Course

ITIL Intermediate Capability

Release, Control & Validation course

Intermediate Examination

The course forms part of the ITIL® Intermediate qualification program.

Course Content

Candidates can expect to gain knowledge and understanding in the following:

Introduction and Overview

  • 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

Change Management

  • 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

Service Asset and Configuration Management

  • 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

Service Testing and Validation (SVT)

  • The end-to-end process flow for SVT process inclusive of its design strategy, components, activities, roles and operation including its organizational structure as well and the interfaces with other processes
  • SVT testing perspectives (e.g. Test requirement, conditions, environments, data, etc.) and how these test components are used to ensure service quality
  • The benefits and business value that can be gained from SVT as related to RCV

Release and Deployment Management

  • The end-to-end process flow for Release and Deployment Management inclusive of its design strategy, components, activities, roles and operation including its organizational structure and the interfaces with other processes
  • The Release and Deployment model and related activities (e.g. design, planning, build, pilots, test, transfer, deployment, retirement, etc.) and how these activities ensure service quality
  • The benefits and business value that can be gained from Release and Deployment Management

Request Fulfilment

  • The end-to-end process flow for Request Fulfilment inclusive of its design strategy, components, activities, roles and operation including its organizational structure and the interfaces with other processes (e.g. Incident and Release)
  • The Request Fulfillment model and related activities (e.g. effectiveness of designs, changes, performance, etc.) and provide examples of how these activities help to ensure Quality Service within RCV
  • The benefits and business value that can be gained from Request Fulfilment Management

Evaluation

  • The end-to-end process flow for Evaluation inclusive of its design strategy, components, activities, roles and operation including its organizational structure and the interfaces with other processes
  • The Evaluation model and related activities and how these activities help to ensure service quality

Knowledge Management

  • The end-to-end process flow for Knowledge Management inclusive of its design strategy, components, activities, roles and operation including its organizational structure and the interfaces with other processes (e.g. CSI processes)
  • The Knowledge Management model and related activities (e.g. DIKW, stakeholder management, metrics, etc.) and how these activities help to ensure service quality
  • The benefits and business value that can be gained from Knowledge Management

Roles and Responsibilities

  • The roles and responsibilities related to Change Management, Service Asset and Configuration Management, Service Validation and Testing, Release and Deployment Management, Request Fulfillment, Evaluation, and Knowledge Management.
  • Where and how these are used, as well as, how they fit within the Service Transition organization

Technology and Implementation Considerations

  • The technology requirements for Service Management tools, where how these would be used within RCV for process implementation (e.g. Knowledge Management and Service Asset and Configuration Management)
  • The need and benefits of tools that support Service Transition as related to RCV
  • Implementing processes including planning and managing Change, Service Operation, project management, risk management, and staff considerations.
  • What best practices such as the “Deming Cycle” should be used in order to alleviate challenges and risks when implementing Service Management technologies as well as designing technology architectures.

 

Target Audience

  • *   Individuals who have their ITIL v3 Foundation Certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL certifications.
  • *   Individuals who require understanding of the ITIL Service Operation phase of the ITIL core lifecycle and how it may be implemented to enhance the quality of IT service provision within an organization.
  • *   IT professionals working in or new to a Service Operation environment and requiring a detailed understanding of the concepts, processes, functions and activities involved.
  • *   Individuals seeking the ITIL Expert certification in IT Service Management for which this qualification is one of the prerequisite modules.
  • *   Individuals seeking progress towards the ITIL Master in IT Service Management for which the ITIL Expert is a prerequisite.
  • *   A typical role includes (but is not restricted to): CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.