Change Management
A half day course covering all topics in relation to the Change Management process.
Students learn how to enter Change calls and process them. The training is a combination of lecture and lab exercises that explain the Change Management process. After completion, students will be able to: describe the Change Management processes and create, manage, solve and close tickets. Students will also learn the ins and outs of the Change Management interface and functionalities. Aside from defining problems, students will apply the relation mechanism to create relations between Change Management and other ITIL processes. The student learns to use the CMDB and to register CI’s within the Change.
Course Objectives
Before attending this course students must have completed the ExpertDesk Basic Course. The objectives mentioned below are specific to this course.
At the end of these course, students:
Process knowledge
- Are familiar with the concept of tickets and tasks
- Are familiar with the responsibilities of groups and individuals within the process
- Know the basic concepts and terminologies used within the process such as service process, service, CI, status, progress notes and request for change
- Can differentiate roles, users and groups within the problem management process
ExpertDesk skills for Change Management
- Create new change tickets
- Add attachments to a call or change ticket
- Add affected CI’s to a call or change ticket
- Pick up new tickets and processing them
- Create tasks for resolving agencies (business groups)
- Know the change management status and phase transitions and the associated actions
- Are familiar with standard and custom changes
- Understand the CI correlation indication and being able to use this information to check for tickets with the same origin or cause
- Link change tickets to other process tickets or a master ticket e.g. to collect change requests for a release
- Can authorize and plan a change, divide a change into categories and prioritize these
- Can communicate a change to other ITIL processes in order to let them know a change has to be made
Student Profile
The training course is aimed at employees involved in the Change Management process. Students must have completed the ExpertDesk Basic Course.
Course Information
The course is taught in groups of at least 5 students and does not exceed 10 students.
The fee per student for the half day course is € 225,-.
Available course dates
Questions? Contact our Training department.
