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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.

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AXELOS has confirmed Global Knowledge was the leading provider of certified ITIL training and exams in 2017 across their 1,500 global partners

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.

GK# 5883
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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

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)

Follow-On Courses