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ITIL :: View topic - How to measure Change Mgmt success and value
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How to measure Change Mgmt success and value

 
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bluecat
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Joined: Sep 20, 2012
Posts: 18

PostPosted: Thu Mar 14, 2013 10:49 pm    Post subject: How to measure Change Mgmt success and value Reply with quote

Hi,

In my organization change mgmt is much structured and running well compared to 1 year back. I would like to make a report how chang mgmt created value and how it bring success.

Its bit difficult as it is not like improvement of incident handling time.

Any idea what point take into account?
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UKVIKING
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Joined: Sep 16, 2006
Posts: 3303
Location: London, UK

PostPosted: Fri Mar 15, 2013 2:33 am    Post subject: Reply with quote

Well

How do you know it is different from a year ago ?
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Change Management is POWER & CONTROL. /....evil laughter
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Diarmid
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Joined: Mar 04, 2008
Posts: 1884
Location: Newcastle-under-Lyme

PostPosted: Fri Mar 15, 2013 9:00 am    Post subject: Reply with quote

Maybe it isn't.

Or maybe you did not have reliable measures before from which to make a comparison.

Are there now less incidents during changes?

Are there now less incidents that are consequences of changes?

Are changes more on schedule?

Are there less complaints from people who should have been but were not informed of a change?

Are less changes being abandoned, reworked, rescheduled or reverted?

These are reasonably solid questions.

More ambiguous (as is reduction in time to resolve incidents unless supported by other quality measures) are more changes being completed in the same time and/or with the same resources; are customers reporting an improved service; are changes realising greater benefits?

Also, is change management driving other improvements such as better configuration records, better testing or better customer relations?

What about the power of change reviews? Are they feeding into improvement programs?

If you have collected the data it should be easy to report and if change management has improved the report will be positive.
_________________
"Method goes far to prevent trouble in business: for it makes the task easy, hinders confusion, saves abundance of time, and instructs those that have business depending, both what to do and what to hope."
William Penn 1644-1718
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bluecat
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Joined: Sep 20, 2012
Posts: 18

PostPosted: Mon Mar 18, 2013 11:26 pm    Post subject: Reply with quote

Yes, may be it isn't change as I never measure.
Anway, is really helpful guide. Thanks a million Diarmid.
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colleague
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Joined: Jul 03, 2013
Posts: 2

PostPosted: Wed Jul 03, 2013 8:05 pm    Post subject: why? Reply with quote

I am curious to know, what was the reason your organisation implemented or more likely adopted CM? Surely "they" had an is an expected result.
Also, there should be a business case that "sells" the value of CM to upper management / stakeholders.
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