Change Management And Continuous Service Improvement

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.
Homepage

https://www.udemy.com/course/change-management-and-continuous-service-improvement/

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