itSMFI 2017 Forum Focus - June Forum Focus ITSMFI | Page 26

The following graph demonstrates a visual example of the previous table. Report Observations The following observations can be made as change The above points are only hypothetical; however these volume increases: demonstrate that by defining where and how a successful change is measured, it allows service • lower process compliance; management reports to show clear trends. If the • less successful technical outcomes are achieved; argument of what is and is not a successful change and continues, then it must be questioned what value • higher risk of unexpected impact. reporting can truly provide as consistent data is not being measured. As process compliance lowers, so does the likelihood that the change will achieve the technical outcomes. As always, implement what suits your environment and business, however the key points to consider are: Report Outcomes/Questions The following outcomes from the observations could • defining what you want to understand from your trigger the following investigations. reports; • do not try and use a single attribute status to cover • What are acceptable numbers for both process compliance and deployment • Process Compliance? outcome as they are both very different; and • Technical Outcomes? • change your perspective on what change process • Unexpected Impact? compliance is. • At what change volume do teams require extra resourcing? I hope this article may assist in resolving any • Is there a specific team that is not following change management issues your business may compliance, not achieving outcomes or causing be experiencing. If you would like to understand unexpected impact? this further and to discuss your service management • Is Release and Deployment management strategy, please contact Dave Chambers breaking down due to high volumes of change? [email protected] • Does not following process cause impact on the technical outcome? 26 itSMFI Forum Focus—June 2017