Change Management

Change management is viewed differently depending on who you talk to. To the CIO, it is absolutely imperative to the overall stability of the IT infrastructure. Business units believe they need IT to make changes quickly and without risk/ interruption to meet ever changing business needs in this competitive environment. The IT staff will tell you that Change Management ties their hands and keeps them from doing their job. Who is right? This workshop will help you successfully implement best-practice Change Management methodologies. This high-energy workshop is filled with practical guidance, templates, quick wins, and tricks for successfully implementing best-practice methodologies for Change Management.

What You Will Learn

• Understand the purpose/goal/ objective of Change Management • Understand the value Change Management brings to your business or organization • Understand key concepts such as Classification, Risk Analysis, Forward Schedule of Change, Projected Service Availability, Standard Change Models, How Change Management and Project Management work together, and the Post Implementation Review • Identify and define key roles and responsibilities • Understand key activities in Change Management • Define Critical Success Factors and Key Performance Indicators for Change Management • Assess the maturity of your current Change Management process • Develop a draft Change Management Policy

Who Should Attend?

• Change Managers • Process Owners responsible for Change Management • Service and Support Leaders

Course Outline

• Unit 1: IT Service Management (ITSM) • Unit 2: Change Management – Overview • Unit 3: Why Change Management? • Unit 4: Change Management – In Depth • Unit 5: Relationship to other ITSM processes • Unit 6: Roles & Responsibilities • Unit 7: Value, Challenges, and Costs • Unit 8: Measuring Change Management • Unit 9: Keys to Success Unit 10: Process Maturity Assessment

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Public Classroom

Member Price: $699 | Price: $799

Facilitated by a faculty member, this One-Day, public course allows students to actively participate in exercises and discussions as well as network with peers from other companies.

  • Maintain adequate coverage in your support center by staggering training dates.
  • Focus on learning by being out of the office.
  • Structured discussions facilitate networking and learning from real-world experiences.
  • To learn more about public classroom training, contact an account manager or call 1.800.248.5667.

View the Public Classroom FAQs.

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HDI can train your team at your facility, eliminating individual travel costs and putting more control in your hands.

  • Control class size and pick training dates that accommodate your business schedule.
  • Focus on your organization’s key issues and pain points.
  • Save money. With groups of eight or more, this option is often more cost effective.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.

Learn More

HDI Corporate Training Program

HDI can certify your in-house instructor to deliver HDI courses to your staff. Purchase student kits, which include official HDI courseware and a certification exam, when training is scheduled.

This program is ideal for companies training more than 50 support staff annually and those that include HDI training and certification in their new-hire programs.

  • Learning is facilitated by someone who knows your business intimately.
  • Your instructor can customize specific areas (e.g., show actual company reports).
  • Your company controls the training schedule.
  • To learn more about this program, contact an account manager or call 1.800.248.5667.

There are no courses scheduled at this time. Please check back later or contact your account manager for immediate assistance.


HDI offers courses in cities throughout North America. Don’t see a class near you or when you would like to attend? Contact your Account Manager or find an HDI Partner to discuss your needs.

HDI Support Center Analyst

Date: 6/7 - 6/9/11

Location: Los Angeles Airport Marriott Hotel
5855 West Century Blvd.
Los Angeles, CA 90045

Full Course Description