Executive Summary (This is a document excerpt)

Change management is a critical yet often overlooked enterprise process. Done poorly, the enterprise's agility is at risk. But while measuring service-level metrics is important, it's also critical to benchmark your change management processes against average and best-in-class companies. Doing so will reveal possible areas of improvement. Two key diagnostic metrics are: What percentage of changes are emergency changes, and what percentage are failed changes? Manage these two metrics to best-in-class levels, and you'll manage your changes, rather than being managed by them.

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