IT Service Management Foundation Practice Test

Answer: C - You would refer to the Key Performance Indicators (KPIs) of Change Management if you wanted to measure the effectiveness and efficiency of the Change Management process.

Key Takeaway: There are a number of metrics that can be used to gain insight into how well the Change Management process is working. These include: the number of RFCs, number of successful changes, the number of emergency changes, how many changes are waiting to be implemented, what kind of backlog there is, the business impact of changes, and how frequent changes occur to CIs.