ITIL Practitioner - Change Management

This course is for IT practitioners who wish to further their understanding of Change Management within the context of supporting IT services.

It addresses the challenges faced by organisations which need to introduce new IT services to aggressive timescales or to adapt existing services to meet new demands.  There is no forgiveness in terms of user expectations of service availability and performance so a well ordered approach to managing changes to the IT infrastructure is essential.

Without careful management of changes, much of an organisation’s investment in project management, service desks, service level agreement, etc. will be wasted.

This course is founded on the current industry standard guidance to be found in the Service Support volume of the IT Infrastructure Library (ITIL) and presents practical approaches to organising Change Management tasks and responsibilities.

This course will enable delegates 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 
• Prepare Change Management reports and metrics for distribution throughout the organisation

Delegates should hold the ITIL Foundation Certificate in IT Service Management. It is preferable for delegates to have at least one year's practical experience of working within an IT area where change is a feature.

• Implementation Planning
• Requests for Change (RFCs)
• Assessing Proposed Changes
• Making Decisions
• Streamlining the Process
• Overseeing Implementation and Release
• Ongoing Management
• Examination Preparation

The ISEB Practitioner Certificate in Change Management examination consists of a closed-book, one hour, case study based, 25 questions multiple-choice paper. This is taken at the end of the course and accounts for 50% of the overall marks. The remaining 50% is derived from a 75 minute in-course assessed Case Study assignment.