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Metrics and trend analysis

Posted on 2013-05-31
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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,
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Question by:srinivas_va
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artsec earned 500 total points
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by:gleb_l
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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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