Results By Country

Results for Change Management

1 Pre-requisites

Question 1. Are at least some change management activities established in the organisation, e.g. logging of change requests, change assessments, change planning, change implementation reviews?





Answered Yes: 1147 (81%), Answered No: 255 (18%)

Question 2. Are change management activities assigned to specific individuals or functional areas?





Answered Yes: 1061 (75%), Answered No: 341 (24%)

Question 3. Is there a procedure for raising and issuing requests for change?





Answered Yes: 1041 (74%), Answered No: 361 (25%)

1.5 Management Intent

Question 4. Has the purpose and benefits of change management been disseminated within the organisation?





Answered Yes: 849 (63%), Answered No: 485 (36%)

Question 5. Has the scope of change management activity been established within the organisation?





Answered Yes: 818 (61%), Answered No: 516 (38%)

Question 6. Does the organisation have standards or other quality criteria for the raising and registering of changes?





Answered Yes: 840 (62%), Answered No: 494 (37%)

2 Process Capability

Question 7. Have responsibilities for various change management activities been assigned?





Answered Yes: 904 (71%), Answered No: 362 (28%)

Question 8. Are the procedures for initiating change always adhered to?





Answered Yes: 515 (40%), Answered No: 751 (59%)

Question 9. Is there a procedure for approving, verifying and scheduling changes?





Answered Yes: 878 (69%), Answered No: 388 (30%)

Question 10. Are the business and technical impacts of changes always assessed?





Answered Yes: 646 (51%), Answered No: 620 (48%)

Question 11. Is change progress monitored adequately by Change Management?





Answered Yes: 631 (49%), Answered No: 635 (50%)

Question 12. Is the successful implementation of a change confirmed by Change Management?





Answered Yes: 670 (52%), Answered No: 596 (47%)

Question 13. Is there a procedure for the review of all changes?





Answered Yes: 654 (51%), Answered No: 612 (48%)

Question 14. Are adequate change management reports produced?





Answered Yes: 565 (44%), Answered No: 701 (55%)

2.5 Internal Integration

Question 15. Are all changes initiated through the agreed change management channels, for example a Change Advisory Board?





Answered Yes: 620 (49%), Answered No: 622 (50%)

Question 16. Are changes planned and prioritised, centrally or by common agreement?





Answered Yes: 753 (60%), Answered No: 489 (39%)

Question 17. Are change records maintained to reflect the progress of changes?





Answered Yes: 735 (59%), Answered No: 507 (40%)

Question 18. Are the reasons for change failure explicitly recorded and evaluated?





Answered Yes: 545 (43%), Answered No: 697 (56%)

Question 19. Are successful changes reviewed against the original business needs?





Answered Yes: 441 (35%), Answered No: 801 (64%)

3 Products

Question 20. Are formal change records maintained?





Answered Yes: 855 (69%), Answered No: 372 (30%)

Question 21. Is a change schedule of approved changes routinely issued?





Answered Yes: 704 (57%), Answered No: 523 (42%)

Question 22. Are standard reports on changes produced on a regular basis?





Answered Yes: 606 (49%), Answered No: 621 (50%)

Question 23. Are there established standards for documenting changes?





Answered Yes: 723 (58%), Answered No: 504 (41%)

3.5 Quality Control

Question 24. Are there standards and other quality criteria for the documentation of change made explicit and applied?





Answered Yes: 594 (48%), Answered No: 621 (51%)

Question 25. Are the personnel responsible for change management activities suitably trained?





Answered Yes: 711 (58%), Answered No: 504 (41%)

Question 26. Does the organisation set and review either targets or objectives for Change Management?





Answered Yes: 481 (39%), Answered No: 734 (60%)

Question 27. Does the organisation use any tools to support the change management process?





Answered Yes: 786 (64%), Answered No: 429 (35%)

4 Management Information

Question 28. Does Change Management provide pertinent information concerning requests for change received (e.g. a breakdown of reasons for changes)?





Answered Yes: 627 (52%), Answered No: 565 (47%)

Question 29. Does Change Management provide pertinent information concerning the change schedule?





Answered Yes: 695 (58%), Answered No: 497 (41%)

Question 30. Does Change Management provide pertinent information concerning number and % of changes?





Answered Yes: 577 (48%), Answered No: 615 (51%)

Question 31. Does Change Management provide pertinent information concerning number of successful and failed changes?





Answered Yes: 547 (45%), Answered No: 645 (54%)

Question 32. Does Change Management provide pertinent information concerning business impact of changes?





Answered Yes: 505 (42%), Answered No: 687 (57%)

Question 33. Does Change Management provide pertinent information concerning change slippage (including backlogs and bottlenecks)?





Answered Yes: 422 (35%), Answered No: 770 (64%)

Question 34. Does Change Management provide pertinent information concerning number of problem record initiated changes?





Answered Yes: 441 (36%), Answered No: 751 (63%)

4.5 External Integration

Question 35. Do you hold regular meetings with interested parties in which Change Management matters are discussed?





Answered Yes: 677 (59%), Answered No: 457 (40%)

Question 36. Does CM exchange information with Configuration Management regarding change progress and change closure?





Answered Yes: 434 (38%), Answered No: 700 (61%)

Question 37. Does CM exchange information with Configuration Management regarding change impact assessment on configuration items?





Answered Yes: 433 (38%), Answered No: 701 (61%)

Question 38. Does CM exchange information with Problem Management regarding changes required to resolve problems / known errors?





Answered Yes: 522 (46%), Answered No: 612 (53%)

Question 39. Does CM exchange information with Problem Management regarding progress reporting and for receiving problem escalation reports?





Answered Yes: 444 (39%), Answered No: 690 (60%)

Question 40. Does CM exchange information with Problem Management regarding obtaining problem information relating to change?





Answered Yes: 505 (44%), Answered No: 629 (55%)

Question 41. Does CM exchange information with the Service Desk for notification of change progress?





Answered Yes: 581 (51%), Answered No: 553 (48%)

Question 42. Does CM exchange information with the Service Desk for notification of change schedule?





Answered Yes: 631 (55%), Answered No: 503 (44%)

Question 43. Does CM exchange information with the Service Desk for assessing impact of change on Service Desk support levels?





Answered Yes: 500 (44%), Answered No: 634 (55%)

Question 44. Does CM exchange information with the Service Desk for obtaining information concerning incidents and calls relating to change?





Answered Yes: 518 (45%), Answered No: 616 (54%)

Question 45. Does CM exchange information with Release Management concerning change implementation?





Answered Yes: 530 (46%), Answered No: 604 (53%)

Question 46. Does CM exchange information with Release Management concerning the notification and scheduling of software and hardware releases?





Answered Yes: 543 (47%), Answered No: 591 (52%)

Question 47. Does CM exchange information with Service Level Management regarding the change schedule?





Answered Yes: 466 (41%), Answered No: 668 (58%)

Question 48. Does CM exchange information with Service Level Management regarding potential change impact on service level agreements?





Answered Yes: 438 (38%), Answered No: 696 (61%)

Question 49. Does CM exchange information with IT Service Continuity Management for notification of change schedule?





Answered Yes: 450 (39%), Answered No: 684 (60%)

Question 50. Does CM exchange information with IT Service Continuity Management for assessing impact of change on contigency plans?





Answered Yes: 412 (36%), Answered No: 722 (63%)

Question 51. Does CM exchange information with Capacity Management regarding performance and capacity issues relating to change?





Answered Yes: 428 (37%), Answered No: 706 (62%)

5 Customer Interface

Question 52. Do you check with the customer if the activities performed by Change Management adequately support their business needs?





Answered Yes: 497 (50%), Answered No: 493 (49%)

Question 53. Do you check with the customer that they are happy with the services provided?





Answered Yes: 522 (52%), Answered No: 468 (47%)

Question 54. Are you actively monitoring trends in customer satisfaction?





Answered Yes: 374 (37%), Answered No: 616 (62%)

Question 55. Are you feeding customer survey information into the service improvement agenda?





Answered Yes: 337 (34%), Answered No: 653 (65%)

Question 56. Are you monitoring the customers value perception of the services provided to them?





Answered Yes: 376 (37%), Answered No: 614 (62%)