Which is the best metric?

ZYXS has been selected as the service integrator. The ZYXS Service Management and Service Desk Lead is the process owner of the change management process. Service providers are allowed to develop their own procedures. The IT Director has asked for a metric for the change management process that aligns with the SIAM principles of measurement

Which is the best metric?
A . Amount of changes not submitted to the CAT on-time
B . Consistent achievement of high-quality service provider changes
C . Number of normal changes not recorded by the service provider
D . Percentage of approved changes achieving the stated outcomes

View Answer

Answer: D

Explanation:

SIAM Principles of Measurement: Metrics in a SIAM environment should focus on outcomes, continuous improvement, and the overall effectiveness of processes across the ecosystem. Outcome-Based Measurement: The percentage of approved changes achieving the stated outcomes directly reflects the effectiveness of the change management process. It measures whether changes deliver the intended benefits without adverse effects.

Comparison of Metrics:

Amount of changes not submitted to the CAB on-time focuses on process adherence but not on the effectiveness of changes.

Consistent achievement of high-quality service provider changes is important but needs a more specific metric to quantify quality.

Number of normal changes not recorded by the service provider indicates compliance issues but not process effectiveness.

Alignment with SIAM Goals: The chosen metric should align with SIAM’s goals of integrated service management and continuous improvement by providing actionable insights into the effectiveness of change management.

Continuous Improvement: Measuring the percentage of changes achieving the stated outcomes helps identify areas for improvement in the change management process and aligns with SIAM’s focus on delivering value through effective service management.

Reference: SIAM Foundation Body of Knowledge (BoK), Chapter on Performance Management and Measurement

SIAM Professional Body of Knowledge (BoK), Change Management Sections