TOPICS

Course Outline
  1. Course Introduction
  2. ITIL Basic Concepts Review
The Service Lifecycle and Stages of the Lifecycle
Services
The Service Portfolio
Processes and Functions
A Brief Discussion of the Various ITIL Processes
Roles and Responsibilities
  3. Change Management Overview
Understanding Change from a Service Portfolio Perspective
What Change Management is Not
Purpose and Objectives of Change Management
Scope of Change Management
Why a High-Volume, Predictable, Real-World Oriented Change Management Process is Important to Your Business
Policies, Principles, and Basic Concepts
Change Management Activities
Sources of Information
Metrics and Measurements for Change Management
Challenges and Risks
  4. A Real-World, High-Volume Approach to Change Management
Establishing a Vision and Baseline for Change Management
Using the Service Portfolio as a Structuring Mechanism for Change Management
Building a Change Management Process Based on Real-World Examples
Defining and Exploiting Standard Changes
Leveraging People’s Natural Ability to Understand and Make Decisions about Risk
Invoking Configuration Management
Normal Changes and Change Advisory Board Meetings
Emergency Changes and Emergency Change Advisory Board Meetings
   5. Establishing a Vision and Baseline for Change Management
Understanding and Agreeing to the Desired State for Change Management in Your Organization
Understanding the Current State of Change Management in Your Organization
Change Management Audit of Intent
Change Management Audit of Action
Change Management Assessment Questions
Change Management Key Performance Indicator, Metrics, and Measurements
Change Management Roles and Responsibilities
Change Management Process Integration
Documenting the Difference Between the Vision and the Baseline
  6. Using the Service Portfolio as a Structuring Mechanism for Change Management
How Change Affects the Service Portfolio
Change Management and the Service Pipeline
Change Management and the Service Catalogue
Change Management and Retired Services
  7. Building a Change Management Process Based on Real-World Examples
Why Most Change Management Processes Fail
Understanding and Making Decisions about Risk in a High-Volume Way
Real-World Example 1 – Crossing a Street
Real-World Example 2 – Lane Changes
Real-World Example 3 – Parking Lots and Change Management – Choosing Between Non-Ideal Options
Real-World Example 4 – An IT Application Updates
8. Defining and Exploiting Standard Changes
What is a Standard Change?
Defining Standard Changes
Common Activities that are Often Standard Changes
Standard Changes and Expiration
Standard Changes and Levels of Approval
Standard Changes and A Second Set of Eyes
  9. Leveraging People’s Natural Ability to Understand and Make Decisions about Risk
Why People are Hired
Avoiding Bureaucratic or Strictly Hierarchical Approaches to Change Management
Streamlining a Change Management Process
Using Tools Effectively
Change Management and Incident Management
Change Management Approval Matrices
Change Approvals and Change Types
Leveraging Real-World Examples in the Context of Change Approvals
 10. Invoking Configuration Management
What is Configuration Management?
How Does Configuration Management Underpin Change Management
Relationships Between Configuration Items
Detecting Interactions Between Changes Through Effective Configuration Management
Defining and Managing Target Impacts
Using Target Impacts for Risk Assessment
Automating Risk Assessment
 11. Normal Changes and Change Advisory Board Meetings
What are Normal Changes?
How are Normal Changes Assessed, Coordinate, and Managed?
Best Practices for Normal Changes
Best Practices for Change Advisory Board Meetings
Creating and Using the Schedule of Changes
  12. Emergency Changes and Emergency Change Advisory Board Meetings
What are Emergency Changes?
How are Emergency Changes Assessed, Coordinated, and Managed?
Best Practices for Emergency Changes
Best Practices for Emergency Change Advisory Board Meetings
Assessing, Coordinating, and Making Decisions about Emergency Changes
  13. Applying the Concepts Learned in this Course
Acceptable Volumes of Change Types
Continual Identification and Definition of Standard Changes
Continual Assessment and Understanding of Normal Changes
Transforming Normal Changes into Standard Changes
Avoiding and Handling Emergency Changes
How Change Management and Configuration Management Work Together
Building an Implementation Plan for Change Management
  14. Summary
Review of Concepts Learned
Questions and Answers
 Exercise 1: A Practical Understanding of Basic Service Management Concepts
 Exercise 2: Understanding the Theory of Change Management
 Exercise 3: Practical Guiding Principles for Change Management
 Exercise 4: Establishing a Vision and Baseline for Change Management
 Exercise 5: The Service Portfolio and Change Management
 Exercise 6: Real-World Approaches to Change Management
 Exercise 7: Identifying Standard Changes
 Exercise 8: Structuring a Change Approval Matrix for Your Organization
 Exercise 9: Defining Target Impacts for Your Organization
 Exercise 10: Conducting a Change Advisory Board Meeting
 Exercise 11: Conducting an Emergency Change Advisory Board Meeting
 Exercise 12: Building an Effective Change Management Implementation Plan