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| Section | Objectives |
|---|---|
| Problem Management | - Problem-solving methodologies and models - Root Cause Analysis (RCA) techniques - Core concepts and definitions - SWOT analysis and decision-making - Solution selection, planning and implementation |
| Change Implementation & Governance | - Strategy development and planning - Stakeholder communication and engagement - Change approval and authorization - Identifying needs, benefits and vision - Post-implementation review and continuous improvement |
| Change Management Fundamentals | - Change models: Bridges, Conner, Janssen - Human reaction and resistance to change - Change lifecycle and framework - Definition and types of change - Risk assessment and impact analysis |
| ITSM & Operational Integration | - Relationship between incident, problem and change processes - Documentation, logging and reporting - Alignment with IT Service Management best practices |
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