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This documentation supports the 19.11 version of Remedy Smart Reporting, which is available only to BMC Helix subscribers (SaaS).
To view an earlier version, select the version from the Product version menu of the documentation at IT Service Management Suite .

Out-of-the-box Change Management KPIs

With the Change Management KPI reports, you can view key change management reports to calculate performance. The reports can be based on any, all, or none of the four dimensions listed below.

The following Change Management KPIs are provided out of the box, and you can use these KPIs to create reports.

KPI NameDescriptionDimension 1Dimension 2Dimension 3Dimension 4Flashboard Variable
Total Changes

View the volume of change requests being reported.

PriorityAssigned GroupServiceCompanyCHG:CHG:Total_Changes
Open Changes

View the volume of open change requests.

PriorityAssigned GroupServiceCompanyCHG:CHG:Open_Changes
Resolved Changes

View the volume of resolved change requests.

PriorityAssigned GroupServiceCompanyCHG:CHG:Resolved_Changes
Successful Changes

View the volume of changes completed with status reason Successful.

PriorityAssigned GroupServiceCompanyCHG:CHG:Successful_Changes
Unsuccessful Changes

View the volume of changes completed with status reason Unsuccessful.

PriorityAssigned GroupServiceCompanyCHG:CHG:Unsuccessful_Changes
Emergency Changes

View the volume of emergency change requests.

PriorityAssigned GroupServiceCompanyCHG:CHG:Emergency_Changes
Roll Back Changes

View the volume of change requests that were rolled back.

PriorityAssigned GroupServiceCompanyCHG:CHG:Roll_Back_Changes
Change Success Rate

View the success rate of change requests.

This value is derived by dividing the number of successful changes by the total number of changes.

PriorityAssigned GroupServiceCompany 
Change Failure Rate

View the failure rate of change requests.

This value is derived by dividing the number of unsuccessful changes by the total number of changes.

PriorityAssigned GroupServiceCompany 
Change Rollback Rate

View the rate of change requests rolled back.
This value is derived by dividing the number of roll back changes by the total number of changes.

PriorityAssigned GroupServiceCompany 
Emergency Change Rate

View the rate of emergency change requests.

This value is derived by dividing the number of emergency changes by the total number of changes.

PriorityAssigned GroupServiceCompany 
Average time submission to close

View the average time taken to close change requests.

This value is derived by calculating the difference between the Change Submit Date and the Closed date.

PriorityAssigned GroupServiceCompanyCHG:CHG:Average_time_submission_to_close
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