What is the primary goal of change management in ITIL?

The primary goal of change management in ITIL focuses on controlling the lifecycle of changes while minimizing disruptions to services. This is crucial because changes in IT services can lead to unintended consequences that affect the availability and reliability of services. By implementing a structured change management process, organizations can assess, approve, and implement changes in a controlled manner, thus ensuring that they do not adversely impact the existing operational environment.

The emphasis on minimizing disruptions is key because IT services must remain stable and reliable for end users. This includes evaluating the risk associated with changes, ensuring thorough testing before implementation, and establishing rollback plans in case a change does not proceed as expected. Through effective change management practices, organizations strive to enhance service quality while accommodating the need for modifications and improvements.

In contrast, increasing the number of changes made does not align with the core goals of change management, as indiscriminate changes could lead to chaos rather than improvement. Eliminating customer interactions would undermine the communication and feedback vital to validating changes and understanding their impact. Streamlining ticket response times focuses on operational efficiency rather than the strategic control necessary for effective change management.