ITIL V3 Intermediate In Release, Control & Validation
Course Objective
Candidates can expect to gain competencies in the following upon successful completion:
The importance of Service Management as a Practice concept and Service Transition Principles, Purpose and Objective
The importance of ITIL Release, Control and Validation while providing service
How all processes in ITIL Release, Control and Validation interact with other Service Lifecycle Processes
What are the processes, activities, methods and functions used in each of the ITIL Release, Control and Validation processes
How to use the ITIL Release, Control and Validation processes, activities and functions to achieve operational excellence
How to measure ITIL Release, Control and Validation
The importance of IT Security and its contributions to ITIL Release, Control and Validation
The technology and implementation considerations surrounding ITIL Release, Control and Validation
Change Management as a capability to realize successful service transition
Service Asset and Configuration Management as a capability to monitor the state of service transition
Knowledge Management as part of enhancing the on-going management decision support and service delivery capability
Request Fulfilment and Evaluation to assure meeting committed service level performance
Release Control and Validation process roles and responsibilities
Technology and Implementation Considerations
Challenges, Critical Success Factors and Risks associated to ITIL Release, Control and Validation
In addition the training for this certification should include examination preparation, including a mock Examination.
Pre-requisites
Delegates must already hold the ITIL® V3 Foundation or V2 Foundation plus the Foundation Bridge Certificate.
It is expected that individuals demonstrate familiarity with IT terminology and understand the context of Operational Support and Analysis management of their own business environment.
Who Should Take this course
The ITIL Intermediate RCV qualification would suit candidates in the following roles:
Operational staff involved in Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfilment, Evaluation and Knowledge Management, who wish to enhance their role-based capabilities.
Individuals seeking progress towards the ITIL Master in IT Service Management for which the
Training Duration:
Full-Time : 5 days (Time : 9.30am-5.30pm)
Training Methodology & Materials:
This is an intensive four-day course which includes the ITIL® V3 Service Operation examination which takes place on the final day.
Course Outline:
Upon successful completion of this course delegates will be able to demonstrate competencies in the following:
Learning Unit RCV01: Introduction to Release, Control and Validation (RCV)
Bloom’s Level 2 Objectives – Full understanding of RCV terms and core concepts
The concept of Service Management as a practice and how it delivers value to customers and the business
The underpinning processes and functions that support the Service Lifecycle
What makes up the Service Capability RCV cluster (i.e. which stages of the Service Lifecycle contribute to this capability and how they interact) and its specific focus on Service Transition.
Learning Unit RCV02: Change Management
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships
The end-to-end process flow for Change Management inclusive of its design strategy, components, activities, roles and operation including its organizational structure and the interfaces with other processes
A measurement model and the metrics that would be used to support Change Management within RCV practices
The benefits and business value that can be gained from Change Management
Learning Unit RCV03: Service Asset and Configuration Management
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships
The end-to-end process flow for Asset and Configuration Management inclusive of its design strategy, components, activities, roles and operation including its organizational structure and the interfaces with other processes
A measurement model and the metrics that would be used to support Service Asset and Configuration Management within RCV practices
The benefits and business value that can be gained from Service Asset and Configuration Management
Learning Unit OSA04: Request Fulfilment
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships
The Request Fulfillment process inclusive of its design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
The measurement model and the metrics that would be used to support Incident Management within OSA practices
The Benefits and business value that can be gained from Request Fulfillment as related to OSA
Learning Unit OSA05: Problem Management
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships
The end-to-end process flow for Problem Management inclusive of design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
A measurement model and the metrics that would be used to support Problem Management within OSA practices
The benefits and business value that can be gained from Problem Management
Learning Unit OSA06: Access Management
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships
The end-to-end process flow for Access Management process inclusive of design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
A measurement model and the metrics that would be used to support Access Management within OSA practices
The benefits and business value that can be gained from Access Management as related to OSA
Learning Unit OSA07: The Service Desk
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships
The complete end-to-end process flow for the Service Desk function inclusive of design strategy, components, activities and operation as well as any interfaces with other processes or lifecycle phases
The Service Desk validation components and activities (e.g. Service Desk role, organizational structures, challenges, issues safeguards, etc.) and how these test components are used to ensure Quality Service within OSA
A measurement model and the metrics that would be used to support the Service Desk function within OSA practices
Learning Unit OSA08: Functions
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships
The end-to-end process flow for OSA Functions (i.e. Technical Management, IT Operations
Management, and Applications Management) inclusive of design strategy, objectives, components,
activities, roles and operation including its organizational structure as well as any interfaces with
other processes
The benefits and business value that can be gained from functions as related to OSA
Learning Unit OSA09: Technology and Implementation Considerations
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
Technology requirements for Service Management tools and where/how they would be used within
OSA for process implementation
What best practices should be used in order to alleviate challenges and risks when implementing
Service Management technologies
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