The Assignment Group -Change Delivery Performance and Process Compliance dashboard enables you to view the overall change processes and change delivery performances such as change volume, change success rate, emergency change rates, and so on. With this dashboard, you can correlate and get insights on the change delivery performance metrics and the compliance metrics. You can also review individual metrics that contemplate delivery performance and process compliances. You can analyze the change performance and compliance trends to understand the specific aspect of performance over a historical time frame.
The Assignment Group -Change Delivery Performance and Process Compliance dashboard enables Senior Leaders and Assignment Group Managers to answer the following business questions:
You can use filters in the dashboard to analyze the data in the change delivery performance and process compliance scores based on Senior Leaders and Assignment Group Managers. You can analyze the data
The Assignment Group- Change Delivery Performance dashboard consists of the following sections:
The Change Performance and Compliance Scorecard section is driven by the filters in the dashboard. After you select the required Senior Leader and the corresponding Assignment Group Managers from the filters, the Change Performance and Compliance Scorecard and change performance and compliance trends and the corresponding graph are refreshed with the corresponding details.
You can also drill down further to view the performance and compliance metrics by selecting the Assignment Group Manager > Assignment Group> and selecting Resources. The details in the Change Performance and Compliance trends section are refreshed based on the selection.
For example, if the delivery performance is low for an Assignment Group, you can click the required name of the assignment group to view specific factors contributing to the low delivery performance such as High Risk Change Rate and Emergency Change Rate.
Based on the Senior Leader and Assignment Group Manager selection from the filter, the Change Performance and Compliance Scorecard values are refreshed. The color threshold values are the default configuration provided out-of-the-box and can be customized based on your business requirements.
This section has the following KPIs:
The Change Performance and Compliance Trends dashboard is driven by the Change Performance and Compliance Scorecard section. Based on the selection of either the Group Manager or the Assignment Group from the Change Performance and Compliance Scorecard section, the corresponding metrics are refreshed.
Delivery Performance enables in improving the customer service optimization, if the service delivery is improvised, optimized, and stabilized then it helps in reducing the costs. The delivery performance KPI values are displayed in Red, Green, or Amber based on the range of the configuration values for each of these metrics.
Process Compliance indicates the optimization of services from operational and cost perspective by adhering to the overall standards of compliance. The process compliance KPI values are displayed in Red, Green, or Amber based on the range of the configuration values for each of these metrics.
The Researching section enables Senior Leaders to recommend further actions to improve the delivery performance and process compliances. For example, if the Normal Emergency Rate is higher than the average Normal Emergency Rate for any Group Manager, then the Senior Leader can provide recommendations to improve process across teams, vendors, and applications.
| Metric Name | Description |
|---|---|
| Delivery Performance | Index value calculated using metrics of delivery performance that are used in the Change Delivery Performance and Process Compliance dashboard |
| Process Compliance | Index value calculated using metrics of process compliance that are used in the Change Delivery Performance and Process Compliance dashboard |
| Change Volume | Count of Change Requests |
| Change Data Quality Issues | Overall data quality issues related to Change Requests |
| Composite Opportunity Rank | Displays the opportunity rank calculated by ranking the weighted average of metrics, such as Change Volume, Delivery Performance, Process Compliance, and Change Data Quality across a preconfigured distribution. A lower rank signifies scope for improvement. |
| Change Rate with Planned Outages | Percentage of Change Request with planned outages |
| Change Success rate | Percentage of Change Requests that have been implemented successfully |
| Planned Outages | Percentage of planned outages that have been caused by Change Requests |
| High Risk Change Rate | Percentage of Change Requests that are High risk |
| Emergency Change Rate | Percentage of Change Requests where the type is 'Emergency' |
| Rollback Rate |
Percentage of Change Requests that are rolled back |
| Avg Change Lead Time (Days) | Average number of days taken for approval. Time duration between creation date and approved date |
| Rejection Rate | Percentage of Change Requests that have been rejected or canceled |
| Normal to Emergency Rate |
Percentage of Change Requests that were created with type as 'Normal', but were changed to 'Emergency' prior to implementation |
| Overdue Changes | Count of Change Requests that are past their due date |
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