[RM 1: The purpose of the practice]
An organization invested in the development and adoption of a common approach to release management.
Which metric will help the organization to understand if this initiative has been successful?
A.
Alignment of release management procedures between the organization and its suppliers
B.
The percentage of releases that do not result in incidents
C.
The satisfaction rating given by service consumers of individual releases
D.
The number of releases that were implemented after the target implementation date
Correct Answer: B
Explanation:
A common approach to release management aims to improve the reliability and stability of releases.
TheITIL® 4 Practitioner: Release Managementdocument highlights key metrics for evaluating the
success of release management:"Key metrics for release management often include the percentage of
releases that do not result in incidents, as this indicates the stability and reliability of the release
process"(Section 5.3).
Option A (Alignment with suppliers) is a process improvement metric but doesn’t directly measure the
success of the release outcomes.
Option B (The percentage of releases that do not result in incidents) directly measures the effectiveness of
the release process by assessing its impact on service stability, aligning with the goal of a common
approach to reduce errors and disruptions.
Option C (Satisfaction rating) is a valuable metric but is more subjective and less directly tied to the
operational success of a common approach.
Option D (Number of delayed releases) measures timeliness but not the quality or stability of the releases.
The best metric to assess the success of a standardized release management approach is the reduction in
incidents, making B the correct answer.
[Reference: ITIL® 4 Practitioner: Release Management , Section 5.3: Key Metrics for Release
Management.]