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Tuesday, March 13, 2012

Challenges & Key Metrics used in Change Management

Now that we know what change management is, how a change is implemented etc., it is time to know about the Challenges faced by the change management process and the metrics that can be used to measure the effectiveness of the same.

Challenges in Change Management

In trying to establish effective Change Management, the following challenges are commonly encountered:
• Inaccurate configuration details leading to poor evaluation and higher risk of change failure.
• The process is defined in, or perceived as, an over-bureaucratic way that hinders effective operation of IT and its services.
• People bypass the process (especially if it is seen to be bureaucratic).
• Too many changes are treated as emergencies.
• Accountability for changes isn’t clearly defined leading to poor quality and compliance.
• Striking the right balance between stable production and being responsive to business needs

Metrics Used To Measure Change Management Effectiveness

The following are the measures that indicate successful, or at least improving, Change Management process:
• Increasing number of implemented changes meeting the customer’s agreed requirements.
• A reduction in the number of disruptions to services, defects and rework caused by ‘poor’ changes
• A reduction in the number of unauthorized changes.
• A reduction in the number and percentage of unplanned changes and emergency fixes.
• An increasing change success rate (percentage of changes deemed successful at review/number of RFCs approved).
• A reduction in the percentage of incidents attributable to changes.

Prev: The 7 Rs of Change Management

Next: Change Manager

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