Metrics and trend analysis

How to learn to do the metric and trend analysis in changemanagement ITIL, do any one have the templates or process to do it.

Thanks and Regards,
srinivas_vaAsked:
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artsecConnect With a Mentor Commented:
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gleb_lCommented:
In addition to the excellet references provided above I'd like to add the folowing Measurement Categories that I find very helpful when defining Process KPI's (Key Performance Indicators). You only need not more than 3 measures per each category and they are there to help you not to overlook an important perspective of a Process (Change or any other) measure as well as structure your metrics.

Compliance - Are we doing it?
The percentage of adhearance to the process  by an IT Organisation

Quality - How well are we doing it?
Quality of individual or key process activities as they relate to the objective of the process

Performance - How fast or slow are we doing it?
Process throughput or cycle time

Value - Is what we are doing making any difference?
Effectivenes and preceived value of the process to the stakeholders
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