Another key role in Change management is of change Advisory board or CAB. The Change Advisory Board (CAB) is a consultative body that regularly meets to help the change manager assess, prioritize and schedule the changes
The CAB needs to include people with a clear understanding across the whole range of stakeholder needs. The change manager will normally chair the CAB, and this board is usually made up of representatives from all areas within the IT Service provider like technical support, operations, development, service management, representatives from the Business and Third Parties such as Suppliers.
In case of emergency changes, it is necessary to identify a smaller board to make emergency decisions called the Emergency CAB or ECAB in short.
In the next slide we will see, how the change management process is measured for better management through metrics.
Change Management : Change Metrics
A metric is defined as something that is measured and reported to help manage a Process, IT Service or Activity. Key Performance indicators or KPI’s is another term used in measuring performance, which are nothing but important metrics for that Process, IT Service or Activity.
Many Metrics may be measured, but only the most important of these are defined as KPIs and used to actively manage and report on the Process, IT Service or Activity. KPIs are selected to ensure that Efficiency, Effectiveness, and Cost Effectiveness are all managed.
Some of the metrics used in Change Management process are
For Compliance
Ø Reduction in unauthorized changes
Ø Reduction in emergency changes
For Effectiveness, that is, if the process is effective in delivering value
Ø Percentage of changes which met requirements
Ø Reduction in disruptions, defects and re-work
Ø Reduction in changes failed or backed out
Ø Number of incidents attributable to changes
For Efficiency
Ø Benefits i.e value of change compared to cost incurred to do that change
Ø Average time to implement by urgency or by priority or by type
We will understand more on measuring and reporting on process management in continual service improvement module.