ITIL® Change Management — A 3-Day Course

 Open Public Course Closed In-House Course

Course Profile

This qualification covers the Service Management discipline of Change Management as described in the IT Infrastructure Library (ITIL®) Service Support book. The qualification also covers ITIL® Service Management principles in general, and the interdependencies between these and Change Management.

This is a practical course and consists largely of syndicate work and exercises with the necessary ITIL theory for the examination.

Course Objectives

Holders of the ISEB Practitioner Certificate in IT Service Management: Change Management will be able to demonstrate their competence in, and ability 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 and be able to indicate how improvements can be made
• Prepare Change Management reports for distribution throughout the organisation and monitor and report on the major metrics of the Change process
• Understand the interdependencies between Change Management and other IT and Service Management processes

Course Prerequisites

All delegates must be able to demonstrate at least one year's experience in the Change Management process. Delegates must have obtained the ISEB/EXIN Foundation Certificate in IT Service Management before attending the Change Management course.

Examinations

Practitioner qualifications have two parts to the exam. The first part is a course assignment overseen by the tutor - this is worth a maximum of 25 points. The second part is a 'closed book' exam comprising of 25 multiple choice questions to be answered in 60 minutes. Delegates must score a minimum of 12.5 points for each of the two parts of the exam and a minimum of 65% overall - e.g. 16.25 out of 25 in both parts.

Publicly scheduled dates, locations, and prices

Course Outline

Planning

The planning and implementation of the Change process

On completion of the course the candidate should be able to:

• Understand the planning activities involved in implementation of Change Management and management of the change lifecycle
• Understand the potential costs, benefits and problems associated with the implementation of Change Management
• Know the objectives and scope of Change Management
• Demonstrate an awareness of the support tools and techniques for Change Management

Prioritisation and Assessment

The checking, classifying and assessment of Requests for Change (RFCs)

On completion of the course the candidate should be able to:

• Prioritise RFCs based on business impact and urgency
• Assess the cost, benefit and risk of the proposed change
• Recognise when to utilise the emergency process
• ISEB/SYLL/PCITSM/ChangeV1/0103 and agree which changes can be handled through the use of standard changes and change models
• Categorise the RFC for authorisation
• Develop a business justification for proposed changes in association with the change initiator

RFC Authorisation

Organising the RFC authorisation process and manage meetings of the CAB and CAB/EC.

On completion of the course the candidate should be able to:

• Schedule, arrange and prepare the agenda for regular CAB meetings
• Ensure the correct membership of the CAB based on the RFCs to be considered
• Ensure full and relevant information is made available to the CAB members
• Arrange CAB/EC and CAB/EC meetings as required
• Report on minor changes and authorised independently of the CAB
• Report on major changes passed to Senior Management
• Report on the use of standard change models
• Plan and schedule authorised changes
• Produce and manage the Forward Schedule of Change (FSC)
• Liase with initiators of rejected changes

Building, Testing and Implementation

Oversee the building and testing of changes, and their subsequent implementation.

On completion of the course the candidate should be able to:

• Ensure that authorised changes are properly built
• Ensure that authorised changes are independently tested
• Ensure that authorised changes have back-out plans
• Co-ordinate the implementation of changes, liaising with Release Management as appropriate
• Co-ordinate the back-out of failed changes

Monitor and Report on Change Management

Monitor and report on the metrics of Change Management, and review the effectiveness of the process.

On completion of the course the candidate should be able to:

• Conduct change reviews
• Identify and report on the metrics of the change process
• Understand the significance and implications of the various metrics
• Understand the need for and methods of auditing process compliance
• Review Change Management processes identifying areas of weakness, instigating resolutions and recommending proactive improvements

Interfaces and Dependencies

The appreciation and understanding of the scope of the Change Management process together with the interfaces and dependencies of the other Service Management processes.

The candidate is able to:

• Identify and understand the interfaces that Change Management has with the other Service Management processes
• Define and document the dependencies of the other Service Management processes on Change Management processes and information
• Define and document the dependencies of Change Management on the other Service Management processes and information
• Implement procedures that facilitate the interfacing and dependence of Change Management with all other Service Management processes