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ITIL(R) V2 Practitioner Certificate in Change Management |
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| 3 days - ITIL2CM | ||
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Profile |
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This qualification covers the Service Management discipline of Change Management as described in the IT Infrastructure Library (ITIL) Service Support book. The qualification also covers ITIL Service Management principles in general, and the interdependencies between these and Change Management. Course Content I. Planning The planning and implementation of the Change process On completion of the course the candidate should be able to: - understand the planning activities involved in implementation of Change Management and management of the change lifecycle - understand the potential costs, benefits and problems associated with the implementation of Change Management - know the objectives and scope of Change Management - demonstrate an awareness of the support tools and techniques for Change Management II. Prioritisation and Assessment The checking, classifying and assessment of Requests for Change (RFCs) On completion of the course the candidate should be able to: - Prioritise RFCs based on business impact and urgency - Assess the cost, benefit and risk of the proposed change - Recognise when to utilise the emergency process ISEB/SYLL/PCITSM/ChangeV1/0103 and agree which changes can be handled through the use of standard changes and change models - Categorise the RFC for authorisation - Develop a business justification for proposed changes in association with the change initiator III. RFC Authorisation Organising the RFC authorisation process and manage meetings of the CAB and CAB/EC. On completion of the course the candidate should be able to: - Schedule, arrange and prepare the agenda for regular CAB meetings - Ensure the correct membership of the CAB based on the RFCs to be considered - Ensure full and relevant information is made available to the CAB members - Arrange CAB/EC and CAB/EC meetings as required - Report on minor changes and authorised independently of the CAB - Report on major changes passed to Senior Management - Report on the use of standard change models - Plan and schedule authorised changes - Produce and manage the Forward Schedule of Change (FSC) - Liase with initiators of rejected changes IV. Building, Testing and Implementation Oversee the building and testing of changes, and their subsequent implementation. On completion of the course the candidate should be able to: - Ensure that authorised changes are properly built - Ensure that authorised changes are independently tested - Ensure that authorised changes have back-out plans - Co-ordinate the implementation of changes, liaising with Release Management as appropriate - Co-ordinate the back-out of failed changes V. Monitor and Report on Change Management Monitor and report on the metrics of Change Management, and review the effectiveness of the process. On completion of the course the candidate should be able to: - conduct change reviews - identify and report on the metrics of the change process - understand the significance and implications of the various metrics - understand the need for and methods of auditing process compliance - review Change Management processes identifying areas of weakness, instigating resolutions and recommending proactive improvements VI. Interfaces and Dependencies The appreciation and understanding of the scope of the Change Management process together with the interfaces and dependencies of the other Service Management processes. The candidate is able to: - identify and understand the interfaces that Change Management has with the other Service Management processes - define and document the dependencies of the other Service Management processes on Change Management processes and information - define and document the dependencies of Change Management on the other Service Management processes and information - implement procedures that facilitate the interfacing and dependence of Change Management with all other Service Management processes. Recommended minimum number of hours training in the above syllabus: 18 hours |
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Prerequisites |
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To be entered for the Practitioner’s examination leading to the certificate, the candidate must fulfil three requirements: - Attend an accredited training course and complete the in-course assignment - Demonstrate at least one year’s experience in the Change Management process - Hold the Foundation Certificate in IT Service Management All delegates must hold the Foundation Certificate. If the delegate doesn't hold the certificate or are waiting for the results, they will be able to attend the course, but not take the exam at the end of it. Candidates taking the examination immediately following a course will be entered for the examination by the course provider. Those wishing to take the central examination should register direct with the ISEB, from whom the entry form can be obtained. In order to offer training leading to the Practitioner’s Certificate, course providers must first be accredited by the ISEB. A list of accredited training providers is available on the ISEB web site or from the Examination Officer at the ISEB. The training may be offered in a variety of formats, but is most commonly available as a three-day course. Could you please ensure that all PCITSM candidates attending your Training Courses provide one of the following when sitting any of the PCITSM Exams. 1. ISEB Foundation Certificate Number / Candidate Number (a candidate can call any member of the ISEB Team to get this information) 2. A copy of their Exin Certificate 3. A copy of their Prometric Test Centre result slip Please note that papers will be witheld from Marking for those who have not provided one of the above. For those who do provide their evidence, the papers will be marked in the usual way and results issued within the four week timescale. On attending the course please ensure you provide documented evidence that you have passed the ITIL(r) Version 2 Foundation Certificate, by either presenting your certificate (or a copy of your certificate ) to the course lecturer. If you cannot provide the physical certificate, then as a minimum you must provide the certificate number. if the exam board was not ISEB, you must also provide the name of the examination board who issued the certificate . Failure to this will result in you exam results being withheld by the exam accreditation body until proof of V2 Foundation accreditation has been provided. If you have lost your certificate or you do not have a record of your certificate number please contact ISEB directly before attending the course. ISEB can be contact on the following number 01793 417655. Thank-you for your co-operation.
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Holders of the ISEB Practitioner Certificate in IT Service Management: Change Management will be able to demonstrate their competence in, and ability to:
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ISEB |
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