Change Evaluation provides a consistent and standardized approach to assess the performance of service changes based on:
- business results
- existing services
- proposed services
e.g. strategic-, itermediate-, long term services
Scope
Therefore Change Evaluation controlls stakeholder expectations, measures the impact of changes and supports in making decision.
Activities
The main activity of Change Evaluation is to ensure quality and support business and IT through its processes in combination with Change Management.
Critical Success Factors
The following items are examples:
- CSF: Stakeholders understand the expected performance of new or changed services
- KPI: Less incidents through new or changed services based on utility or warranty deviations
- CSF: Ability to provide high-quality assessments to Change Management
- KPI: Amount of punctual evaluation reports
- KPI: Less failed changes
- KPI: Less unexpected failures