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Change Management Dashboard for IT Services
Measure change progress and monitor by using customizable views with filters such as change type, risk level, priority, status, and category. Gain visibility into issues, enhance change success rates, and reduce unapproved changes.
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For example, a change manager can identify overdue changes or analyze the percentage of changes that cause incidents to refine approval processes and reduce unapproved changes, thereby improving quality control.
| Available in: Lightning Experience |
| Available in: Unlimited and Developer Editions with Agentforce IT Service and Data 360 |
Filter the data in the Change Management dashboard by time period, configuration item, and category to get personalized and targeted analysis.
- The Key Change Metrics section highlights crucial metrics for effective change management. It shows open vs. closed changes to assess workload and flow, and tracking unassigned changes to identify ownership or staffing issues. The metrics also include changes that are delayed, to help you identify time or resource problems. The metrics also shows how many changes cause incidents.
- The Change Distribution section highlights changes based on their classification (for example, standard, normal, emergency). The section helps you identify change requests across status and risk levels. This insight is crucial for optimizing change processes and resource allocation within the organization.
Learn the definitions of key metrics in the Change Management dashboard.
| METRIC | DESCRIPTION |
|---|---|
| Open vs. Closed Changes | Compares the number of open and closed changes to assess the workload and flow of change management. This helps you identify the pipeline of change requests. |
| Overdue Changes | Monitors changes that are passed their scheduled completion date. This helps you identify bottlenecks and promptly address delays in change implementation. |
| % of Changes Causing Incidents | Helps you gauge the quality and stability of implemented changes by showing the percentage of changes that resulted in new incidents. This metric ihelps you reduce impact caused by the changes. |
| Avg Time to Close Change (in days) | Shows the average duration of a change from initiation to closure. This helps you optimize processes and reduces the overall time taken to implement changes. |
| Change Efficiency Rate | Shows the effectiveness and productivity of the change management process. This metric indicates how well changes are being implemented with minimal rework or adverse effects. |
| Change Implementation Status | Shows the change request closure status - successful, partially successful, failed. |
| Changes by Type | Helps you categorize changes based on their nature such as minor enhancement, major upgrade, or emergency fix. |
| Changes by Risk Level | Helps you apply appropriate levels of review and approval by categorizing changes by their associated risk such as high, medium, or low. |
| Changes by Priority | Helps you categorize changes based on their urgency and impact. |
| Change Details | Shows all the information for each change, to help you analyze and fix issues. This metric helps you understand the specifics of each change and its outcomes. |
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