Further Details
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.
Guide price
£850 per delegate + VAT |
