1 Answers

Who is responsible for defining Key Performance Indicators for Change Management?

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Who is responsible for defining Key Performance Indicators for Change Management?

A.
The Service Owner

B.
The Continual Service Improvement Manager

C.
The Change Advisory Board (CAB)

D.
The Change Management Process Owner

1 Answers



  1. emcmin on Dec 08, 2012 Reply

    Answers: D
    _ The Change Management Process Owner

    Explanation:
    ITIL 3 Service Design
    6 Organizing for Service Design
    6.4 ROLES AND RESPONSIBILITIES
    6.4.1 Process owner

    A process owner is responsible for ensuring that their process is being performed according to the agreed and documented process and is meeting the aims of the process definition. This includes such tasks as:

    * ….
    * Defining the Key Performance Indicators (KPIs) to evaluate the effectiveness and efficiency of the process

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