Start Date, description, Change Approval date, type, approval status, state of the Change, recommendation of the CAB, Change category, risk, failure probability, and failure probability risk category.
You can click the icon beside the Change Number to view more information about the Change in the source.
| Metric Name | Description |
|---|---|
| Change Credit Score | Effective Credit Score after reducing all the applicable deductions |
| Change Success Rate | Indicates the monthly success rate for all closed changes |
| Closed Changes | Number of changes that were closed in a month |
| Opened Changes | Number of changes that were opened in a month |
| Change Total Deduction |
Sum of all applicable monthly deductions that impact the Change credit score. |
| CS Category1 | Specifies the concatenated threshold value and name for CS Category 1 that is used in tooltips |
| CS Category2 | Specifies the concatenated threshold value and name for CS Category 2 that is used in tooltips |
| CS Category3 | Specifies the concatenated threshold value and name for CS Category 3 that is used in tooltips |
| CS Category4 | Specifies the concatenated threshold value and name for CS Category 4 that is used in tooltips |
| CS Category5 | Specifies the concatenated threshold value and name for CS Category 5 that is used in tooltips |
| % Deduction of Major Incidents | Percentage of deductions applied on Change Credit Score based on the Major Incidents which are delayed in implementation and that are linked to changes that have been implemented |
| % Deduction of Minor Incidents | Percentage of deductions applied on Change Credit Score based on the Minor Incidents which are delayed in implementation and that are linked to changes that have been implemented |
| % Deduction Overall Overdue Changes | Percentage of deductions applied on Change Credit Score based for both overdue and overdue emergency changes based on the Changes which are past due date of delivery as on date |
| % Deduction of Change Type (Normal to Emergency) | Percentage of deduction on Change Credit Score where the deductions are applied for Changes whose change type has moved from Normal to Emergency over the period of Change lifecycle |
| % Deduction of Change Failure | Percentage deduction of Change credit score based on Change Failure |
| % Deduction of Overdue Problem Tasks | Percentage deductions applied on Change Credit Score based on the Problem Tasks that are delayed in completion and that are caused changes that are already implemented |
| Deduction of Major Incidents |
Deductions applied on Change Credit Score based on the Major Incidents which are delayed in implementation and that are linked to changes that have been implemented. Calculated as a sum of Deduction of Major Incident Caused by Authorized Change and Major Incident Caused by Unauthorized Change |
| Deduction of Minor Incidents |
Deductions applied on Change Credit Score based on the Minor Incidents which are delayed in implementation and that are linked to changes that have been implemented. Calculated as a sum of Deduction of Minor Incident Caused by Authorized Change and Minor Incident Caused by Unauthorized Change |
| Deduction of Overall Overdue Changes |
Limited deductions applied on Change Credit Score based on both overdue and overdue emergency Changes. Overdue Changes are those that are past due date of delivery as on date. Calculated as a sum of Overdue Changes deduction and Overdue Emergency Changes deduction |
| Deduction of Change Type (Normal to Emergency) |
Deductions on Change Credit Score where the deductions are applied for Changes whose change type has moved from Normal to Emergency in the current month. Default value: 50 points |
| Change Failure Deduction |
Deductions applied on Change Credit Score based on Changes that are unsuccessful. Default Value: Change Failure Rate * 850 |
| Overdue Problem Tasks |
Deductions of Overdue Problem Tasks calculated considering actual deduction and deduction limit |
| Deduction of Overdue Changes |
Limited deductions applied on Change Credit Score based on Changes that are past due date of delivery as on date. The deduction points are preconfigured based on the number of overdue days and the default values are:
|
| Overdue Days Past Due Date | Number of days where Changes are past due date. This is the difference between Change closed date or current date and Due date or Planned End date |
| Deduction of Overdue Emergency Change |
Limited deductions applied on Change Credit Score based on Emergency Changes that are past due date of delivery as on date. Default value: 50% of the Overdue Change deduction value |
| Deduction of Major Incidents Caused by Authorized Change |
Deductions applied on Change Credit Score based on the Major Incidents that are linked to authorized changes. The deduction points are preconfigured based on the Incident Age and the default values are:
|
| Deduction of Major Incidents Caused by Unauthorized Change |
Deductions applied on Change Credit Score based on the Major Incidents that are linked to unauthorized changes. Default value = 2x of (Deduction of Major Incidents Caused by Authorized Change) |
| Deduction of Minor Incidents Caused by Authorized Change |
Deductions applied on Change Credit Score based on the Minor Incidents that are linked to authorized changes. The deduction points are preconfigured based on the Incident Age and priority, and the default values are: For minor incidents (P2 priority):
For minor incidents (other than P2 priority):
|
| Deduction of Minor Incidents Caused by Unauthorized Change |
Deductions applied on Change Credit Score based on the Minor Incidents that are linked to unauthorized changes. Default value = 2x of (Deduction of Minor Incidents Caused by Authorized Change) |
| Deduction of Unauthorized Failed Change |
Deductions applied on Change Credit Score based on Unauthorized Changes that are unsuccessful. Default value = 100 points |
| Incident Deduction | Sum of all applicable monthly deductions applied to Change Credit Score based on Major/Minor Incidents caused by Authorized or Unauthorized Changes at an Incident level |
| Time Since Incident Opened (Days) | Age of Incident in days and defined as difference between last extraction date and Incident Opened Date |
| Deduction of Outages Caused by Change |
Deduction applied on Change Credit Score based on the number of outages that were caused by all implemented Changes. The deduction points are preconfigured based on the number of outages and the default values are:
|
| Deduction of Overdue Problem Tasks |
Deductions applied on Change Credit Score based on the Problem Tasks that are delayed in completion and that are caused changes that are already implemented. The deduction points are preconfigured based on the priority of overdue Problem Tasks and the default values are:
|
| Problem Task Overdue Days | Number of days where the Problem Task is past its due date. This is the difference between Problem Task closed date or Last extracted date and Due date |
| Deduction of % Incident Backlog |
Deduction applied on Change Credit Score based on percentage of Incidents that are in backlog. Default values:
|
| Deduction of % Reopened Incident |
Deduction applied on Change Credit Score based on percentage of Incidents that have been reopened. Default values:
|
| Deduction of % Emergency Change Rate |
Deduction applied on Change Credit Score based on percentage of Emergency Changes as compared to the total Changes. Default values:
|
| Deduction of % Change Caused Planned Outage |
Deduction applied on Change Credit Score based on percentage of Changes that have caused planned outages. Default values:
|
| Deduction of % Major Incident Caused by Unplanned Change |
Deduction applied on Change Credit Score based on percentage of Major Incidents that are caused by Unplanned Changes. Default values:
|
| Deduction of % Incident Breached SLA |
Deduction applied on Change Credit Score based on percentage of Incidents that have breached SLA. Default values:
|
| Deduction % of Late Change Rate |
Deduction applied on Change Credit Score based on percentage of Changes that went past their planned end date or due date. Default values:
|
| Deduction of Avg Lead Time |
Deduction applied on Change Credit Score based on the average lead time of Changes implemented in the last 30 days. Default values:
Note: The higher the lead time the lower is the deduction point because Changes with shorter lead time have a small window for CAB review, conflict analysis and awareness. |
| Deduction % of Expedited Change Rate |
Deduction applied to Change Credit Score based on the percentage of Expedited Change Rate. Expedited Changes are Changes whose Change Type is Expedited. Default values:
|
| Actual Change Credit Score | Effective Credit Score after reducing all the applicable deductions from the base credit score |
| Upcoming Changes | Count of all Changes whose planned start date is in the upcoming period |
| Performance Category |
Derived metric calculated at the dashboard level to visually denote the Credit Score performance categories in the dashboard based on the values specified for CS category values and names. Default values:
|
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