Who is responsible for defining metrics for change management?

The process owner (or 'practice owner' in ITIL 4 terminology) is the role accountable for the overall performance and value of a process. This accountability includes sponsoring, designing, and managing the process throughout its lifecycle. A key responsibility of the owner is to define the process's critical success factors and key performance indicators (KPIs), which are the metrics used to measure its effectiveness and efficiency. Therefore, the change management process owner is responsible for defining the metrics for change management.

B. The change advisory board (CAB): The CAB is a group that assesses, prioritizes, and provides recommendations on changes, but it does not own or define the metrics for the overall practice.

C. The service owner: A service owner is accountable for a specific service's delivery and performance, not for the governance of the organization-wide change control practice.

D. The continual service improvement manager: This role facilitates improvement activities across the organization but does not hold the specific accountability for defining the performance metrics of individual practices like change control.

1. AXELOS

ITIL® Foundation

ITIL 4 edition (2019):

Section 5.1

"General management practices

" introduces the concept of practices. It states

"For each practice

it is important to assign a practice owner." While the Foundation book does not detail all responsibilities of a practice owner

the role's accountability for the practice's outcomes is a core ITIL concept. Defining metrics is fundamental to managing outcomes.

2. AXELOS

ITIL 4: Create

Deliver and Support (2020):

Section 3.1.3

"Roles

competencies

and responsibilities

" clarifies that a practice owner is "accountable for the performance of a practice and for its improvement." This accountability inherently includes the definition and monitoring of performance metrics. This principle is a foundational element of ITIL tested in the Foundation exam.