ISEB Certificate in Change, Configuration and Release Management Essentials (CCRM) (3 day)

Scheduled Dates (sort by: location | date)

A critical part of any Service Management function is managing changes to the ICT infrastructure. Based on the latest industry standard guidance in the Service Support volume of the IT Infrastructure Library, this course provides a practical introduction to the related topics of Configuration, Change and Release Management. The procedures described are also based on the formal standards to be found in BS15000: 2000 and BS5750.

The course is aimed at those staff who, having completed the Service and Support Essentials (SME) training, wish to develop their skills further in the ' Control Processes' elements of Service Support.

Delegates undertake practical case-study based assignments throughout the course. They will develop their skills in different areas, for example they will "build" a Configuration Management Database (CMDB). They will decide how much detail should be held. They will identify a fail-safe process for handling change requests. They will define the requirements for a Definitive Software Library and formulate the release policies and "roll out" tactics.

Audience

Staff (particularly service and project managers) who are responsible for implementing all (or major components) of Change, Configuration and Release Management within an IT organisation. Other IT support and delivery staff with responsibilities in this area.

Staff who intend to obtain the proposed ISEB Practitioner Certificate in Configuration, Change and Release Management.

Skills Gained

The purpose is to provide practical guidance on the design and implementation of an end-to-end Configuration Management, Change Management and Release Management process.

This course will enable delegates to:

• Plan for Configuration, Change and Release Management, based on the ITIL ' best practice'.
• Create a CMDB, DSL, DHS and Change Models.
• Plan and implement Release strategies.

Prerequisites

Service and Support Essentials(SME)course. Delegate wishing to obtain the proposed Practitioner Certificate must hold the Foundation Certificate in IT Service Management.

Examinations

As well as being compliant with the ITIL guidance in this area, this course also covers the draft syllabus of the ISEB BSD Certificate in Configuration, Change and Release Management which combines all three subject areas together in the same examination.

Course Outline

Session 1 - Introduction and review

• The scope, basic concepts and terminology
• of Configuration, Change & Release
• (CCR) Management. Their place within
• ITIL Service Management.

Session 2 - Configuration management

• The five stages of Configuration
• Management; planning, identification,
• control, status accounting and verification.
• Implementation and maintenance of the
• Configuration Management Database
• (CMDB).

Session 3 - Change Management

• The scope, basic concepts and terminology
• of Change Management.
• The normal and urgent change process
• lifecycle including prioritisation, impact
• assessment and resource assessment.
• The role of the Change Advisory Board
• (CAB) and the CAB Emergency
• Committee.
• Using Change Models.
• Change Management and the
• Development Process.

Session 4 - Release Management

• The scope, the basic concepts and
• terminology of Release Management.
• The types of software releases.
• Setting up a Definitive Software Library
• (DSL).
• The Definitive Hardware Store (DHS).
• The Process of Release Management,
• including implementing new hardware and
• software components.
• Impact of the Internet on Release
• Management.

Session 5 - Planning for the CCR Function

• Managing the CCR process.
• Measuring the CCR process.

ISEB Certificate in Change, Configuration and Release Management Essentials (CCRM) (3 day) / IP-CCR