Detailed Course Outline
ITIL® 4 Practitioner: Change Enablement training course will cover the following topics: 1. The key concepts of the practice.
- 1.1. Explain the purpose of the practice.
- 1.2. Describe the PSFs & key metrics of the practice.
- 1.3. Explain the key terms/concepts:
- a) Change
- b) Change Model
- c) Standard Change
- d) Emergency Change
- e) Change Authority
2. The processes of the practice.
- 2.1. Describe inputs and outputs of the processes.
- 2.2. Describe the key activities of the processes.
- 2.3. Know how to integrate the practice in the organisation’s value streams.
3. The roles and competences of the practice.
- 3.1. Describe the responsibilities of the key roles of the practice:
- a) Change Manager / Coordinator
- b) Change Authority
- 3.2. Know how to position the practice in the organisational structure.
4. How information and technology support and enable the practice.
- 4.1. Explain the tools application
- 4.2. Apply the recommendations on automation.
5. The role of partners and suppliers in the practice.
- 5.1. Explain the dependencies of the practice on third parties.
- 5.2. Explain how partners and suppliers can support the practice.
6. How the ITIL® capability model can be used to develop the practice.
- 6.1. Explain how capability criteria support the practice capability development.
7. The recommendations for the practice success.
- 7.1 Understand the recommendations for change enablement success and how they are supported by the ITIL® guiding principles.