--- sourceDocument: Australia IT Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia IT Service Management ft:clusterId : - itsm bundleId : - itsm workflow : - Technology --- # Legacy: Change Premium dashboard # Legacy: Change Premium dashboard {#ariaid-title1} * Release version: Australia * * Updated February 2, 2023 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Legacy: Change Premium dashboard The Legacy Change Premium dashboard provides a consolidated view of the Change process using Workbench widgets and advanced Platform Analytics features. It is designed to help Change Managers monitor and analyze change request trends, enabling them to identify areas requiring attention. Note that this dashboard is deprecated starting with the Xanadu release; customers should use the Platform Analytics Change Management dashboard for similar insights going forward. Show full answer Show less ## Key Features * **Role and Goal:** Intended for Change Managers who need to track change request resolution trends over time. * **Indicators:** Includes essential metrics such as: * Number of open changes (calculated by counting changes opened on or before a collection date and not closed by that date). * Average age of open changes (total age divided by number of open changes). * Average reassignment count and age since last update for open changes. * Number of new changes registered on the data collection date. * Change backlog growth (new changes minus closed changes). * Number and percentage of urgent changes. * Average close time and implementation time for closed changes. * Number of reassigned open changes and unsuccessful changes (closed with an "Unsuccessful" close code). * **Breakdowns:** Data can be segmented by Age, Category, Priority, Risk, State, Assignment Group, and Type to provide deeper insights. * **Data Visualizations:** Includes various widget types such as: * Single Score widgets highlighting key figures like changes opened today, unassigned changes, overdue changes, changes on hold, conflicting changes, and rejected changes. * Horizontal Bar charts grouping open changes by priority and upcoming scheduled changes within 30 days. * Heatmaps showing open changes and upcoming changes by risk and priority. * Column and line charts tracking changes opened and closed per month. ## Key Outcomes Using this dashboard, Change Managers can efficiently monitor the status and trends of change requests, identify backlog growth, urgent changes, and reassignment patterns. The visualizations aid in prioritizing resources and actions based on risk, priority, and timelines, contributing to improved change management effectiveness. Customers should transition to the Platform Analytics Change Management dashboard for ongoing support and feature updates beyond the Xanadu release. This dashboard uses Workbench widgets and other advanced Platform Analytics features to give you all the information about the Change process in one place. Important: Starting in Xanadu release, the Core UI Change Premium dashboard is deprecated. You can use Platform Analytics [Change Management dashboard](https://www.servicenow.com/docs/z6syAtq28PXLQDEhn7a_uA "The Change Management dashboard provides workflow metrics for successful and failed change requests across different change models and types.") to view the information about the Change process in one place. ## End user and roles {#change-premium-dashboard__section_upb_qj4_2fb} {#change-premium-dashboard__table_ov2_tj4_2fb__entry__2} | End user and goal | Required role | |-|-| | Change Manager - Needs to break down the trends in change request resolution over time to spot areas that need attention | itil | [ ] {#change-premium-dashboard__table_ov2_tj4_2fb} ## Indicators {#change-premium-dashboard__section_nm4_hk4_2fb} Number of open changes : The number of changes open at the end of the collection date. This calculation is the number of changes opened on or before the collection date and not closed by that date. Average age of open changes : \[\[Summed age of open changes\]\] / \[\[Number of open changes\]\] / 24 Average re-assignment of open changes : \[\[Summed re-assignment of open changes\]\] / \[\[Number of open changes\]\] Average age of last update : The average length of time since the last update made to a change. Number of new changes : The number of new changes with a registration date on the data collection date. Change backlog growth : The number of closed changes subtracted from the number of new changes. Number of closed changes : The number of changes with a close date on the data collection date. % of urgent changes : Percentage of urgent changes. Is a formula: Number of new changes classified as urgent / Number of new changes \* 100 Average close time of changes : The average length of time in hours between when a change request is opened and closed. Average implementation time of closed changes : The average length of time in hours between when a change request enters the Implementation state and when it is closed Number of reassigned open changes : The number of changes with a reassignment count of 1 or higher Number of unsuccessful changes : The number of closed changes with a Close Code of "Unsuccessful" The following indicators are not displayed on the dashboard but are used in formulas: * Summed age of open changes * Summed age of updated since of open changes * Summed duration of closed changes * Summed implementation time closed changes * Summed re-assignment of open changes {#change-premium-dashboard__ul_yzr_2jj_nlb} ## Breakdowns {#change-premium-dashboard__section_yfw_qk4_2fb} * Age * Category * Priority * Risk * State * Assignment Group * Type {#change-premium-dashboard__ul_ulw_dl4_2fb} ## Data visualizations {#change-premium-dashboard__section_t5q_fl4_2fb} {#change-premium-dashboard__table_xvt_hl4_2fb__entry__3} | Title | Type | Description | |-|-|-| | Changes Opened Today | Single Score![Single-score icon]() | Number of active changes opened on the day the dashboard is viewed. | | Unassigned Changes | Single Score![Single-score icon]() | Number of active changes that don't have an assignee. | | Overdue Changes | Single Score![Single-score icon]() | Number of changes that are in one of the following states: New, Assess, Authorize, or Scheduled and for which the planned start date is before the current date. | | Changes On Hold | Single Score![Single-score icon]() | Number of changes with the status On hold. | | Conflicting Changes | Single Score![Single-score icon]() | Number of changes with the status Conflict. | | Rejected Changes | Single Score![Single-score icon]() | Number of changes for which the approval status is Rejected. | | Open Changes - Grouped | Horizontal Bar![Horizontal bar icon]() | Open changes grouped by Priority | | Upcoming Changes (30 days) - Grouped | Horizontal Bar![Horizontal bar icon]() | Active changes for which the planned start date is in the past 30 days and for which the state is Scheduled. | | Open Changes by Risk and Priority | Heatmap![Heatmap icon]() | Active changes sorted by risk on the Y-axis and priority on the X-axis. Cells are highlighted from white for low scores to dark blue for high scores. | | Upcoming Changes (30 days) by Risk and Priority | Heatmap![Heatmap icon]() | | | Changes Opened per Month by Type | Column![Column report icon]() | All closed reports opened in the current calendar year. Grouped by type and trended by month opened. | | Closed Changes per Month | Line ![Line report icon]() | Number of closed changes per month expressed on a line chart. | [ ] {#change-premium-dashboard__table_xvt_hl4_2fb}