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Vendor- Change Delivery Performance Process Compliance dashboard

The Vendor -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 Vendor - Change Delivery Performance and Process Compliance enables Vendors to answer the following business questions:

• Review the performance of managers and their resources for delivery and compliance using the metrics that impact the them with respective index values.
• Rank the opportunities for manager where the improvement is required in both performance KPIs
• Looking into the historical trend of the performance to understand any abruption or cyclicality
• Going deep into individual team or resource performance metrics in delivery and compliance areas.
• Recommendations for the top outliers who needs immediate attention for improvement
• Highlighting the outliers using the color codes on each metrics of performance at all levels of hierarchy of resources

You can use filters in the dashboard to analyze the data in the change delivery performance and process compliance scores based on Vendors.

The Vendor- Change Delivery Performance and Process Compliance dashboard consists of the following sections:

• KPIs :
  • Delivery Performance: Displays the overall delivery performance of change requests
  • Process Compliance: Displays the overall process compliance of change requests
• Change Performance and Compliance Scorecard

  The Change Performance and Compliance Scorecard section is driven by the filters in the dashboard. After you select the required Vendor 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 Vendor. The details in the Change Performance and Compliance trends section are refreshed based on the selection.

  For example, if the delivery performance is low, you can click the required Vendor to view specific factors contributing to the low delivery performance such as High Risk Change Rate and Emergency Change Rate.

  Based on the Vendor 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:

  • Vendor: Name of the Vendor
  • Change Volume: Displays the count of changes (excluding the canceled changes) of the Group Manager and the Assignment Group
  • Delivery Performance: Displays the percentage of delivery performance of change requests
  • Process Compliance: Displays the percentage of process compliance of change requests
  • Data Quality Issues: Displays the percentage of change data quality issues
  • Composite Opp. 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 Performance and Compliance Trends

  The Change Performance and Compliance Trends dashboard is driven by the Change Performance and Compliance Scorecard section. Based on the selection of the required Vendors, the Change Performance and Compliance Scorecard section, the corresponding metrics are refreshed.

  • Delivery Performance:

    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.

    • Change Volume:Displays the count of change requests in the last 30 days
    • Change Rate with Planned Outages: Displays the percentage of all planned change requests that indicates a planned outage in the last 30 days
    • Change Success Rate: Displays the percentage of monthly change success rates in the last 30 days
    • Planned Outages: Displays the number of planned outages in the last 30 days
    • High Risk Change Rate: Displays the percentage of high risk change rates in the last 30 days
    • Emergency Change Rate: Displays the percentage of emergency changes that have been undertaken in the last 30 days
  • Process Compliance:

    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.

    • Rollback Rate: Displays the percentage of change requests that are rolled back
    • Avg Change Lead Time (Days): Displays the average time taken (in days) for a selected Change Request
    • Change Data Quality Issues: Displays the percentage of data quality issues related to Change Requests
    • Rejection Rate: Displays the percentage of changes that are rejected or canceled
    • Normal to Emergency Rate: Displays the percentage of changes that are created as type "Normal", but are changed to type “Emergency" prior to deployment
    • Overdue Changes: Displays the number of overdue change requests (Changes past due date); these are changes that have been deployed but have not been completed; meaning they have not completed the PIR (Post Implementation Review) process which is required to determine if the change was successful or not
• Digital.ai recommends researching

  Researching section enables Vendors to recommend further actions to improve the delivery performance and process compliances. For example, if overall Change Data Quality is lower than the average change data quality then the Vendor can provide recommendations to improve process and suggests to utilize the corresponding dashboards to identify improvement opportunities.

Metrics used