Changes report

Track and analyze change management metrics, identify bottlenecks, and export reports.

The Changes report give you a complete view of your change management performance across workspaces. You can track change volume, analyze closure times, identify bottlenecks, and measure planning accuracy. By visualizing key metrics like creation trends, approval delays, and execution timelines, you can move from reactive tracking to proactive process improvement.

To access this report, navigate to Analytics > [Workspace name] > [Changes] in the left navigation bar.

Report filters

You can refine the data shown in the report using the global filters at the top of the page. These filters apply to all widgets and metrics on the dashboard.

Duration: Select a time period such as the last 6 months, last quarter, or last year.
Attributes: Filter by specific change attributes including Status, Priority, Change Type, Change Template, and more.

For example, to analyze high-priority standard changes from last quarter, set Duration to Last 3 months, Change Template to Standard change, Priority to High. This lets you focus on your most critical standard changes and see patterns specific to that segment.

Understanding change analytics

The report breaks down your change management performance across volume, timing, and planning accuracy.

Metric

Description

Why it matters

Total no. of changes created

Shows the total volume of changes initiated within the selected duration.

Helps you track change activity trends and workload over time.

Closure time for a change

Shows how long it takes for a change to go from Open to Closed or Resolved. Toggle between Average, Minimum, and Maximum closure times.

Reveals whether your team is resolving changes efficiently and helps identify if closure times are improving or degrading.

Created vs completed

Compares the number of changes created against those completed over time. View trends on a Daily, Weekly, or Monthly basis.

Spots growing backlogs or drops in productivity. If more changes are created than completed consistently, it signals capacity issues.

Unresolved changes by Change Type

Shows the distribution of active changes across Standard, Normal, and Emergency types.

Identifies your current workload composition. A large number of Emergency changes may indicate systemic issues.

Unresolved changes by Priority

Shows the distribution of active changes across Medium and High priority levels.

Helps you understand your high-priority workload at a glance and identify if critical items are piling up.

Unresolved changes by Change Template

Shows which specific workflows (e.g., VPN Implementation, Software Update) are generating the most work.

Reveals which types of changes consume the most resources so you can optimize or streamline those processes.

Unresolved changes by Status

Shows where changes are stalled in the lifecycle: Open, Pending, or Waiting for approval.

Pinpoints bottlenecks in your change process. If most changes are stuck in "Waiting for approval," you may need to adjust approval routing.

Actual vs planned duration

Compares the time planned for changes versus the actual time taken. Includes Average delay in duration metric.

Shows whether your team is over or under-estimating change duration. Consistent delays indicate need for better planning buffers.

Average delay in start date

Compares planned start dates against actual start dates.

Identifies if changes are starting late due to scheduling issues or upstream dependencies.

Average delay in end date

Compares planned end dates against actual end dates.

Reveals if changes are missing completion windows. If end dates delay but start dates don't, it points to execution challenges.

Analyze these metric in combination to diagnose specific issues and drive improvements. For example, say you notice:

Created vs completed shows a growing gap over the past month (30 created, only 15 completed)
Unresolved changes by Status reveals that most changes are stuck in Waiting for approval
Unresolved changes by Change Template shows VPN Implementation changes dominating the backlog
Average delay in start date is 2 days, but Average delay in end date is 5 days

This suggests that VPN Implementation changes are creating a bottleneck. They're getting approved slowly (stuck in "Waiting for approval"), starting slightly late, but then taking even longer to complete than planned. The backlog is growing because approvals aren't keeping pace with demand.

What you can do:

Check if VPN change approvers need faster routing or notification
Review whether VPN Implementation changes need clearer documentation for approvers
Consider pre-approving routine VPN changes to reduce approval delays
Investigate if execution is taking longer due to resource constraints or technical complexity

By connecting these metrics, you move from "we have 30 open changes" to "VPN approvals are our constraint, and here's how to fix it."

Drilling down and exporting data

You can click on any metric or graph segment to open a detailed view of the underlying data. You can:

View a list of all individual change requests contributing to that metric.
See details such as Subject, Raised by, Agent, Status, Priority, and Risk.
Add or remove columns to customize the view.
Apply additional filters to refine the list further.

You can download the data from any widget or drill-down view as a CSV file. This allows you to share insights with stakeholders or perform custom calculations.

Report filters

Understanding change analytics

Drilling down and exporting data

Further reading