How to establish a high-volume Change Management process

Course Code: 7015


This four-day course focuses on the application of various change management best practices to produce a high-volume, real-world oriented approach to change management based on various best practices, including ITIL®. Organizations must make regular and effective decisions about risk in order to compete effectively. Organizations that can assess, understand and make decisions about the risk of change in a high-volume way tend to be more productive than other organizations. Unfortunately, the application of change management theory often results in unnecessary bureaucracy and a net reduction of the organization’s ability to understand and make decisions about the risk of change.  This course demonstrates how leading organizations in their fields understand, assess and make effective and efficient decisions about the risk of change in a high-volume, non-bureaucratic way. This is a hands-on course that uses numerous exercises to demonstrate real-world approaches to change management.

ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Schedule Classes

Looking for more sessions of this class?
itil logo

Course Delivery

This course is available in the following formats:

Live Classroom
Duration: 5 days

Live Virtual Classroom
Duration: 5 days

What You'll learn

Service management

  • Change management
  • Service portfolio
  • Configuration management
  • Standard changes
  • Normal changes
  • Emergency changes
  • Continual improvement
  • Risk assessment


  • Accountability, boundaries and consistency
  • Cost-effectiveness and quality
  • Stages of the service lifecycle
  • Services
  • The service portfolio
  • Process and functions
  • A brief discussion of the processes defined by ITIL
  • Roles and responsibilities
  • Exercise 1: Understanding basic service management concepts
  • Understanding change management from a service portfolio perspective
  • What is a change?
  • Defining change management
  • What change management is not
  • Purpose and objectives of change management
  • Scope of change management
  • Change management policies, principles and basic concepts
  • Change management activities
  • Sources of information
  • Change management metrics and measurements
  • Challenges and risks
  • The continual service improvement approach
  • Why a high volume, predictable, real-world oriented change management process is important to your organization
  • Exercise 2: Understanding the theory of change management
  • Shifting to a real-world view of change management activities
  • Using the service portfolio as a structuring mechanism for change management
  • Establishing common sense policies and practical guiding principles for change management
  • Building a change management process based on real-world examples
  • Defining and exploiting standard changes
  • Leveraging people’s natural ability to understand and make decisions about the risk of change
  • Invoking configuration management
  • Normal changes and change advisory board meetings
  • Sample policies and guiding principles for change management
  • Real world example 1: Crossing a street
  • Real world example 2: Lane changes
  • Real world example 3: Prescription drugs and change interactions
  • Real world example 4: Parking lots and change management – choosing between non-ideal options
  • Real world example 5: An IT application update
  • Exercise 3: Practical policies and guiding principles for change management
  • What is a vision?
  • Understanding and agreeing to the desired state for change management in your organization
  • Defining the vision
  • Sample visions for change management
  • Exercise 4: Establishing a vision for change management
  • Understanding the current state of change management in your organization
  • Change management audit of intent
  • Change management audit of action
  • Sample change management assessment questions
  • Assessing levels of change management maturity
  • Sample assessment results
  • Exercise 5: Understanding the current state of change management in your organization
  • Introduction to SIPOC
  • Suppliers
  • Inputs
  • Process steps
  • Outputs
  • Customers
  • Sample non-IT use of SIPOC
  • Sample IT use of SIPOC
  • Exercise 6: Using SIPOC
  • Introduction to standard changes
  • Defining standard changes
  • Changes that are commonly standard changes
  • Changes that can be standard changes
  • Standard changes and expiration
  • Standard changes and levels of approval
  • Standard changes and a second set of eyes
  • Sample IT standard changes
  • Exercise 7: Defining standard changes
  • Introduction to extended SIPOC
  • Adding configuration items to SIPOC
  • Adding metrics and key performance indicators to SIPOC
  • Sample non-IT uses of extended SIPOC
  • Sample IT uses of extended SIPOC
  • Exercise 8: Using extended SIPOC to define standard changes
  • Introduction to normal changes
  • Change advisory board meetings
  • How are normal changes assessed, coordinated and managed
  • Best practices for normal changes
  • Best practices for change advisory board meetings
  • Creating and using the schedule of changes
  • Sample IT normal changes
  • Exercise 9: Conducting a change advisory board meeting
  • Introduction to emergency changes
  • How are emergency changes assessed coordinated and managed
  • Best practices for emergency changes
  • Best practices for emergency change advisory board meetings
  • Assessing, coordinating and making decisions about emergency changes
  • Exercise 10: Conducting an emergency change advisory board meeting
  • Comparing the vision and baseline
  • Identifying an implementation plan
  • Making the implementation plan specific
  • Sample change management implementation plan
  • Exercise 11: Developing an implementation plan for change management
  • Common delays, roadblocks challenges, risks and pitfalls
  • Developing responses
  • Adjusting the vision
  • Keeping the momentum going
  • Exercise 12: Developing responses to common challenges and risks
  • Establishing a path for long-term improvement
  • Increasing the rate and number of standard changes
  • Turning normal changes into standard changes
  • Reducing emergency changes and their effects
  • Leveraging people’s natural ability to understand and make decisions about risk
  • Detecting change interactions
  • Establishing effective boundaries for change management
  • Automating risk assessment
  • Packaging and bundling changes using release and deployment management
  • Exercise 13: Identifying and making improvement to change management
  • Review of concepts learnt
  • Questions and answers
View More


Participants of this course need to have a foundation level understanding of ITIL service management best practices. They also need to have experience working in organizations using various IT service management processes.

Who should attend

The course is highly recommended for current and aspiring –

  • CIOs and CTOs
  • Service management professionals
  • IT managers and directors
  • IT auditors
  • Change managers
  • Release and deployment management professionals
  • Configuration management professionals
  • Change management professionals
  • Continual improvement professionals

Interested in this course? Let’s connect!


There is no certification exam associated with this course.