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Overview

This course is of particular use to those of you working within, or tasked with implementing, the Change Configuration and Release processes. The course is also useful to those of you working in one particular discipline, but wishing to broaden your knowledge of other related Service Management disciplines

Prerequisites

• Foundation Certificate in IT Service Management and at least 1 year’s experience of working within Release and control

Course outline

Objectives

• Problems and benefits
• Life cycle methods and requirements
• Overview of change configuration and release management processes
• Understanding the principles, language and terminology
• The importance of planning, measures & targets
• Contents of a CRC plan
• Contributing to the planning process

Configuration Management

• Getting started
• Selection, identification, classification and describing configurations
• Establishing baselines
• Roles and responsibilities for projects, development, test, go-live and operations
• Configuration control activities
• Interface controls/sub-contract management
• Status accounting and reporting
• Configuration auditing and verification
• What a Configuration Management system should contain and how to populate it
• Software libraries and storage
• Maintenancev secure storage and retrieval of master copies of software, media and documentation
• Managing software – version, change, build, release control

Change Management

• Objectives and scope for projects, development, test & live
• Identifying and documenting the need for change
• Categorisation, coding systems, change forms
• Urgent and emergency changes
• Identifying, recording, reporting & managing changes
• Evaluation/assessment of a change
• Conducting a successful change Advisory Board (CAB) meeting
• Change Management organisation, authority levels and decision making
• Implementation and verification of a change
• Ensuring conformance

Release Management

• Scope and Objectives
• Release Policy and planning
• Release identification and packaging
• Designing, building and configuring a release for rapid roll-outs that are right first time
• Delivery, roll out and implementation including distribution & installation
• Auditing, verification & acceptance of the release
• Role of the ‘model office’
• Process relationships

Implementation and Continuous improvement

• How to achieve an effective implementation
• Processes, People, Tools and Data
• Case studies
• Self assessment and gap analysis Continuous improvement and evolution

Examinations

The course ends with 2 one hour exams

• 1 hour ‘closed book’ written paper and
• 1 hour ‘closed book’ multiple-choice paper, with 25 questions

Both exams are based on a case study

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