Categorizing Changes

The priority of the change is determined by a matrix.

Impact Company-wide Small group / VIP Individual
Work is blocked Urgent Urgent High
Work is degraded or potentially degraded High High Normal
Work is unaffected Normal Low Low
  • Urgent or high priority changes are treated as Fast Track (expedited changes).
  • The lead time requirement for the change does not apply.
  • Categorizing changes helps with reporting.
  • Changes are categorized by service.
  • Once a service is selected, a change can be further
    categorized based on the service.
  • Download the list of services here.

To measure the success and efficiency of the change

  • Number of changes implemented by type, team, etc.
  • percentage decrease in work effort after the change.
  • Reduction in the number and percentage of emergency changes.
  • Reduction in the number and percentage of fast track (expedited) changes.
  • Reduction in the number of failed changes / increase change success rate (including success rate of standard changes).

Management Process, there should be a focus on few select Key Performance Indicators (KPIs). These may change as the process matures.

  • Number of changes rescheduled versus the number of changes meeting a schedule.
  • Reduction in the number of unauthorized changes.
  • Number / percentage of changes where approval (technical review or CAB) that exceeded the lead time.
  • Improve communication and collaboration internally and externally (monthly surveys, customer satisfaction survey).
  • Post implementation review to include lessons learned and whether a workflow needs to be modified.

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