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