Change Management (CMP)
| Overview | 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. 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 organisation's investment in project management, service desks, service level agreements, 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. |
| Duration: | 3 days |
| Audience | IT practitioners who wish to further their understanding of Change Management within the context of supporting IT services. |
| Candidate Pre-requisites: | At least one years' practical experience of working within or alongside a Change Management discipline and prior attendance on a Service Management Essentials course (SME). Examination candidates must already hold the ISEB Foundation Certificate in IT Service Management.
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| Relevant Certifications | The ISEB Practitioner Certificate in Change Management examination consists of a closed-book, one hour, case study based, 25 question 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. |
| Course Content | Implementation Planning - Making a business case for investment in Change Management. Defining objectives and goals. Costs, benefits and value for money. Impacts and risks. Prioritisation schemes and Forward Schedule of Changes. The use of the CMDB. 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 Making Decisions - 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. Ongoing Management – Selecting and gathering management metrics. Defining, preparing and distributing reports on efficiency and effectiveness. Auditing and compliance. Examination Preparation - Exam case study familiarisation. Sample examination questions. |
Please contact us by telephone on +44 (0) 1344 488123 or email
on info@piit.co.uk for
booking or further information.
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