Course: ITIL Practitioner - Change Management

This qualification covers the Service Management discipline of Change Management as described in the IT Infrastructure Library (ITIL) Service Support book. The qualification also covers ITIL Service Management principles in general, and the interdependencies between these and Change Management.

Course Content

I. Planning

The planning and implementation of the Change process
On completion of the course the candidate should be able to:

• understand the planning activities involved in implementation of Change Management and management of the change lifecycle
• understand the potential costs, benefits and problems associated with the implementation of Change Management
• know the objectives and scope of Change Management
• demonstrate an awareness of the support tools and techniques for Change Management

II. Prioritisation and Assessment

The checking, classifying and assessment of Requests for Change (RFCs)
On completion of the course the candidate should be able to:

• Prioritise RFCs based on business impact and urgency
• Assess the cost, benefit and risk of the proposed change
• Recognise when to utilise the emergency process
ISEB/SYLL/PCITSM/ChangeV1/0103 © and agree which changes can be handled through the use of standard changes and change models
• Categorise the RFC for authorisation
• Develop a business justification for proposed changes in association with the change initiator

III. RFC Authorisation

Organising the RFC authorisation process and manage meetings of the CAB and CAB/EC.

On completion of the course the candidate should be able to:

• Schedule, arrange and prepare the agenda for regular CAB meetings
• Ensure the correct membership of the CAB based on the RFCs to be considered
• Ensure full and relevant information is made available to the CAB members
• Arrange CAB/EC and CAB/EC meetings as required
• Report on minor changes and authorised independently of the CAB
• Report on major changes passed to Senior Management
• Report on the use of standard change models
• Plan and schedule authorised changes
• Produce and manage the Forward Schedule of Change (FSC)
• Liase with initiators of rejected changes

IV. Building, Testing and Implementation

Oversee the building and testing of changes, and their subsequent implementation.

On completion of the course the candidate should be able to:

• Ensure that authorised changes are properly built
• Ensure that authorised changes are independently tested
• Ensure that authorised changes have back-out plans
• Co-ordinate the implementation of changes, liaising with Release Management as appropriate
• Co-ordinate the back-out of failed changes

V. Monitor and Report on Change Management

Monitor and report on the metrics of Change Management, and review the
effectiveness of the process.

VI. Interfaces and Dependencies

The appreciation and understanding of the scope of the Change Management process together with the interfaces and dependencies of the other Service Management processes.

On completion of the course the candidate should be able to:

• conduct change reviews
• identify and report on the metrics of the change process
• understand the significance and implications of the various metrics
• understand the need for and methods of auditing process compliance
• review Change Management processes identifying areas of weakness, instigating resolutions and recommending proactive improvements


The candidate is able to:

• identify and understand the interfaces that Change Management has with the other Service Management processes
• define and document the dependencies of the other Service Management
processes on Change Management processes and information
• define and document the dependencies of Change Management on the other Service Management processes and information
• implement procedures that facilitate the interfacing and dependence of Change Management with all other Service Management processes.



Prerequisites

To be entered for the Practitioner’s examination leading to the certificate, the candidate must fulfil three requirements:

• Attend an accredited training course and complete the in-course assignment
• Demonstrate at least one year’s experience in the Problem Management
process
• Hold the Foundation Certificate in IT Service Management

Candidates taking the examination immediately following a course will be entered for the examination by the course provider. Those wishing to take the central examination should register direct with the ISEB, from whom the entry form can be obtained.

In order to offer training leading to the Practitioner’s Certificate, course providers must first be accredited by the ISEB. A list of accredited training providers is available on the ISEB web site or from the Examination Officer at the ISEB.


Skills

Holders of the ISEB Practitioner Certificate in IT Service Management: Change Management will be able to demonstrate their competence in, and ability to:

• Plan for the implementation of Change Management
• Prioritise and assess the impact, cost, benefit and risk of proposed changes
• Organise the Request For Change (RFC) authorisation process
• Prepare for and manage the Change Advisory Board (CAB) meetings
• Manage changes through their lifecycle
• Produce and manage the Forward Schedule of Change (FSC)
• Define and agree change models and standard changes
• Oversee building, testing and implementation of authorised changes
• Co-ordinate the back-out of failed changes
• Be aware of the support tools and techniques available for the implementation of Change Management and be able to indicate how improvements can be made
• Prepare Change Management reports for distribution throughout the organisation and monitor and report on the major metrics of the Change process
• Understand the interdependencies between Change Management and other IT and Service Management processes