Course objectives

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

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
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
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

The number of participants: 8-15 people

Duration: 1 day

Available language: PL / EN

Available course material: PL / EN

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

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Agnieszka Rzeczkowska

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Agnieszka Rzeczkowska

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