{"id":6636,"date":"2016-10-11T18:02:34","date_gmt":"2016-10-11T18:02:34","guid":{"rendered":"https:\/\/multiacademstg.wpengine.com\/20000academy\/?p=6636"},"modified":"2025-03-07T11:13:14","modified_gmt":"2025-03-07T11:13:14","slug":"how-to-measure-change-management-efficiency-according-to-itil","status":"publish","type":"post","link":"https:\/\/advisera.com\/20000academy\/blog\/2016\/10\/11\/how-to-measure-change-management-efficiency-according-to-itil\/","title":{"rendered":"How to measure Change Management efficiency according to ITIL"},"content":{"rendered":"<p>A desire for efficiency is deeply rooted in most of the professionals I\u2019ve met. And that\u2019s logical, because to be professional, but inefficient\u2026 well, that doesn\u2019t make sense. <a href=\"https:\/\/advisera.com\/20000academy\/what-is-itil\/\" target=\"_blank\" rel=\"noopener noreferrer\">ITIL<\/a>\u00a0provides a framework for IT Service Management (ITSM) excellence, i.e., efficiency. Change Management is one of the most important processes within the scope of ITIL, because inefficiency in the Change Management process will have far-reaching consequences visible by the customers. Read the article <a href=\"https:\/\/advisera.com\/20000academy\/blog\/2016\/06\/21\/5-benefits-of-itil-change-management-implementation\/\">5 benefits of ITIL Change Management implementation<\/a>\u00a0to learn more about the influence of the Change Management process on the organization\u2019s business.<\/p>\n<p>Here we get to the issue \u2013 how do we measure the efficiency? And, first of all, why do we measure it; i.e., what is the motivation to invest resources (like people\u2019s time and money) in the measurement of Change Management efficiency? Let\u2019s see in more detail.<\/p>\n<h2>Why measure?<\/h2>\n<p>ITIL, as a framework, provides a pretty good theory as a basis for measurements. Here are the reasons, i.e., motivation for measuring something:<\/p>\n<ul>\n<li>To validate \u2013 to be sure whether your decision was correct (e.g., to check whether the desired effect of a change has been achieved)<\/li>\n<li>To direct \u2013 to direct your activities in the desired direction (often used by Change Management to manage change implementation)<\/li>\n<li>To justify \u2013 to get evidence or proof (e.g., to measure the activity of a certain system and compare it with the future state)<\/li>\n<li>To intervene \u2013 to identify a point of intervention (e.g., once you see that change implementation won\u2019t be achieved within the required timeframe, you should start a remediation procedure)<\/li>\n<\/ul>\n<p>There is one more thing you need to make clear inside your ITSM organization \u2013 who is responsible. If you are a smaller organization, most probably you have a single Change Manager, and that\u2019s the person responsible for measurements. In a larger organization, there are situations when you have several Change Managers (e.g., if there are a lot of changes, usually there are smaller ones that need to be implemented in a short period of time). In that case, you will have a process owner who will be responsible for ensuring that measurements are taken, and who will decide what to do with them (usually passing the activities to Change Managers).<br \/>\n<div id=\"middle-banner\" class=\"banner-shortcode\"><\/div><script>loadMiddleBanner();<\/script><br \/>\n<div id=\"side-banner-trigger\" class=\"banner-shortcode\"><\/div><\/p>\n<h2>How do we measure?<\/h2>\n<p>There is one thing we need to make clear \u2013 there is no instrument or software that takes the measurements we are talking about here. Compare Change Management with, e.g., the <a href=\"https:\/\/advisera.com\/20000academy\/iso-20000-documentation-toolkit\/?rel=resolution-and-fulfillment-processes&amp;doc=incident-management-process\" target=\"_blank\" rel=\"noopener\">Incident Management process<\/a>. If you want to measure the efficiency of Incident Management, you can simply measure how much time you need to resolve an incident. Meaning, how much time passed from the moment when the incident record (or, as many people name it \u2013 ticket) was created until the technician resolved the ticket, i.e., implemented a permanent or temporary solution and set the incident status as Resolved?<\/p>\n<p>Change Management is a bit different. Measuring the time from when a <a href=\"https:\/\/advisera.com\/20000academy\/iso-20000-documentation-toolkit\/?rel=service-design-build-and-transition-processes&amp;doc=request-for-change-and-change-record\" target=\"_blank\" rel=\"noopener\">Request for Change<\/a>\u00a0(trigger for change) is received until the change is implemented sounds simple. But, it\u2019s not like that. Namely, before a change goes into implementation, it needs to be evaluated and analyzed. That can take time (which is hard to predict, because it is change-specific). Further on, when change implementation begins \u2013 it\u2019s usually a project in itself, and every implementation is different from the previous one. Therefore, it\u2019s hard to define the \u201cstandard time for change implementation\u201d and measure the change team\u2019s efficiency according to it.<\/p>\n<p>So, what can be done? The <a href=\"https:\/\/advisera.com\/20000academy\/iso-20000-documentation-toolkit\/?rel=service-design-build-and-transition-processes&amp;doc=change-management-process\" target=\"_blank\" rel=\"noopener\">Change Management process<\/a>\u00a0usually uses Critical Success Factors (CSF \u2013 it\u2019s your description of success) and respective Key Performance Indicators (KPI \u2013 it\u2019s how you measure whether a CSF has been achieved) to measure efficiency. To define CSFs and their KPIs, focus on what you need to achieve (your CSF) and how to prove whether your goal has been achieved (KPI \u2013 that\u2019s something you can measure, count, or use some other method to get the exact figure). See the table below to get a feeling for what it means in the real world.<\/p>\n<table class=\"table\" style=\"text-align: left; width: 100%;\" border=\"0\" cellspacing=\"2\" cellpadding=\"2\">\n<thead>\n<tr>\n<td style=\"width: 50%;\">CSF<\/td>\n<td style=\"width: 50%;\">KPI<\/td>\n<\/tr>\n<\/thead>\n<tbody>\n<tr>\n<td style=\"vertical-align: top;\" rowspan=\"4\">Efficiency in change implementation<\/td>\n<td>Increase in number of changes implemented without invocation of remediation procedure<\/td>\n<\/tr>\n<tr>\n<td>Decrease in number of incidents that are the result of change implementation<\/td>\n<\/tr>\n<tr>\n<td>Decrease in time when service was unavailable<\/td>\n<\/tr>\n<tr>\n<td>Decrease in number of failed changes<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<p style=\"text-align: center;\"><em><span style=\"font-size: 14px;\">Table: Example of CSF and KPIs<\/span><\/em><\/p>\n<p>As you can see from the example, your first impression when measuring the efficiency of Change Management is descriptive, but at the end you will have exact figures in front of you. That\u2019s good, because you are not working with someone\u2019s opinion or impression, and your management will like that, too.<\/p>\n<h2>And\u2026 what\u2019s next?<\/h2>\n<p>One thing is to know the facts (i.e., the result of the measurements), but the other thing is \u2013 what to do with it. Improve! Now you have hard facts and you can make sound decisions in order to be better, i.e. more efficient.<\/p>\n<p>As with any other process, by measuring the efficiency of the <a href=\"https:\/\/advisera.com\/20000academy\/iso-20000-documentation-toolkit\/?rel=service-design-build-and-transition-processes&amp;doc=change-management-process\" target=\"_blank\" rel=\"noopener\">Change Management process<\/a>, you know where you are. Assuming you know where you want to be (meaning, having a goal) \u2013 it\u2019s easy to define in which direction to go. Getting back to the reality \u2013 KPIs and measurements will provide valuable information as to how good, or bad, your Change Management is. After that \u2013 it\u2019s up to you to make it right, or not. And, don\u2019t forget \u2013 the stakes are big, sometimes life and death.<\/p>\n<p><em>To implement ISO 20000 easily and efficiently, use our<\/em> <a href=\"https:\/\/advisera.com\/20000academy\/iso-20000-documentation-toolkit\/\" target=\"_blank\" rel=\"noopener\">ISO 20000 Documentation Toolkit<\/a> <em>that provides step-by-step guidance for full ISO 20000 compliance.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>A desire for efficiency is deeply rooted in most of the professionals I\u2019ve met. And that\u2019s logical, because to be professional, but inefficient\u2026 well, that doesn\u2019t make sense. ITIL\u00a0provides a framework for IT Service Management (ITSM) excellence, i.e., efficiency. Change Management is one of the most important processes within the scope of ITIL, because inefficiency &#8230;<\/p>\n","protected":false},"author":32,"featured_media":6637,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[351,487,344,547,235],"class_list":["post-6636","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","tag-change-management","tag-efficiency","tag-itil","tag-kpi","tag-measurement"],"acf":[],"_links":{"self":[{"href":"https:\/\/advisera.com\/20000academy\/wp-json\/wp\/v2\/posts\/6636","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/advisera.com\/20000academy\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/advisera.com\/20000academy\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/advisera.com\/20000academy\/wp-json\/wp\/v2\/users\/32"}],"replies":[{"embeddable":true,"href":"https:\/\/advisera.com\/20000academy\/wp-json\/wp\/v2\/comments?post=6636"}],"version-history":[{"count":3,"href":"https:\/\/advisera.com\/20000academy\/wp-json\/wp\/v2\/posts\/6636\/revisions"}],"predecessor-version":[{"id":18193,"href":"https:\/\/advisera.com\/20000academy\/wp-json\/wp\/v2\/posts\/6636\/revisions\/18193"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/advisera.com\/20000academy\/wp-json\/wp\/v2\/media\/6637"}],"wp:attachment":[{"href":"https:\/\/advisera.com\/20000academy\/wp-json\/wp\/v2\/media?parent=6636"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/advisera.com\/20000academy\/wp-json\/wp\/v2\/categories?post=6636"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/advisera.com\/20000academy\/wp-json\/wp\/v2\/tags?post=6636"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}