ITIL-FOUNDATION Question #137: Real Exam Question with Answer & Explanation

The correct answer is A: The change management process owner. The change management process owner holds accountability for defining how success is measured within the change management process, including all metrics and KPIs.

Question

Who is responsible for defining metrics for change management?

Options

AThe change management process owner
BThe change advisory board (CAB)
CThe service owner
DThe continual service improvement manager

Explanation

The change management process owner holds accountability for defining how success is measured within the change management process, including all metrics and KPIs.

Common mistakes.

B. The CAB is an advisory body that evaluates and approves changes, not a governance role responsible for defining process performance metrics.
C. The service owner is accountable for a specific IT service end-to-end, not for the internal metrics of a supporting process like change management.
D. The CSI manager drives improvement initiatives across the organization but does not define the baseline metrics for individual processes - that responsibility sits with each process owner.

Concept tested. ITIL process owner roles and responsibilities

Reference. https://www.axelos.com/certifications/itil-service-management/itil-4-foundation

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