Change Management And Continuous Service Improvement

The single repeatable process of change, managed like a project following a best practice implementation structure.

What you'll learn
You'll learn to understand and optimize the Change Management process and workflows in light of continuous service improvement.
You'll know the people involved and understand the Change Management Process Roles and Responsibilities.
You'll understand the differences between Normal, Standard, and Emergency Changes.
You'll have a better grasp of change management activities by recording and processing a Request for Change (RFC).
You'll learn to assess and evaluate the risk of a Request for Change (RFC).
Requirements
At least a basic understanding of IT Service Management processes at a foundational or awareness level. Completing my IT Service Management Foundations course is recommended, but optional.
Description
Change is inevitable - it’s happening either way - but that’s just a cliche. Whether you have a change management process in place or not, so you may as well leverage that momentum of change for something better: improve your service quality through continuous service improvement.The objective of this Change Management and Continuous Service Improvement course is to help you understand how change management works. We'll work on establishing and implementing a single repeatable process of change. Change in your service organization can be managed like a project following a best practice implementation structure, with the goal to stay ahead of change and remain in control of an ever changing organization.Many people recognize the need for improved change management, but may not know where to start. We begin the course with a recap of some of the common service management processes. This is not my foundations course so we won’t cover this in depth, but to ensure we’re all on the same page and share the same terminology this will lay the groundwork for we will continue to build upon throughout the program:You will learn how a service organization can apply Change Management as an instrument to monitor and improve service quality. You'll learn to develop a single repeatable process including workflows, procedures, roles and responsibilities, and policiesYou'll discover new ways to manage change like a project with the right activities in each stage of the process.You'll learn to involve the right team members  at each project phase within the functional areas of change management.Last but not least, you'll learn to leverage the change management process to implement a continuous service improvement cycle.In the last module of the course we’ll put everything we’ve learned together and create an action plan. Working backwards from the desired end results will help you to set and communicate meaningful short-term and long-term goals on your service management journey. Are you ready to get started?Not taking care of change management is costing you money right now - change is happening either way and if your organization isn’t on board with implementing and controlling change through a proper and appropriate change management process - you’re not gaining terrain but losing the battle quickly. Simply put: any projects you have underway today are at risk.I created this course for process managers, owners and coordinators who want to know how to control and manage Change in their service organization, and to start a cycle of continuous service improvement - but are afraid of introducing too much bureaucracy with formalized process models.There are considerable cost savings and efficiencies to be gained from well structured and planned changes and releases. Controlling change may not be an easy process - but your effort is well worth it when you focus on the right outcomes and objectives.

Overview

Section 1: Welcome and Introduction

Lecture 1 Introduction to the course

Lecture 2 Getting started: a personal welcome from your instructor

Lecture 3 Your story: how change management will be of benefit

Lecture 4 Change is not an easy process

Lecture 5 Course agenda: what this course is (and what it's not)

Lecture 6 Getting to know your instructor

Lecture 7 About learning: Getting the most value out of this course

Lecture 8 Download the course workbook

Lecture 9 Getting started

Section 2: Service Management Process Overview

Lecture 10 Service management: a solutions based approach

Lecture 11 High level overview of the processes

Lecture 12 A brief history of information technology

Lecture 13 The background of Service Management

Lecture 14 (Re)designing your processes: Keep it simple

Lecture 15 Exercise 1: The Big Picture

Lecture 16 Your service catalogue and managing change

Section 3: The Change Management Process

Lecture 17 A Single, Repeatable Process of Change

Lecture 18 The purpose of change management

Lecture 19 The scope of change management control

Lecture 20 Terminology: different types of changes

Lecture 21 Exercise 2: Change Types

Lecture 22 The RFC Form: Part 1

Lecture 23 Acronyms

Lecture 24 Recommended Change Management Policies: Design & Planning Change

Lecture 25 Approving 3 Different Types of Change

Lecture 26 Change Management Process Model

Lecture 27 Change Management Process Interfaces

Section 4: Change Management Process Activities

Lecture 28 The project of change: activities

Lecture 29 Submitting a request for change

Lecture 30 Accepting the request for change into the process

Lecture 31 Categorizing and assessing the request for change

Lecture 32 7 questions to help assess the change request

Lecture 33 Change Classification: Impact, Urgency and Priority

Lecture 34 Risk Assessment and Change Lead Times

Lecture 35 The RFC Form: Part 2

Lecture 36 Planning the Change

Lecture 37 The RFC Form: Part 3

Lecture 38 Implementing the change

Lecture 39 Post-implementation change review

Lecture 40 The RFC Form: Part 4

Lecture 41 Exercise 3: Process Activities

Section 5: Change Management Process Roles

Lecture 42 Change Management Roles Overview

Lecture 43 The role of your executive board

Lecture 44 Change Management Process Owner and Process Manager(s)

Lecture 45 The Change Advisory Board

Lecture 46 Running regular Change Advisory Board meetings

Lecture 47 Emergency Change Advisory Board

Lecture 48 Exercise 4: Your Change Organization

Section 6: Continuous Service Improvement

Lecture 49 Mind the gap: Making things better

Lecture 50 Continuous Service Improvement

Lecture 51 Assessing the maturity of your change management process

Lecture 52 Measuring Quality: A balancing act

Lecture 53 Quality Control and Assurance

Lecture 54 Measuring success: key performance indicators

Lecture 55 Setting smart goals for your key performance indicators

Lecture 56 Even smarter goals: the psychology of success

Lecture 57 Throwing the numbers out?

Section 7: Putting It All Together

Lecture 58 Putting it all together: the start of something new

Lecture 59 Next steps in Change Management

Lecture 60 Focus on Quick Wins in Service Management

Lecture 61 Key Performance Indicators for Change Management

Lecture 62 Lessons Learned and Possible Challenges on your Change Management Journey

Lecture 63 The unbalanced triangle: it's all about people, people, people

Lecture 64 Finding quick wins in change management

Lecture 65 The Road Ahead: Final thoughts on your action plan

Lecture 66 Next steps, thank you, and goodbye

This training program can be followed by all levels of your organization, but is intended for process managers, owners and coordinators who want to control and manage Change in their service organization, and to start a cycle of continuous service improvement - but are afraid of introducing too much bureaucracy with formalized process models.