BCS Specialist Certificate in Change Management Syllabus

Transcription

1 BCS Specialist Certificate in Change Management Syllabus Version 2.0 April 2017 This qualification is not regulated by the following United Kingdom Regulators - Ofqual, Qualification in Wales, CCEA or SQA Copyright BCS 2017 Page 1 of 16

2 BCS Specialist Certificate in Changes Relationship Management Syllabus Introduction... 4 Objectives... 4 Specific Learning Objectives 4 Target Audience... 5 Course Format and Duration... 5 Eligibility for the Examination... 6 Format of the Examination... 6 Additional time... 6 For candidates requiring reasonable adjustments 6 For candidates whose language is not the language of the examination 6 Excerpts from BCS books... 6 Guidelines for Accredited Training Organisations... 7 Use of Calculators... 7 Syllabus Introduction to Change Management 8 2. Change management related processes, based on industry best practices 8 3. Tools, methods and techniques Change management roles and responsibilities SFIA and ITIL Control, measurement and reporting activities Analysis of reports, failed changes, delayed changes, statistics and trends Interfaces and Dependencies Planning, improvement and implementation Mock Examination 13 Levels of Knowledge / SFIA Levels Question Weighting Format of Examination Trainer Criteria Classroom Size Invigilator to Candidate Ratio during examination Recommended Reading List Additional Reading Material Copyright BCS 2017 Page 2 of 16

3 Change History Any changes made to the syllabus shall be clearly documented with a change history log. This shall include the latest version number, date of the amendment and changes made. The purpose is to identify quickly what changes have been made. Version Number and Date V2.0 April 2017 V1.9 March 2015 V1.8 January 2014 V1.7 October 2013 V1.6 March 2012 V1.5 February 2012 V1.4 December 2011 V1.3 August 2011 V1.2 September 2010 V1.1 August 2010 V1.0 May 2010 Changes Made Standardised New Template Format adopted, with revised ToC. No material change to syllabus content. K levels checked Updated language requirements for extra time and use of dictionaries. Added in new sections for reasonable time, eligibility for the examination, format and duration of the course and BCS excerpts from books. Candidate experience reduced to one year from two. Added simple non programmable calculators can be used during the exam supplied by the candidate. Updated trainer requirements to show minimum pass rate. Minor amendment to Reading List ISO/IEC20000 References to ITIL, ISO/IEC 20000, COBIT and SFIA inserted at Rational and Reading List. Minor update to reading list entry. Minor grammatical improvements Replaced ISEB logo with BCS logo. Made it clearer that accredited training is strongly recommended but is not a pre-requisite Corrected trainer criteria. Changed exam time to 90 minutes. Added in trainer criteria and classroom sizes. Syllabus formatted and updated following ATO feedback Copyright BCS 2017 Page 3 of 16

4 Introduction This qualification reflects the general industry best practices currently in use in IT service management (ITSM) and particularly Change Management (CH). The subject matter within this qualification is based on industry best practice, frameworks and guidelines. This qualification forms part of the BCS IT Service Management (ITSM) Specialist series. Please note that throughout this document: all references to ITIL refer to the 2011 editions which can be purchased from the TSO bookshop ( all references to ISO20000 refer to the 2011 edition of Part 1 all references to COBIT refer to the COBIT V4.1 all references to SFIA refer to the SFIA V4.0 Objectives This course provides candidates with an understanding of the principles of, and practical experience, of using industry best practice involved in the prioritising and assessing of changes, authorising changes, managing the building, testing and implementation of changes, reviewing changes and the planning and implementation of the change process, leading to a specialist qualification in Change Management (CH) Specific Learning Objectives Holders of the BCS Specialist Certificate in Change Management will be able to demonstrate their competence in, and their ability to: Explain the goals and objectives of change management Understand and explain processes and roles of change management Use different approaches to, and application of, standards, industry best practice frameworks and guidelines, relevant to change management Develop and improve the customer and business focus of change management Prioritise and assess the impact of proposed changes Assess and manage the risk, benefit and cost of proposed changes Manage the authorisation process Manage changes through their lifecycle Define and agree change models and standard changes Produce and manage forward schedules of change Co-ordinate, schedule, target and focus resources on managing changes, based on priorities Oversee and manage the building, testing and implementation of authorised changes Be aware of the support tools and techniques available for the implementation and support of change management, where possible identifying and instigating improvements Copyright BCS 2017 Page 4 of 16

5 Analyse change records, reports and statistics and propose resolutions to reduce the number of failed changes by proactively preventing failed changes, in conjunction with problem management Produce change management reports to disseminate, interpret and use their contents Understand the interdependencies between change management and other IT areas and processes Assist with the planning and implementation of change management Target Audience This course is aimed at those working or preparing to work in a change management role and/or within a change management process whether at a technical, operational, supervisory or managerial level. This course may also be of interest to project managers, business managers and business process owners. The purpose of the Specialist qualification in change management is to certify that the candidate has gained the knowledge of relevant industry best practices and is capable of applying them in a working environment. This course is aimed at: Individuals who require a working knowledge of the industry best practice used in change management and how it may be used to enhance the quality of ITSM within an organisation IT professionals who are working within an organisation which has adopted and adapted some of these practices and are required to deliver or improve change management within an ongoing service improvement programme (SIP) Course Format and Duration Candidates can study for this certificate in two ways: by attending training courses provided by an Accredited Training Organisation or by self-study. An accredited training course will require a minimum of 18 hours of study undertaken over a minimum of three days. The course can be delivered a number of different ways from traditional class-room based training to online e-learning. Copyright BCS 2017 Page 5 of 16

6 Eligibility for the Examination Candidates must hold the Foundation Certificate in IT Service Management and it is recommended to have a minimum of one year s experience in an IT service management environment or a number of years experience in a specialist service management discipline. It is recommended that candidates have taken this BCS Specialist Certificate in Business Relationship Management course with an Accredited Training Organisation. Format of the Examination 90 minute closed book 25 multiple choice questions Pass mark is 16/25 (64%) Additional time For candidates requiring reasonable adjustments Please refer to the reasonable adjustments policy for detailed information on how and when to apply. For candidates whose language is not the language of the examination If the examination is taken in a language that is not the candidate s native/official language, candidates are entitled to: 25% extra time Use their own paper language dictionary (whose purpose is translation between the examination language and another national language) during the examination Electronic versions of dictionaries will not be allowed into the examination room Excerpts from BCS books Accredited Training Organisations may include excerpts from BCS books in the course materials. If you wish to use excerpts from the books you will need a license from BCS to do this. If you are interested in taking out a licence to use BCS published material, you should contact the Head of Publishing at BCS outlining the material you wish to copy and the use to which it will be put. Copyright BCS 2017 Page 6 of 16

7 Guidelines for Accredited Training Organisations Each major subject heading in this syllabus is assigned an allocated time. The purpose of this is two-fold: first, to give both guidance on the relative proportion of time to be allocated to each section of an accredited course and an approximate minimum time for the teaching of each section; second, to guide the proportion of questions in the exam. Accredited Training Organisations may spend more time than is indicated and candidates may spend more time again in reading and research. Courses do not have to follow the same order as the syllabus. Courses may be run as a single module or broken down into two or three smaller modules. This syllabus is structured into sections relating to major subject headings and numbered with a single digit section number. Each section is allocated a minimum contact time for presentation. Accredited Training Organisations may include additional exercises where they believe these add value to the training course. The syllabus contains references to established standards. The use of referenced standards in the preparation of training material is mandatory. Each standard used must be the version quoted in the current version of this syllabus. Use of Calculators Simple non-programmable calculators can be used during paper based examinations (to be provided by the candidate). Candidates taking on-line examinations will have access to an on-screen calculator. No other calculators or mobile technology will be allowed. Copyright BCS 2017 Page 7 of 16

8 Syllabus For each top-level area of the syllabus where Questions are being applied, a percentage and K level is identified. The percentage is the exam coverage of that area, and the K level identifies the maximum level of knowledge that may be examined for that area. 1. Introduction to Change Management This section of the module provides a basic introduction to the discipline of Change Management, describes how it should fit in with the overall course structure, and provides a brief overview of course objectives, exam format and agenda. Syllabus Code SCCH01 (5%, 0.9 hours) 1.1 The History of ITSM 1.2 An introduction to ITSM in general Candidates should be able to understand: Standards Good practice Frameworks such as ISO/IEC 20000, ITIL and COBIT and the differences in approach 1.3 The goal and objectives of change management process Candidates should be able to understand the requirement for: An outline of the related functions, roles and processes 2. Change management related processes, based on industry best practices This section should incorporate at least one practical session to help delegates understand the major processes of change management and its operation Syllabus Code SCCH02 (30%, K3, 5.4 hours) 2.1 Change management concepts and principles Candidates should be able to understand the requirement for: The responsibilities and objectives in support of generic change management Understanding the impact of changes Understanding the different types f changes The resourcing considerations, staffing levels, rotas, shifts, skills and knowledge levels Change scheduling 2.2 The how - ITIL and its application to change management Candidates should be able to describe the requirement for: Copyright BCS 2017 Page 8 of 16

9 2.2.1 The structure intent and use of ITIL The key change management guidelines within ITIL Interfaces with and dependencies on other areas of ITIL and ISO/IEC especially, service desk and incident, problem, release, service level, financial and service asset and configuration management 2.3 The generic change management process including: Candidates should be able to explain: Change decision making and change authorisation including Change Advisory Board Impact assessment The lifecycle of a change Types of change Change models Back out plans Communications Management reporting 2.4 The what the requirements of the ISO/IEC standard: Candidates should be able to explain the requirements for the proper documentation of: The structure, intent and use of ISO/IEC The key change management requirements of Part 1 of the standard Supporting material from Parts 2 and 3 of the standard The overall service management system Interfaces with and dependencies on other areas of the standard 2.5 On completion of the course the candidate should be able to: Prioritise changes based on business impact and urgency Assess the cost, benefit and risk of proposed changes Define and agree which changes can be handled through the use of standard changes and change models Understand the use of emergency change processes and the triggers for using emergency change processes Categorise changes (for authorization) Build a business justification (with the change initiator) for proposed changes Manage, control and report on the progress of changes throughout their lifecycle Determine the resources needed for the management of changes Organise and prepare agenda for Change Advisory Board meetings Understand the correct attendees of Change Advisory Board meetings based on the changes to be considered Understand the requirements of and triggers for Emergency Change Advisory Board meetings Manage and monitor minor changes not assessed by the Change Advisory Board Plan and schedule authorised changes Produce and manage a forward schedule of change Copyright BCS 2017 Page 9 of 16

10 Liaise with internal support groups and external suppliers ensuring that changes are managed and communicated effectively Liaise with initiators of failed changes Ensure authorised changes are properly built Ensure authorised changes are independently tested Ensure authorised changes have agreed back out plans Co-ordinate the implementation of changes working closely with release management Explain the relationship between change and release management Co-ordinate the back out of failed changes Manage communication throughout the change process Conduct change reviews//define procedures and work instructions for change management Explain the ISO/IEC requirements of change management Support the change management aspects of an ISO/IEC certification 3. Tools, methods and techniques Syllabus Code SCCH03 (10%, K3, 1.8 hours) 3.1 Awareness, knowledge and use of change management support tools and techniques: Candidates should be able to explain the approach for using change management tools: Generic requirements for change management toolsets Integration with other areas, processes and functions The benefits of automation 3.2 On completion of the course the candidate should be able to assist with the: Definition of assessment criteria for choosing appropriate support tools Selection of appropriate support tools and techniques Justification, procurement and implementation of such tools 4. Change management roles and responsibilities SFIA and ITIL The skills and knowledge required by change management personnel Syllabus Code SCCH04 (5%, K3, 0.9 hours) 4.1 Skills Framework for the Information Age (SFIA) and its use with defining change management roles: Candidates should be able to outline: Overview of the structure and content of the SFIA framework Change management roles, levels of responsibility and work activities 4.2 ITIL and its use in defining change management roles: Candidates should be able to explain: Change management roles and responsibilities Copyright BCS 2017 Page 10 of 16

11 4.3 On completion of the course the candidate should be able to: Candidates should be able to: Apply the SFIA framework to the definition of change management roles and responsibilities Apply the ITIL guidelines to the definition of change management roles and responsibilities 5. Control, measurement and reporting activities Syllabus Code SCCH05 (5%, K4, 0.9 hours) 5.1 COBIT and its application to change management Candidates should be able to describe: The structure intent and use of COBIT The key change management requirements of COBIT DS Interfaces with and dependencies on other areas of COBIT 5.2 The preparation of change management reports for dissemination: Candidates should be able to describe: The purpose of change reports, management reports and reporting. What to report on - and what not to? Key performance indicators (KPIs) and critical success factors (CSFs) How statistics can be used, and abused Common categories of classification and analysis 5.3 On completion of the course: Candidates should be able to: Describe the change management reports required and their use Produce regular, ad hoc and exception change management reports Define, measure and report on the metrics and KPIs of change management Analyse reports and take appropriate action Use and apply COBIT principles and techniques to change management Describe and explain the change management control objectives of COBIT and how they could be achieved 6. Analysis of reports, failed changes, delayed changes, statistics and trends This session should incorporate a practical session to help delegates understand the importance of accurate and relevant reports, statistics and their analysis. Syllabus Code SCCH06 (15%, K4, 2.7 hours) 6.1 The analysis of reports, statistics and reports, identifying trends: Candidates should be able to: Identify areas of weakness and propose resolutions for the proactive prevention of possible incidents and further failed changes Copyright BCS 2017 Page 11 of 16

12 6.2 On completion of the course Candidates should be able to: Analyse details of recorded changes and reports Identify trends Make use of statistical techniques e.g. extrapolation, trend-lines, distribution curves Identify weaknesses and initiate corrective actions and changes 7. Interfaces and Dependencies This section of the module will provide an appreciation and understanding of the interfaces and dependencies change management has with other areas, functions and processes Syllabus Code SCCH07 (10%, K3, 1.8 hours) 7.1 Areas of Interest will include: Service desk and incident management Release management Service level management Financial management Problem management Service asset and configuration management Request fulfillment Capacity, availability and continuity principles IT security management Project and major changes Supplier management Technical, operations and applications management teams 7.2 On completion of the course Candidates should be able to: Identify and understand the interfaces that change management has with other areas, functions and processes Define and document the dependencies between other areas, functions and processes and change management Assist with the development, implementation and automation of procedures facilitating interfaces and dependencies 8. Planning, improvement and implementation This section of the module will provide an overview of the planning, implementation and continual improvement (Plan/Do/Check/Act) of change management Syllabus Code SCCH08 (10%, K3, 1.8 hours) Copyright BCS 2017 Page 12 of 16

13 8.1 On completion of the course Candidates should be able to: Explain the activities involved in the planning of change management Understand the potential costs, benefits and problems associated with the implementation of change management Know the objectives and scope of change management Review the operation of the change management process identifying areas of weakness Instigate resolutions and proactive improvements in change management within an overall SIP 9. Mock Examination The purpose of this unit is to help the candidate to pass the examination. Specifically, candidates will sit one full mock examination which will subsequently be reviewed Syllabus Code SCCH09 (10%, 1.8 hours) Copyright BCS 2017 Page 13 of 16

14 Levels of Knowledge / SFIA Levels This course will provide candidates with the levels of difficulty / knowledge skill highlighted within the following table, enabling them to develop the skills to operate at the levels of responsibility indicated. The levels of knowledge and SFIA levels are explained in on the website The levels of knowledge will also enable candidates to develop the following levels of skill to be able to operate at the following levels of responsibility (as defined within the SFIA framework) within their workplace: Level Levels of Knowledge Levels of Skill and Responsibility (SFIA) K7 Set strategy, inspire and mobilise K6 Evaluate Initiate and influence K5 Synthesise Ensure and advise K4 Analyse Enable K3 Apply Apply K2 Understand Assist K1 Remember Follow Question Weighting Syllabus Area Target number of questions SCCH01 0 SCCH02 8 SCCH03 3 SCCH04 2 SCCH05 2 SCCH06 4 SCCH07 3 SCCH08 3 SCCH09 0 Total 25 Questions Copyright BCS 2017 Page 14 of 16

15 Format of Examination Type Duration Pre-requisites Supervised Open Book 25 scenario based Multiple Choice Questions, 90 minutes. Candidates are entitled to an additional 30 minutes if they are sitting an examination in a language that is not their native/official language. Accredited training is strongly recommended but is not a pre-requisite. Candidates must hold the ITIL Foundation Certificate. It is also recommended that candidates have a minimum of one years experience in IT Service Management. Yes No (No reading materials allowed into the examination room) Pass Mark 16/25 (64%) Calculators Simple non-programmable calculators can be used during the exam to be supplied by the candidate. Learning Hours Delivery 18 Hours Paper based examination via a BCS Accredited Training Organisation Credits No ITIL credits are available for this examination from March Trainer Criteria Criteria Hold the BCS Specialist Certificate in Change Management Have 10 days training experience or have a train the trainer qualification Have a minimum of 3 years practical experience in the subject area Classroom Size Trainer to candidate ratio 1:16 Invigilator to Candidate Ratio during examination Trainer to candidate ratio 1:25 Copyright BCS 2017 Page 15 of 16

16 Recommended Reading List Please note that throughout this document (including this reading list): all references to ITIL refer to the 2011 edition of the five core books all references to ISO/IEC refer to the 2011 edition of Part 1 all references to COBIT refer to the COBIT version 4.1 all references to SFIA refer to the SFIA version 4.0 ITIL Service Transition - Change Management sections COBIT Change Management sections AI 6 and 7 ISO/IEC Section 9 Control processes SFIA Change Management areas Additional Reading Material Service Support - Change Management sections Title ITIL Service Transition Author Ivor MacFarlane and Shirley Lacy Publisher TSO Bookshop Publication Date July 2011 ISBN Title COBIT 4.1 Framework Control Objectives (Management Guidelines Maturity Models) Author Multiple Publisher IT Governance Institute Publication Date 2007 URL for COBIT Version 5 (latest version as of January 2015) Title ISO :2011 Information Technology Service Management Part 1 Publisher ISO Publication Date 2011 URL Title ITIL Service Support Author Multiple Publisher TSO Bookshop Publication Date 2000 ISBN Title Skills Framework for the Information Age V4.0 Copyright BCS 2017 Page 16 of 16