Dont get caught out by changes
In a modern and dynamic business environment, new IT services must be introduced to aggressive timescales and existing services must be adapted to meet new demands. All this has to be achieved whilst maintaining high levels of availability and performance. A well ordered approach to managing changes to the IT infrastructure is essential if the required throughput is to be achieved without jeopardising what is already in place.
Without careful management of changes, much of an organisations 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.
Who will the course benefit?
IT practitioners who wish to further their understanding of Change Management within the context of supporting IT services.
This course will enable delegates to:
- Enhance their capability in Goal and objective setting.
- Enhance their capability in defining and documenting processes.
- Enhance their capability in selecting and applying management metrics.
- Enhance their capability in appraising working practices and making justified proposals for improvement.
Delegates should have attended Service Management Essentials course and/or hold the Foundation Certificate in IT Service Management. Additionally delegates should have at least one years practical experience of working within or alongside a Change Management discipline.
Configuration, Change and Release Management (PTYCCRM) course, which puts these disciplines into a wider, whole-lifecycle context.
Making a business case for investment in Change Management.
Defining objectives and goals.
Developing and documenting processes and roles.
Resolving the relationship between Change Management and other IT Infrastructure Library® (ITIL®) disciplines.
Selecting and acquiring tools.
Requests for Change (RFCs)
Sources of RFCs.
Details and formats for RFCs.
Assessing Proposed Changes
Costs, benefits and value for money.
Impacts and risks.
Prioritisation schemes and Forward Schedule of Changes.
The use of the CMDB.
Advice, approval, authorisation and accountability.
The Change Advisory Board (CAB).
Organising and chairing CAB meetings.
Streamlining the Process
Progressing and controlling urgent changes.
Simplifying decisions and actions through Change Models and Standard Changes.
Overseeing Implementation and Release
Tracking changes through their entire lifecycle.
Managing changes on an holistic basis.
Scrutinising release and rollout plans.
Obtaining assurance of adequate testing.
Coordinating backout of failed changes.
Selecting and gathering management metrics.
Defining, preparing and distributing reports on efficiency and effectiveness.
Auditing and compliance.
Exam case study familiarisation.
Sample examination questions.
The ISEB Practitioner Certificate in Change Management examination consists of a closed-book, one hour, case study based, 25 questions multiple-choice paper. This accounts for 50% of the overall marks. The remaining 50% is derived from a 75 minute in-course assessed Case Study assignment.
Both parts of the examination are taken during the course and ratified by ISEB within 6 weeks. The pass mark is 65%.