Legacy: Change Premium dashboard

  • Release version: Xanadu
  • Updated February 2, 2023
  • 3 minutes to read
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    Summary of Legacy: Change Premium dashboard

    The Legacy Change Premium dashboard, available in the Xanadu release, consolidates comprehensive information about the change management process using Workbench widgets and advanced Platform Analytics features. This dashboard is designed primarily for Change Managers to analyze trends and performance metrics related to change requests.

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    Important: As of the Xanadu release, this Change Premium dashboard is deprecated. Users should transition to the standard Change dashboard to continue viewing consolidated change process information.

    Key Features

    • Role and Purpose: Intended for Change Managers who need detailed insights into change request resolution trends for identifying improvement areas.
    • Indicators Provided:
      • Number of open changes
      • Average age of open changes
      • Average reassignment of open changes
      • Average age since last update
      • Number of new changes
      • Change backlog growth (new changes minus closed changes)
      • Number of closed changes
      • Percentage of urgent changes
      • Average close time for changes
      • Average implementation time for closed changes
      • Number of reassigned open changes
      • Number of unsuccessful changes (closed with “Unsuccessful” close code)
    • Data Breakdowns: By Age, Category, Priority, Risk, State, Assignment Group, and Type to facilitate detailed analysis.
    • Visualizations Include:
      • Single score widgets for daily opened changes, unassigned, overdue, on hold, conflicting, and rejected changes
      • Horizontal bar charts grouping open changes by priority and upcoming changes within 30 days
      • Heatmaps showing open changes by risk and priority
      • Monthly trends displayed as column charts (changes opened by type) and line charts (closed changes)

    Practical Implications for ServiceNow Customers

    Although this dashboard is deprecated, understanding its indicators and visualizations helps Change Managers monitor key metrics such as backlog growth, urgency, and reassignment trends. Transitioning to the newer Change dashboard will preserve access to consolidated change data with updated features.

    By focusing on these metrics, Change Managers can pinpoint bottlenecks and inefficiencies in the change process, ensuring improved change resolution times and reduced unsuccessful changes.

    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 Change premium dashboard is deprecated. Users can use Change dashboard to view the information about the Change process in one place.

    Animated tour of the tabs of the Change Premium dashboard

    End user and roles

    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

    Indicators

    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

    Breakdowns

    • Age
    • Category
    • Priority
    • Risk
    • State
    • Assignment Group
    • Type

    Data visualizations

    Title Type Description
    Changes Opened Today Single ScoreSingle-score icon Number of active changes opened on the day the dashboard is viewed.
    Unassigned Changes Single ScoreSingle-score icon Number of active changes that don't have an assignee.
    Overdue Changes Single ScoreSingle-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 ScoreSingle-score icon Number of changes with the status On hold.
    Conflicting Changes Single ScoreSingle-score icon Number of changes with the status Conflict.
    Rejected Changes Single ScoreSingle-score icon Number of changes for which the approval status is Rejected.
    Open Changes - Grouped Horizontal BarHorizontal bar icon Open changes grouped by Priority
    Upcoming Changes (30 days) - Grouped Horizontal BarHorizontal 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 HeatmapHeatmap 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 HeatmapHeatmap icon
    Changes Opened per Month by Type ColumnColumn 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.