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CHANGE MANAGEMENT IN IT SERVICES

Change management in IT services is a dedicated training, during which the participants will gain profound knowledge about the benefits, risks and challenges connected to change management in infrastructure and IT services and will understand the relations between change management and other processes in IT.

COURSE OBJECTIVES

In-depth understanding of the ITIL best practices needed to apply effective change management in an IT organization

AUDIENCE

Managers and practitioners of change management, release and deployment management as well as configuration management processes; infrastructure managers, service owners, operations managers, all the people responsible for the delivery of IT services

COURSE FORM

Mix of instructor-led training, hands-on exercises and group workshop

BENEFITS
  • At the end of this course the participants will be able to:
    • identify the best practices of management of changes in IT services and IT infrastructure
    • identify the relationships between change management process and project management methods as well as apply change management practices to projects
  • Participants will learn:
    • how to adopt and adapt the change management process to different needs of an IT organization and IT services
    • how to establish the relationships between change management process and the other processes supporting service management activities
    • how to design the process activities in order to avoid bureaucracy and reluctance to changes
WE OFFER

Tailor-made content of training addressing customer needs, classes conducted by a trainer experienced in IT service management, printed course materials , set of assignments and scenarios (where needed); catering (refers to classes located in Sii), certificates of completion of training.

Training scope
  • Introduction – general overview of the Service Lifecycle; processes, procedures, roles and responsibilities connected with the Service Transition and Service Operation stages
  • Interdependencies and relationships regarding Change Management, Release and Deployment management and Service Asset and Configuration Management processes
  • Stability of IT services and IT infrastructure in connection to responsiveness to changing business needs
  • Management of a single change and management of changes:
    • Process goal and scope
    • Types of changes
    • Types of RFC (standard, normal, emergency)
    • Change models
  • Process roles and responsibilities:
    • CAB/ECAB
    • Change Manager
    • Change Owner
  • Good practices and advice:
    • how to avoid bureaucracy
    • how to define KPIs, CSFs and other metrics
    • how to apply RACI model
  • Benefits of change management process
  • Challenges and risks connected with implementing change management process within an IT organization
  • The number of participants : 8-15 days
  • Duration : 1 day
  • Language : Polish/English
  • Course material : English

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Contact Person

Agnieszka Rutkowska Business Development Manager
Training Practice

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