Question

Change Success

  • 5 October 2021
  • 2 replies
  • 36 views

Hi,

Does anyone know a way of recording and reporting on the success of changes? i.e. I want to be able to report on things such as successful changes, changes that caused incidents etc.

I’m fairly new to Freshservice but as far as I can tell there is no way of recording this information out of the box. I’m considering adding a new drop down field that the change requester updates once a change is implemented. 

if anyone is aware of anything out of the box or has setup something similar I’d appreciate any advice you can give.

Thanks

Chris


2 replies

Userlevel 7
Badge +10

Hi @MitchellC there’s a lot of “it depends” when it comes to metrics per se.

Here are some example change metrics from ITSM expert Stuart Rance (albeit from an ITIL v3/2011 rather than an ITIL 4 perspective):

Protecting the business (from the adverse impact of IT change)

  1. Reduced number and percentage of changes that cause incidents
  2. Reduced total business impact of incidents caused by changes

Facilitating the rate of change (that the business needs)

  1. Increased number and percentage of changes that used the predicted time and resources
  2. Increased number and percentage of changes that delivered the results the customer expected
  3. Increased satisfaction rating for change management from service customers

Providing knowledge and information (about new and changed services)

  1. Increased percentage of changes that provided knowledge articles for the service desk
  2. Increased satisfaction rating for change management from IT staff and from end customers

Making efficient use of IT resources

  1. Increased number and percentage of changes that used the predicted time and resources
  2. Reduced number and percentage of urgent and emergency changes

Some of these metrics might apply to your organization. However, how this is done in Freshservice will require a product expert to respond rather than me :)

Userlevel 1
Badge +1

I experienced the same thing. No out of the box result or success to filter and report on.  We added a dropdown field with values similar to what is mentioned by @manns 

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