When beginning an ITSM program, what are the metrics to focus on for measuring change management?

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VP of IT in Finance (non-banking), 10,001+ employees
Number of resources used
Reduction in resource due toITSM processes
Reduction in percentage of tickets
Director in Manufacturing, 1,001 - 5,000 employees
Key one for us was on Service Desk.  First Call Resolution.  It can be hard to judge though if your front line operators just open a new ticket when the customer calls in the 2nd and 3rd time for the same issue.   We had 130,000 people in the business so monitoring this is an on-going struggle for accuracy.  
VP of IT in Manufacturing, 1,001 - 5,000 employees
Change Management:
- First time success
- Before and after metrics to measure stated change goals
Global Chief Technology Officer in Services (non-Government), 1,001 - 5,000 employees
It varies by use case and organisation, but I would tend to focus on:
Change in End-user satisfaction (NPS, CSAT, etc.)
Adoption rate
Resolution and response SLA/SLT delta

CIO in Finance (non-banking), 1,001 - 5,000 employees
Reduction of ticket fixing turn around time
Reduction in resources

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CTO in Software, 201 - 500 employees
Without a doubt - Technical Debt! It's a ball and chain that creates an ever increasing drag on any organization, stifles innovation, and prevents transformation.
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