Course Details
In this course, you will be immersed in the practical aspects of the ITILservice lifecycle and processes associated with the release, control, andvalidation (RCV) of services and service delivery. The main focus of this courseis on the operational-level process activities and supporting methods andapproaches to executing these processes in a practical, hands-on learningenvironment. This course includes lecture, exercises, and scenario-based examquestions to increase your understanding of the core disciplines of ITIL bestpractices and position you to successfully complete the associated exam. Theexam will be offered on the last day of the course at 1:00 pm.
The main process focus areas of this course include:
- Service asset and configuration management (SACM)
- Change management
- Change evaluation
- Release and deployment management
- Service validation and testing
- Request fulfillment
- Knowledge management
Please note: The ITIL Foundation certification is required to take theexam at the end of class. Proof of certification must be provided no later thanthe first day of class.
Certification:
ITIL Intermediate Qualification: Release, Control, and Validation
Course Prerequisites
- ITIL Foundation Certification (v3 or newer) required
- Two to four years of relevant work experience
- To prepare for the end-of-class exam, it is recommended that you review the 2011 editions of the ITIL publications Service Operation and Service Transition and complete at least 12 hours of personal study
Course Agenda
1. Release, Control, and Validation
- Processes
- Purpose and Objectives
- Scope of Service Transition in Relation to the RCV Processes
- Service Transition Value to the Business
- RCV Processes Interaction with Other Lifecycle Stages
- Developing an Effective Service Transition Strategy
- Key Initiatives for Preparing for Effective Service Transition
- Planning and Coordinating Service Transition Activities
- Service Transition Process Support
2. Service Asset and Configuration Management
- Purpose and Objectives of SACM
- Scope of SACM
- Business Value
- Policies, Principles, and Basic Concepts
- Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- Interfaces with Other Processes
- Information Management in SACM
- CSFs and KPIs
- Challenges and Risks
- SACM Activities Performed by Service Operation
- Roles and Responsibilities
3. Change Management
- Purpose and Objectives
- Scope of the Change Management Process
- Business Value
- Policies, Principles, and Basic Concepts
- Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- Process Interfaces
- Role of the Configuration Management System in the Change ManagementProcess
- CSFs and KPIs
- Daily Operational Activities
- Managing Organizational and Stakeholder Change as Part of ContinualService Improvement (CSI)
- Challenges and Risks
- Roles and Responsibilities
4. Change Evaluation
- Purpose and Objectives
- Scope of Change Evaluation
- Business Value
- Policies and Principles
- Key Terminology
- Activities, Methods, and Techniques
- Evaluation Report Contents
- Trigger, Inputs, and Outputs
- Interfaces with Other Processes
- Information Management in Change Evaluation
- CSFs and KPIs
- Challenges and Risks
- Roles and Responsibilities
5. Release and Deployment Management
- Purpose and Objectives
- Scope of the Release and Deployment Management Process
- Business Value
- Policies
- Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- Interfaces with Other Processes
- Information Management in the Release and Deployment Management Process
- CSFs and KPIs
- Challenges and Risks
- Release and Deployment Management Activities Performed by ServiceOperations
- Roles and Responsibilities
6. Service Validation and Testing
- Purpose and Objectives
- Scope of the Service Validation and Testing Process
- Business value
- Policies, Principles, and Basic Concepts
- Activities, Methods, and Techniques
- Trigger, Inputs, and Outputs
- Interfaces with Other Processes
- Information Management in Service Validation and Testing
- CSFs and KPIs
- Challenges and Risks
- Roles and Responsibilities
7. Request Fulfillment
- Purpose and Objectives
- Scope of Request Fulfillment
- Business Value
- Policies, Principles, and Basic Concepts
- Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- Process interfaces
- Information Management in Request Fulfillment
- CSFs and KPIs
- Challenges and Risks
- Roles and Responsibilities
8. Knowledge Management
- Purpose, Objectives, and Scope
- Business Value
- Policies, Principles, and Basic Concepts
- Activities, Methods, and Techniques
- Triggers, Inputs, and Outputs
- Interfaces with Other Processes
- Information Management in the Knowledge Management Process
- CSFs and KPIs
- Challenges and Risks
- Relationship Between CSI and the Knowledge Management Process
- Roles and Responsibilities
9. Technology and Implementation Considerations
- Generic Technology Requirements to Support Process Capabilities
- Managing a Change in Operations
- Service Operation Use of Project Management Approaches
- Assessing and Managing Risk in Service Operation
- Operational Staff in Service Design and Transition
- Knowledge Management Tools
- Collaboration
- Configuration Management System
- Planning the Implementation of Service Management Tools
- Implementation Considerations