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ITIL Practitioner Change Management
Learn how to manage
Change Management using ITIL ‘Best
Practice’
| Chameleon offers the full portfolio
of EXIN accredited IT Service Management training
leading to ITIL Overview, Foundation, Practitioner
and Service Manager level qualifications. |
Duration
This three day course explores the guidance in ITIL
Change Management to understand the processes involved
in Change Management and the opportunities and challenges
faced when implementing and working with the discipline.
This course is used in preparation to undertake EXIN
Practitioner Certificate exam in Change Management
in the afternoon of day three of the course.
Course Code
ITILPCM
Public Course Price
£ 850.00 plus VAT including examination
Target Group
IT staff involved in the day to day working in the
Change Management environment, particularly those
staff with specific responsibility for the creation
and improvement of the Change Management process,
Change Managers and Release Management staff.
EXIN Exam and Entry Requirements
Delegates will receive the EXIN syllabus indicating
pre requisite knowledge, skill and practical experience
required to undertake this Practitioner course.
Pre Requisites
- Foundation Certificate
in IT Service Management
- Practical experience in
the field of Change Management
Course Benefits
- Gain an awareness of
the scope of Change Management
- Clearly integrate
activities with the Configuration and Release Management
processes
- Define work instructions and guidelines
for registering RFCs, impact/priority coding
- Define
work instructions to determine categories of changes
including urgent changes
- Understand the role of
the Change Manager and Change Advisory Board
- Learn
how to manage all Changes from request to successful
closure
- Create Key Performance Indicators (KPIs)
for Change Management
- Learn how to manage
urgent changes
- Discover ITIL Best Practice options
for Change Management
Course contents
Day 1 - The Scope of Change Management
Planning for the implementation of Change Management
ITIL Change Management process
Prioritising and assessing the impact, cost, benefit
and risk of proposed changes
Request For Change (RFC) authorisation process
Preparing and managing the Change Advisory Board (CAB)
meetings
Managing changes through their lifecycle
Assessing priority, impact and categorisation of changes
Producing the Forward Schedule of Change (FSC)
Defining and agreeing basic, urgent and standard changes
Building, testing and implementation of authorised
changes
Co-ordinating the backout of failed changes
Day 2 - Change Management Integration
Understand the interdependencies between Change Management
Integration with Configuration Management
Integration with Release Management
The Role of the Change Manager
Defining the role of the Change Manager
Responsibilities of the Change Manager for the CAB
Producing a job description
Change Advisory Board
The role and responsibilities of the CAB
The role of the CAB/Emergency Committee
Membership of the CAB
Practical change advisory board meeting
Day 3 - Change Management Reporting and Reviewing
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.
How to prepare Change Management reports for distribution
throughout the organisation and monitor and report
on major metrics for the Change process
Course Review and Exam Preparation
The three day course consists of exercises, syndicate
work and assignments that will assist in developing
an action plan for the future.
Course structure
The course is case study based, combining short lectures
with individual and group assignments. The course
provides a very good introduction to IT Service Management
and many organisations have chosen to send some or
all of their IT staff on these courses in preparation
for an implementation programme.
In Course Assessments/Assignments
Part of the examination is made up of an assessment
whereby the course provider tests two assignments during
the course. In order to obtain the Practitioner Certificate
in IT Service Management the result of this assessment
must be satisfactory.
Course Documentation
Delegates will receive a bound copy of the PowerPoint
slides used during the course, a copy of the itSMF
IT Service
Management pocket-guide and access during the course
to the OGC publications. Delegates will also receive
assignments, mock exams, exercises and case studies.
OGC Publications
This course utilises OGC Publications Service Support
and Service Delivery.
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