Change management for MSP technicians

Skills you'll practise

• Tell standard, normal and emergency changes apart.
• Write a change request with impact, window, rollback and verification.
• Communicate changes to affected users.
• Record emergency changes afterwards.

Course outline

1. 1.Change management for MSP techniciansVideo · 4 min
2. 2.Plan, approve, do, checkLesson · 8 min
3. 3.Risk assessment and test plansLesson · 8 min
4. 4.Post-change review and failed changesLesson · 8 min
5. 5.Change management for MSP technicians: knowledge checkKnowledge check · 17 questions
6. 6.Data center server unreachable after maintenanceScenario
7. 7.Final exam4 questions · passing it completes the course, so people who already know the material can test out

Sources it draws on

The lessons and questions are written from these references, so learners can go back to the original.

• ITIL 4 Foundation: incident and change management practices (overview)
• NIST SP 800-53 CM-3 configuration change control, control description