Achieving Change Analyst Certification within ITIL^® Service Management

The Scope of Change Management

Overview

• Considering the various areas of an organization when scoping the Change Management function
• Explaining the main areas that require Change Management

Core processes and considerations

• Identifying the main types of service provision
• Determining the impact of each service provision on the Change Analyst role
• Potential impact if changes are not controlled

The Role of the Change Analyst

Defining Change Management terminology

• Request for Change (RFC)
• Change Advisory Board (CAB)
• Change Schedule (CS)
• Projected Service Outage (PSO)
• Change models

Exploring the primary goals and functions of Change Management

• Reaffirming goals, purpose, value, quality, costs and risks within an organization
• High-level justifications
• How the size, type and complexity of an organization affects the process

Essential skills and competencies of the Change Analyst

• Applying the concepts of the RACI model
• Interfacing with closely linked processes and functions
• Relation to Release and Configuration Management

Planning Effective Communication

The vital role of interpersonal communication in Change Management

• Elements that contribute to body language
• Applying the principles of communication planning

Writing clearly and concisely to effectively communicate goals

• Identifying the different types of written communication and required level of formality
• Documenting to support Change Management

Analyzing Change Management Processes

Identifying relevant information

• Determining the typical inputs and outputs
• Describing the role of the change authorities
• Defining why approval and prioritization of all changes is necessary

Integrating critical Change Management activities

• Applying the activities of the end-to-end process
• Filtering changes
• Implications of impact assessments and factors to consider
• Reviewing the minimum requirements of a remediation plan
• The scheduling and coordination activities undertaken by the Change Analyst
• Post-implementation review

Supporting the Process Activities

Reviewing the key activities and defining critical information

• Categorizing the size and scale of changes
• Adjusting for minor to major change
• Allocating change types: Standard, Normal and Emergency
• Handling differences in procedures based on type
• The meaning of the Change Model and how it helps improve quality

Exploring Change Management techniques

• Types of risk: project vs. product, technical and financial business
• Applying the main concepts of risk assessments
• Differentiating between qualitative and quantitative assessments
• Applying CMS
• The importance of scheduling

Maintaining Quality

• Increasing quality over time
• Controlling quality with Change Management
• Key Performance Indicators (KPIs) and metrics
• The purpose and meaning of Continual Process Improvement