Percentage of unscheduled outages from change requests

This measure calculates the percentage of unscheduled outages (i.e. outages that were not scheduled before implementation of a change) due to change requests. It is part of a set of Process Efficiency measures that help companies optimize their "deploy information technology solutions" process by minimizing waste and refining resource consumption.

Benchmark Data

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Measure Category:
Process Efficiency
Measure ID:
102794
Total Sample Size:
594 All Companies
Performers:
25th Median 75th
- - -
Key Performance Indicator:
Yes
Sample image showing interactive filters for more detailed measure peer group data and an interactive graph.

Compute this Measure

Units for this measure are percent.

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Percentage of unscheduled outages related to or resulting from a change request

Key Terms

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Process efficiency

Process efficiency represents how well a process converts its inputs into outputs. A process that converts 100% of the inputs into outputs without waste is more efficient than one that converts a similar amount of inputs into fewer outputs.

Median

The metric value which represents the 50th percentile of a peer group. This could also be communicated as the metric value where half of the peer group sample shows lower performance than the expressed metric value or half of the peer group sample shows higher performance than the expressed metric value.

Measure Scope

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Cross Industry (7.1.0)

  • 8.6.1 - Develop the IT deployment strategy (10592) - Creating and implementing a strategy for the deployment of IT solutions. Define all of the activities that make the IT function available for use. Establish the change policies for IT services and solutions. Define the deployment process, procedures, and tools. Select the most feasible and practical methodologies for the deployment process.
    • 8.6.1.1 - Establish IT services and solutions change policies (10686) - Defining policies regarding changes in IT services and solutions. Manage changes in a rational and predictable manner so that employees can plan accordingly. Reduce the negative impact to the user community. Increase the value of IT services and solutions.
    • 8.6.1.2 - Define deployment process, procedures, and tools standards (10687) - Outlining standards processes, methods, and equipment for deployment of IT solutions. Manage the subversion server, production server, development server etc. to make the IT services and solutions available for internal/client use.
    • 8.6.1.3 - Select deployment methodologies and tools (10688) - Assessing the tools and techniques for deploying IT solutions in order to choose the most appropriate options. Evaluate the pros and cons of all the methodologies available. Choose the most efficient and effective methodology.
  • 8.6.2 - Plan and implement changes (10593) - Strategizing and executing changes in IT solutions and services. Create a plan for deploying the changes. Communicate with stakeholders about the changes. Administer and implement the changes. Train the resources who will be affected by these changes. Install changes and verify their effect.
    • 8.6.2.1 - Plan change deployment (10689) - Creating plans for deploying the change in IT services and solutions. Define the changes. Implement a plan.
    • 8.6.2.2 - Communicate changes to stakeholders (10690) - Coordinating the changes in IT services and solutions with stakeholders. Communicate with creditors, directors, employees, owners (shareholders), suppliers, unions, and the community from which the business draws its resources.
    • 8.6.2.3 - Administer change schedule (10691) - Managing the schedule for implementation of change. Plan and carry out a process or procedure to implement the predefined changes.
    • 8.6.2.4 - Train impacted users (10692) - Preparing users for changes in IT solutions. Conduct training sessions and engagement activities to familiarize users with the new changes.
    • 8.6.2.5 - Distribute and install change (10693) - Administering and implementing the changes in place for the new strategies to take effect. Install new components, software, hardware, etc. onto the systems of the affected users.
    • 8.6.2.6 - Verify change (10694) - Confirming that the changes to the IT function have met expectations.
  • 8.6.3 - Plan and manage releases (10594) - Managing, planning, scheduling, and controlling an IT software or service build through different stages and environments, including testing and deploying its release. Understand the release design and acceptance. Plan the release rollout. Distribute and install the release. Verify the release.
    • 8.6.3.1 - Understand and coordinate release design and acceptance (10695) - Coordinating the deployment of new IT services and understanding the traction and level of approval for the same. Administer and synchronize the release of IT service packages. Manage version control and the uptake and level of acceptance.
    • 8.6.3.2 - Plan release rollout (10696) - Creating a plan for introducing the IT services and solutions provided by the organization in the market.
    • 8.6.3.3 - Distribute and install release (10697) - Distributing and implementing the release of changed IT solutions. Administer, implement, and install the releases onto internal systems. Provide methods for installing releases on client users.
    • 8.6.3.4 - Verify release (10698) - Confirming that the release has met expectations.