Change management in IT services

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