For Ex One-08, I chose the Mean Request for Change Turnaround Time (MRTT

average time it takes to implement a change after it is requested through an IT

information system. Some request management systems could still be manual s
supported by spreadsheet software for data collection and analysis. Many sophi
systems are also available to capture and store this type of data.

This metric could be used to monitor and/or assess the change management
a more granular classification level, the request management subprocess of the
stage.

Request Date
Request Description
2-Jan-15 Increase disk space allocation for user hqsmith
2-Jan-15 Reset password for user ampalmer
2-Jan-15 Reset password for user jjwatt
2-Jan-15 Update HR Department computers to Office 2013

Request
Approved?
Y
Y
Y
Y

Add HP LaserJet P315 Printer in Room 233 to the

3-Jan-15 network
3-Jan-15 Increase disk space allocation for user ckjones

Y
Y

Install PhDWin patch 5.7 on Reservoir Engineering

3-Jan-15 Department computers
3-Jan-15 Reset password for user pssamuels
3-Jan-15 Reset password for user wtpham
4-Jan-15 Reset password for user gbcooper
5-Jan-15 Reset password for user abconway
5-Jan-15 Reset password for user wesanchez

Y
Y
Y
Y
Y
Y

Account setup for new employee Joyce Reanna

6-Jan-15 Kimberley

Add HP LaserJet P315 in Room 233 to printer list of

6-Jan-15 Accounting Department computers

6-Jan-15 Increase disk space allocation for user twnguyen2

6-Jan-15 Install 40Gb RAM on system DDC-098
6-Jan-15 Reset password for user clzerbey
6-Jan-15 Reset password for user fynguyen

Y
Y
Y
Y

Update Accounting Department computers to Office

6-Jan-15 2013
6-Jan-15 Upgrade monitor of system DDB-102 to 24"

Y
Y

7-Jan-15 Add toner to the HP LaserJet P315 Printer in Room 855

7-Jan-15 Change ERP system access for user ckjones2 to HR role Y

7-Jan-15 Increase disk space allocation for user qrnancy
Y
7-Jan-15 Reset password for user ckjones2
Y
7-Jan-15 Set up Webinar with D.D. Richardson, Inc.
Y
7-Jan-15 Update Adobe Reader on system DDB-050
Y
8-Jan-15 Add a second monitor to system DDA-114
Y
8-Jan-15 Configure Wi-Fi on device DDB-212m
Y
8-Jan-15 Reconfigure NAP 113-09A
Y
8-Jan-15 Reset password for user ampalmer
Y
8-Jan-15 Reset password for user bfhai
Y
8-Jan-15 Reset password for user qrnancy
Y
8-Jan-15 Update Adobe Reader on system DDC-007
Y

Upgrade SAS to latest release on BI Department

8-Jan-15 computers

Upgrade to Camtasia Studio latest release on Training

8-Jan-15 Department computers

9-Jan-15 Fix CD drive that will not close on system DDC-099

Change ERP system access for user mgbuchanan to

9-Jan-15 ITHD role
9-Jan-15 Configure email on device DDC-344m

N
Y

9-Jan-15 Increase disk space allocation for user aameriweather

9-Jan-15 Increase disk space allocation for user dbburton
9-Jan-15 Reconfigure NAP 117-28B
9-Jan-15 Replacement keyboard for system DDB-202
9-Jan-15 Reset password for user jdfoster
9-Jan-15 Reset password for user mgbuchanan
10-Jan-15 Configure ERP access on device DDB-441m
10-Jan-15 Configure ERP access on device DDC-332m
10-Jan-15 Grant ERP access to user gdrichardson
10-Jan-15 Install Microsoft Access on system DDD-009
10-Jan-15 Install Microsoft Visio on system DDD-009
10-Jan-15 Replace motherboard of system DDA-067
10-Jan-15 Reset password for user gdrichardson
10-Jan-15 Reset password for user nnpeters
10-Jan-15 Set up Webinar meeting with Lyondell group
10-Jan-15 Update Adobe Reader on system DDF-119

Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y
Y

Upgrade Accounting Department Computers to

10-Jan-15 Windows 8
11-Jan-15 Reset password for user dfbennhadou
11-Jan-15 Reset password for user hwevans

Y
Y
Y

Configure system DDA-012 to have a mapped network

12-Jan-15 storage area for user dbburton
12-Jan-15 Reimage training computer lab
12-Jan-15 Reset password for user jgnguyen
13-Jan-15 Increase disk space allocation for user rfgonzalez
13-Jan-15 Reset password for user bmrice
13-Jan-15 Reset password for user lvknight

Y
Y
Y
Y
Y
Y

Retrieve data from most recent backup of system DDC13-Jan-15 033 for user nnpeters
Y
13-Jan-15 Update Adobe Reader on system DDD-221
Y
13-Jan-15 Upgrade system DDB-029 to Windows 8
Y
14-Jan-15 Account setup for new employee David Juan Silva

Change ERP system access for user jgnguyen to Dev

14-Jan-15 role

14-Jan-15 Increase disk space allocation for user nnpeters

14-Jan-15 Reset password for user lldang
14-Jan-15 Reset password for user lsreyes
14-Jan-15 Reset password for user smalika

N
Y
Y
Y

Retrieve data from most recent backup of system DDA14-Jan-15 144 for user lldang
Y
Retrieve data from most recent backup of system DDD14-Jan-15 303 for user lvknight
Y
14-Jan-15 Update virus signatrues for McAfee for system DDA-049 Y
14-Jan-15 Update virus signatures for McAfee for system DDA-222 Y
14-Jan-15 Update virus signatures for McAfee for system DDB-112 Y
14-Jan-15 Upgrade system DDD-117 to Windows 8
Y
14-Jan-15 Upgrade system DDD-334 to Windows 8
Y
15-Jan-15 Reset password for user antran
Y
15-Jan-15 Reset password for user jsranero
Y
15-Jan-15 Reset password for user lhphan
Y
15-Jan-15 Reset password for user vtmannack
Y
Retrieve data from most recent backup of system DDB15-Jan-15 112 for user tgfrisco
Y
15-Jan-15 Update Adobe Reader on system DDA-037
Y

Requestor
Notified of
Approval
Status?

Approval
Date
6-Jan-15 Y
2-Jan-15 NA
2-Jan-15 NA
7-Jan-15 Y

Change
Date of
Assigned to IT
Notification
Team
6-Jan-15 Y
2-Jan-15 Y
2-Jan-15 Y
7-Jan-15 Y

Assignment
Change
Date
Completed?
7-Jan-15 Y
2-Jan-15 Y
2-Jan-15 Y
8-Jan-15 Y

6-Jan-15 Y
6-Jan-15 Y

7-Jan-15 Y
6-Jan-15 Y

7-Jan-15 Y
7-Jan-15 Y

6-Jan-15 Y
3-Jan-15 NA
3-Jan-15 NA
4-Jan-15 NA
5-Jan-15 NA
5-Jan-15 NA

6-Jan-15 Y
3-Jan-15 Y
3-Jan-15 Y
4-Jan-15 Y
5-Jan-15 Y
5-Jan-15 Y

6-Jan-15 Y
3-Jan-15 Y
3-Jan-15 Y
4-Jan-15 Y
5-Jan-15 Y
5-Jan-15 Y

6-Jan-15 Y

6-Jan-15 Y

7-Jan-15 Y

7-Jan-15 Y

7-Jan-15 Y

7-Jan-15 Y

7-Jan-15 Y
6-Jan-15 Y
6-Jan-15 NA
6-Jan-15 NA

7-Jan-15 Y
6-Jan-15 Y
6-Jan-15 Y
6-Jan-15 Y

7-Jan-15 Y
6-Jan-15 Y
6-Jan-15 Y
6-Jan-15 Y

7-Jan-15 Y
6-Jan-15 Y

7-Jan-15 Y
6-Jan-15 Y

7-Jan-15 Y
6-Jan-15 Y

7-Jan-15 Y

7-Jan-15 Y

7-Jan-15 Y

8-Jan-15 Y
8-Jan-15 Y
7-Jan-15 NA
7-Jan-15 Y
7-Jan-15 Y
8-Jan-15 Y
8-Jan-15 Y
8-Jan-15 Y
8-Jan-15 NA
8-Jan-15 NA
8-Jan-15 NA
8-Jan-15 Y

8-Jan-15 Y
8-Jan-15 Y
7-Jan-15 Y
7-Jan-15 Y
7-Jan-15 Y
8-Jan-15 Y
8-Jan-15 Y
8-Jan-15 Y
8-Jan-15 Y
8-Jan-15 Y
8-Jan-15 Y
8-Jan-15 Y

8-Jan-15 Y
8-Jan-15 Y
7-Jan-15 Y
7-Jan-15 Y
7-Jan-15 Y
8-Jan-15 Y
9-Jan-15 Y
8-Jan-15 Y
8-Jan-15 Y
8-Jan-15 Y
8-Jan-15 Y
8-Jan-15 Y

8-Jan-15 Y

8-Jan-15 Y

8-Jan-15 Y

10-Jan-15 Y

10-Jan-15 Y

11-Jan-15 Y

9-Jan-15 Y

9-Jan-15 Y

9-Jan-15 Y

9-Jan-15 Y
9-Jan-15 Y

9-Jan-15 N
9-Jan-15 Y

NA

N
9-Jan-15 Y

10-Jan-15 Y
9-Jan-15 Y
9-Jan-15 Y
9-Jan-15 Y
9-Jan-15 NA
9-Jan-15 NA
10-Jan-15 Y
10-Jan-15 Y
10-Jan-15 Y
10-Jan-15 Y
10-Jan-15 Y
10-Jan-15 Y
10-Jan-15 NA
10-Jan-15 NA
10-Jan-15 Y
10-Jan-15 Y

10-Jan-15 Y
9-Jan-15 Y
9-Jan-15 Y
9-Jan-15 Y
9-Jan-15 Y
9-Jan-15 Y
10-Jan-15 Y
10-Jan-15 Y
10-Jan-15 Y
10-Jan-15 Y
10-Jan-15 Y
10-Jan-15 Y
10-Jan-15 Y
10-Jan-15 Y
10-Jan-15 Y
10-Jan-15 Y

10-Jan-15 Y
9-Jan-15 Y
9-Jan-15 Y
9-Jan-15 Y
9-Jan-15 Y
9-Jan-15 Y
10-Jan-15 Y
10-Jan-15 Y
11-Jan-15 Y
10-Jan-15 Y
10-Jan-15 Y
10-Jan-15 Y
10-Jan-15 Y
10-Jan-15 Y
10-Jan-15 Y
10-Jan-15 Y

13-Jan-15 Y
11-Jan-15 NA
11-Jan-15 NA

13-Jan-15 Y
11-Jan-15 Y
11-Jan-15 Y

13-Jan-15 Y
11-Jan-15 Y
11-Jan-15 Y

12-Jan-15 Y
12-Jan-15 Y
12-Jan-15 NA
13-Jan-15 Y
13-Jan-15 Y
13-Jan-15 Y

12-Jan-15 Y
12-Jan-15 Y
12-Jan-15 Y
13-Jan-15 Y
13-Jan-15 Y
13-Jan-15 Y

13-Jan-15 Y
12-Jan-15 Y
12-Jan-15 Y
13-Jan-15 Y
13-Jan-15 Y
15-Jan-15 Y

13-Jan-15 Y
13-Jan-15 Y
13-Jan-15 Y

13-Jan-15 Y
13-Jan-15 Y
13-Jan-15 Y

13-Jan-15 Y
13-Jan-15 Y
13-Jan-15 Y

14-Jan-15 Y

14-Jan-15 Y

14-Jan-15 Y

15-Jan-15 Y

15-Jan-15 Y

15-Jan-15 Y

15-Jan-15 NA
14-Jan-15 NA
14-Jan-15 NA
14-Jan-15 NA

15-Jan-15 N
14-Jan-15 Y
14-Jan-15 Y
14-Jan-15 Y

NA

N
14-Jan-15 Y
14-Jan-15 Y
14-Jan-15 Y

14-Jan-15 Y

14-Jan-15 Y

14-Jan-15 Y

14-Jan-15 Y

14-Jan-15 Y

14-Jan-15 Y

14-Jan-15 Y

14-Jan-15 Y

14-Jan-15 Y

14-Jan-15 Y

14-Jan-15 Y

14-Jan-15 Y

14-Jan-15 Y
14-Jan-15 Y
14-Jan-15 Y
15-Jan-15 NA
15-Jan-15 NA
15-Jan-15 NA
15-Jan-15 NA

14-Jan-15 Y
14-Jan-15 Y
14-Jan-15 Y
15-Jan-15 Y
15-Jan-15 Y
15-Jan-15 Y
15-Jan-15 Y

14-Jan-15 Y
14-Jan-15 Y
14-Jan-15 Y
15-Jan-15 Y
15-Jan-15 Y
15-Jan-15 Y
15-Jan-15 Y

15-Jan-15 Y
15-Jan-15 Y

15-Jan-15 Y
15-Jan-15 Y

15-Jan-15 Y
17-Jan-15 Y

Requestor
Date
Notified of
Completed
Completion?
7-Jan-15 Y
2-Jan-15 Y
2-Jan-15 Y
17-Jan-15 Y

Date of
Notification
7-Jan-15
2-Jan-15
2-Jan-15
17-Jan-15

Request
Turnaround
Time
6
1
1
16

8-Jan-15 Y
9-Jan-15 Y

8-Jan-15
11-Jan-15

6
9

8-Jan-15 Y
3-Jan-15 Y
3-Jan-15 Y
4-Jan-15 Y
5-Jan-15 Y
5-Jan-15 Y

8-Jan-15
3-Jan-15
3-Jan-15
4-Jan-15
5-Jan-15
5-Jan-15

6
1
1
1
1
1

8-Jan-15 Y

10-Jan-15

9-Jan-15 Y

11-Jan-15

9-Jan-15 Y
10-Jan-15 Y
6-Jan-15 Y
6-Jan-15 Y

9-Jan-15
10-Jan-15
6-Jan-15
6-Jan-15

4
5
1
1

9-Jan-15 Y
8-Jan-15 Y

11-Jan-15
10-Jan-15

6
5

7-Jan-15 Y

7-Jan-15

10-Jan-15 Y
10-Jan-15 Y
7-Jan-15 Y
10-Jan-15 Y
7-Jan-15 Y
9-Jan-15 Y
11-Jan-15 Y
10-Jan-15 Y
8-Jan-15 Y
8-Jan-15 Y
8-Jan-15 Y
8-Jan-15 Y

10-Jan-15
10-Jan-15
7-Jan-15
10-Jan-15
7-Jan-15
9-Jan-15
13-Jan-15
10-Jan-15
8-Jan-15
8-Jan-15
8-Jan-15
8-Jan-15

4
4
1
4
1
2
6
3
1
1
1
1

NA

14-Jan-15 Y

14-Jan-15

13-Jan-15 Y

15-Jan-15

10-Jan-15 Y

10-Jan-15

13-Jan-15

1
5

12-Jan-15 Y
11-Jan-15 Y
13-Jan-15 Y
9-Jan-15 Y
9-Jan-15 Y
9-Jan-15 Y
12-Jan-15 Y
12-Jan-15 Y
11-Jan-15 Y
11-Jan-15 Y
11-Jan-15 Y
12-Jan-15 Y
10-Jan-15 Y
10-Jan-15 Y
15-Jan-15 Y
14-Jan-15 Y

14-Jan-15
12-Jan-15
13-Jan-15
9-Jan-15
9-Jan-15
9-Jan-15
13-Jan-15
14-Jan-15
11-Jan-15
11-Jan-15
11-Jan-15
12-Jan-15
10-Jan-15
10-Jan-15
15-Jan-15
14-Jan-15

6
4
5
1
1
1
4
5
2
2
2
3
1
1
6
5

14-Jan-15 Y
11-Jan-15 Y
11-Jan-15 Y

14-Jan-15
11-Jan-15
11-Jan-15

5
1
1

13-Jan-15 Y
15-Jan-15 Y
12-Jan-15 Y
13-Jan-15 Y
13-Jan-15 Y
15-Jan-15 Y

13-Jan-15
15-Jan-15
12-Jan-15
13-Jan-15
13-Jan-15
15-Jan-15

2
4
1
1
1
3

15-Jan-15 Y
14-Jan-15 Y
14-Jan-15 Y

15-Jan-15
14-Jan-15
14-Jan-15

3
2
2

15-Jan-15 Y

15-Jan-15

16-Jan-15 Y

16-Jan-15

N
13-Jan-15 Y

NA

NA

N
14-Jan-15 Y
14-Jan-15 Y
14-Jan-15 Y

NA
14-Jan-15
14-Jan-15
14-Jan-15

2
1
1
1

15-Jan-15 Y

15-Jan-15

15-Jan-15 Y

15-Jan-15

14-Jan-15 Y

14-Jan-15

14-Jan-15 Y

14-Jan-15

14-Jan-15 Y
15-Jan-15 Y
15-Jan-15 Y
15-Jan-15 Y
15-Jan-15 Y
15-Jan-15 Y
15-Jan-15 Y

14-Jan-15
15-Jan-15
15-Jan-15
15-Jan-15
15-Jan-15
15-Jan-15
15-Jan-15

1
2
2
1
1
1
1

17-Jan-15 Y
17-Jan-15 Y

18-Jan-15
17-Jan-15

4
3

Request
Turnaround Time Days to Turn Around
Request Turnaround Time
6
1
1
2
Mean
2.858824
1
3
Standard Error
0.269429
16
4
Median
2
6
5
Mode
1
9
6
Standard Deviation
2.48401
6
7
Sample Variance
6.170308
1
8
Kurtosis
8.18982
1
9
Skewness
2.227007
1
10
Range
15
1
11
Minimum
1
1
12
Maximum
16
5
13
Sum
243
6
14
Count
85
4
15
5
16
1
17
1
6
5
1
4
4
1
4
1
2
6
3
1
1
1
1
7
8
2
1
5
6
4
5
1

1
1
4
5
2
2
2
3
1
1
6
5
5
1
1
2
4
1
1
1
3
3
2
2
2
3
2
1
1
1
2
2
1
1
1
2
2
1
1
1
1
4
3

Bins

More

Frequency
0
0
1
37
2
14
3
6
4
8
5
8
6
8
7
1
8
1
9
1
10
0
11
0
12
0
13
0
14
0
15
0
16
1
0

RFC Turn Arou

40
35
30
25
Frequency

20
15
10
5
0
0

7
Days to

RFC Turn Around Time

10

Days to Turn Around

11

12

13

14

15

16

More

Request
Turnaround Time Days to Turn Around
Request Turnaround Time
6
1
1
2
Mean
2.702381
1
3
Standard Error
0.221984
6
4
Median
2
9
5
Mode
1
6
6
Standard Deviation
2.03452
1
7
Sample Variance
4.139271
1
8
Kurtosis
0.068967
1
9
Skewness
1.01411
1
10
Range
8
1
11
Minimum
1
5
12
Maximum
9
6
13
Sum
227
4
14
Count
84
5
15
1
16
1
17
6
5
1
4
4
1
4
1
2
6
3
1
1
1
1
7
8
2
1
5
6
4
5
1
1

Days to Turn Around

1
4
5
2
2
2
3
1
1
6
5
5
1
1
2
4
1
1
1
3
3
2
2
2
3
2
1
1
1
2
2
1
1
1
2
2
1
1
1
1
4
3

Days to Turn Around

Frequency
1
37
2
14
3
6
4
8
5
8
6
8
7
1
8
1
9
1
10
0
11
0
12
0
13
0
14
0
15
0
16
0
17
0
More
0

RFC Turnaround Time

40
35
30
25
Frequency

20
15
10
5
0
1

10

11

Days to Turn Around

rnaround Time

10

11

Days to Turn Around

12

13

14

15

16

17 More

Suppose the service level agreement states that changes will be completed, on
within two days of the original request. The data analyzed is for the first two we
January in 2014. The average time to turnaround a request for change during th
exceeded the goal of MRTT = 2. However, the graph shows that most RFCs were
within one day. There was one RFC that had an exceptionally long turnaround tim
days. This value affects the mean, causing it to be higher than it should. The an
should be repeated after throwing out that one extreme value (assuming it to be
case, an outlier, statistically speaking), to see if the mean is within the goal rang
removing the extreme value.

After repeating the analysis as shown in the Statistics 2 worksheet, we find that
is still above the goal value of 2 days. The next step would be to examine data f
previous months to see if the goal was being met. If it was then the requests tha
longer than 2 days in January should be examined for special circumstances or f
causes for the excess time to resolve.