The Maintenance Change Request Manager must periodically capture the metrics and key performance indicators agreed for assessing the performance of Maintenance Change Request Management process. These metrics must be assessed to identify variance between the committed and actual performance. The Maintenance Change Request Manager must analyze the cause of the variances and identify corrective and preventive actions for the same. Periodic performance review would help to identify the issues in the process being currently followed. These metrics must be analyzed and reported to the appropriate stakeholders (as mentioned in the Service Governance Plan).

Examples of key performance indicators for Maintenance Change Request Process include:

• Count of maintenance change requests received in a week/month
• Number of maintenance requests received for bug fixing
• Number of maintenance change requests where solution already available in KEDB
• Count of open maintenance change requests
• Effort variance
• Schedule variance
• Count of review defects
• Defect Distribution
• Defect density in production, etc