Following are ITIL V3 key performance indicators for change management:
- Number of changes implemented to services that met customer requirements (for e.g. quality/cost/time as a percentage of all changes)
- Reduction in the number of disruptions to services, defects, and rework caused by inaccurate specification, and poor or incomplete impact assessment
- Reduction in the number of unauthorized changes
- Reduction in the backlog of change requests
- Reduction in the number and percentage of unplanned changes and emergency fixes
- Change success rate (percentage of changes successful; i.e. number of RFCs approved)
- Reduction in the number of changes in which remediation is required
- Reduction in the number of failed changes
- Average time to implement based on urgency/priority/change type
- Incidents attributable to changes
- Benefits of change expressed as the value of improvements made or value of negative impacts prevented or terminated as compared with the costs of the change process
