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ITIL® in Action: Mastering Change Management

Exclusive – Learn the concepts, principles, activities, and techniques to manage a high-volume of change in a predictable, repeatable way.

GK# 5883

Course Overview


In this course, you will be immersed in the concepts, techniques, and activities associated with conducting, establishing, and managing a high volume of change in a modern-day IT environment. This course focuses on defining different aspects of change management in an IT environment using a real-world case study about an organization experiencing changes that are common to IT organizations. This course blends aspects of ITIL® and Six Sigma to describe how to set a realistic scope for a change management process, how to define and use standard changes, how to conduct a change advisory board for normal changes, and how to effectively manage and minimize emergency changes. Through a collection of several real-world exercises, you’ll learn how to manage different aspects of change in an IT organization. 

ITIL® is a registered trademark of Axelos Limited and is used under permission of Axelos Limited. All rights reserved.


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What You'll Learn

  • How the best practice describes the scope of a change management process
  • What is meant by standard, normal, and emergency changes
  • How to define success for and effectively measure aspects of a change management process
  • How to use SIPOC and Extended SIPOC
  • How to define common installs, moves, adds, changes, and disposals as change activities
  • How to manage a normal change
  • How to convert a normal change to a standard change
  • How to manage an emergency change per ITIL best practices
  • How to create an action plan for your change management process


  • ITIL Foundation certification (v3 or newer)
  • Two years of relevant work experience
  • To prepare for the class, we recommend that you review the ITIL 2011 publication Service Transition (2011 Edition, ISBN 978-0113313068)

Who Should Attend

  • CIOs, CTOs, managers, directors, supervisory staff, IT auditors, service management professionals, process designers, those involved in process improvement activities, and team leaders
  • Service designers, IT architects, planners, consultants, and security managers
  • Any other IT operations, technical, or IT management personnel requiring more information about how to manage change in an IT organization
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
  • Change management personnel

Follow-On Courses

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