Course Outline

Objectives:

To provide delegates with a practical approach to implementing Change Management in Organisations.
To provide delegates with a practical understanding of the management of Change across organisations.
To prepare delegates for the ISEB Practitioner examination in Change Management.

Prerequisites:

A pre-requisite for this course is the IT Service Management Foundation Course and delegates must have obtained the ISEB/EXIN Foundation Certificate in IT Service Management before attending the Change Management Practitioners Course

Course Outline

Planning for the implementation of Change Management
Prioritising and assessing impact, cost, benefit and risks of proposed changes
Managing the Tequest for Change (RFC) assessment and authorisation process
Preparing for and managing the Change Advisory Board (CAB)
Producing and managing of the Forward Schedule of Change (FSC)
Defining and agreeing change models
Overseeing building, testing and implementation of authorised changes
Co-ordinating the back-out of failed changes
Being aware of the support tools and techniques available for the implementation of Change Management and be able to indicate how improvements can be made
Monitoring and reporting on the major metrics and Key Performance Indicators of the change process
Interdependencies and interfaces between Change Management and the other IT Service Management processes