What performance indicators are important for Change Management?

The correct choice highlights the significance of monitoring the change success rate and the number of emergency changes as key performance indicators for Change Management.

The change success rate is crucial because it reflects the overall effectiveness of the Change Management process. A high success rate indicates that changes are being implemented successfully without causing disruptions or failures in the IT environment. This not only helps in maintaining service continuity but also builds trust in the Change Management process from stakeholders and users.

On the other hand, keeping track of the number of emergency changes serves as an important metric as well. Frequent emergency changes can indicate underlying issues in planning, assessment, or execution of standard changes. A high volume of emergency changes may suggest a reactive rather than proactive approach to managing alterations in the IT services, which can have implications for service stability and reliability.

In contrast, other options focus on different aspects of service or user experience, which, while important, do not directly measure the effectiveness of Change Management practices. For example, response times and service downtime relate to operational metrics, while user satisfaction and training effectiveness pertain to user experience and support processes. Total number of changes implemented annually could provide a volume perspective but does not reflect the quality or success of those changes. Therefore, monitoring the change success rate and emergency