Change, Configuration and Release Management Essentials (CCRM) (5 day)

Course Overview

By implementing the Change, Configuration and Release Management processes within an IT infrastructure, IT departments can control what is in the infrastructure and manage how and when changes are made. In this course, you learn how to plan, implement and optimise the Change, Release and Configuration Management processes. Through interactive workshops and practical assignments, you gain the skills necessary to successfully take the ITIL Change, Configuration and Release Management Certification Exam.

Audience

Those who want to achieve ITIL Change, Configuration and Release Management certification. The ITIL Foundation Certificate is required to take the ITIL Change, Configuration and Release Management Certification Exam, which is given on the final day of class.

Skills Gained

You will learn to:

• Prepare for and take the ITIL Change, Configuration and Release Management Certification Exam
• Plan key activities for Change Management, Configuration Management and Release Management
• Define the monitoring and reporting requirements of key performance indicators and achievements
• Organise the relationships between the Change, Configuration and Release Management processes
• Propose continuous improvements for the Change, Configuration and Release Management processes
• Optimise the Change, Configuration and Release Management processes

Course Outline

Introduction and Overview

• Managing, organising and optimising the Change, Configuration and Release Management processes
• Controlling the changing environment
• Ensuring quality Releases
• Mapping the infrastructure Configuration

Planning the Key Change, Configuration and Release Management Activities

Change Management

• Determining the objectives and scope
• Defining the roles and responsibilities
• Performing risk assessments and obtaining approval

Release Management

• Establishing Release policies
• Planning the monitoring and reporting of process effectiveness

Configuration Management

• Defining the Configuration Management Database (CMDB) scope
• Determining Configuration Item (CI) naming conventions
• Planning for CMDB data discovery, collection and population

Monitoring and Reporting

• Monitoring and managing the Change, Configuration and Release Management activities
• Identifying key issues impacting effective operation
• Establishing metrics and management information
• Developing and monitoring critical success factors and key performance indicators

Exchanging Information

• Establishing information exchange between the Change, Configuration and Release Management processes
• Integrating with other Service Management processes

Maintaining the Procedures

• Mapping Change, Configuration and Release Management procedures to daily work activities
• Defining criteria for Change prioritisation
• Planning resource allocation for Releases
• Ensuring CMDB quality through verification and audit

Establishing Change Management

Classifying, prioritising and approving Changes

• Considering business, technical and financial aspects of Change
• Performing risk and impact assessments
• Scheduling and resource allocation

Change Manager responsibilities

• Filtering Requests for Change (RFC)
• Selecting Change Advisory Board (CAB) and CAB/Emergency Committee membership
• Ensuring effectiveness through Post-Implementation Review

Organising Release Management

Planning for Releases

• Determining requirements for full, delta and package Releases
• Establishing Definitive Hardware Store (DHS) and Definitive Software Library (DSL)
• Confirming software license compliance

Designing, building and configuring Releases

• Build management
• Constructing back-out plans
• Ensuring fit-for-purpose testing

Distribution and installation

• Considering all technical and non-technical aspects of Releases
• Managing the logistics
• Training and communicating to all stakeholders

Applying Configuration Management

• Establishing your Configuration baselines
• Managing physical and logical relationships
• Identifying downtime through Status Accounting

Optimising the Change, Configuration and Release Management Processes

• Utilising key performance indicators
• Conducting reviews for process effectiveness
• Establishing ongoing quality improvements
• Applying quality standards
• Auditing for performance and achievements

Change, Configuration and Release Management Essentials (CCRM) (5 day) / IP-CCR5