The following processes across the Service Lifecycle pertaining to the Capability of Release, Control and Validation:
Change Management, Service Release and Deployment Management
Service Validation ad Testing, Service Asset and Configuration Management
Knowledge fulfillment and evaluation
Common service operation activities related to Release, Control and the Validation processes
Organizing for service operation which describe functions to be performed within Release, Control and the Validation processes
Release, Control and Validation process roles and responsibilities
Technology and implementation considerations
Challenges, critical success factors and risks
CSI as a consequence of effective Release, Control and Validation processes
An ITIL v3 Foundation certificate and preferably about two years work experience in an IT service management environment.
The course ITIL v3 Capability Module Release, Control & Validation is targeted towards existing holders of the ITIL v3 Foundation certificate who want to gain in-depth knowledge and hands-on experience in Release, Control & validation.
Candidates who wish to certify for ITIL v3 at intermediate or advanced levels can earn 4 credits by passing the optional exam.
This program will be conducted with interactive lectures, PowerPoint presentations, discussions and practical exercises.
Module 1: Introduction – The concept of Service Management as a practice – The concept of Service, its value proposition and composition – The functions and processes across the lifecycle – How Service Management processes are defined, and how they can be applied – Across the Service Lifecycle with different perspective – How Service Management creates business value – Scope of the Service Transition Lifecycle in relation to the RCV processes, its value to the business and how the RCV processes interact with processes within other lifecycle stages
Module 2: Change Management – The purpose, goal and objectives of the Change Management process and describe its practical application within a business environment – The scope of the Change Management process – The business value of Change Management and demonstrate some practical examples in real life situation – Change Management policies, and its design and planning considerations – Types of Change Request and describe them using examples by Service Lifecycle stage – Typical activities of managing changes and describe workflow of processing different types of Change Request – The methods and techniques associated with each major Change Management activity – The Change Management process triggers, inputs, outputs and interfaces with other processes – How Change Management can be effectively measured and list example of types of metrics and their applications – Typical Change Management activities that may be performed on a day-to-day basis during the Service Operation Lifecycle stage – The relationship between Continual Service Improvement and organizational change Exercise – Change 1 Change 2 Change 3 Change 4
Module 3: SACM – The Purpose of the SACM process and the goal of Configuration Management – The Scope of Assets Management and Configuration Management – The business value of SACM process and how it supports the execution of other processes – The SACM policies and basic concepts, and be able to distinguish various types of CI – The use of Configuration Management System (CMS), and its major components in supporting the effective execution of SACM process – The key SACM process activities of SACM, and describe the tools, activity model and deliverables for executing each of these key activities – The considerations for retaining CMS back-up and historical data for business purposes – How the SACM process can be effectively measured, and list example of metric and their application – Typical Configuration Management activities that may be performed on a day-to-day basis by Service Operation Exercise – SACM 1 SACM 2
Module 4: Release And Deployment – The purpose, goal, objectives and scope of the RDM process – The business value of the RDM process – The concept of Release Unit, and distinguish and apply various Release Design options and considerations – The overall approach for Release and Deployment planning. Describe clear planning considerations such as pass / fail criteria. Release build and test, pilots, deployment, logistics, delivery and financial – The approach for developing the detailed implementation plan for release deployment using figure 4-23 as a model of base activities – The key steps for performing the actual transfer, deployment and retirement, verifying deployment and providing Early Life Support after deploying the new Release – The RDM process triggers, inputs, outputs and interfaces with other processes – How information pertaining to service deployment should be recorded and maintained – The challenges, risks and Critical Success Factors pertaining to Release and Deployment Management Exercise – Release 1 Release 2
Module 5: Service Validation And Testing – The purpose, goal and objectives of the SVT process – The scope of the SVT process – How policies can drive and support the execution of the SVT process, and describe practical examples of such policies – Various test models, understand their objectives and test conditions examples of validation condition – Various Validation and Testing perspectives, understand each of their purposes and the stakeholder groups requirement to be addressed – The use of test levels and test models to help with building quality service deliverables during the early stage of the Service Development Lifecycle – The key activities of the SVT process, and understand the underlying method and techniques in performing each step – The SVT process triggers, inputs, outputs and interfaces with other processes – The practices of maintaining test data and test environments in respects of changing test requirement – How the SVT processes can be measured in terms of business value contribution and internal efficiency and list examples of possible metrics Exercise SVT 1 SVT 2
Module 6: Knowledge Management – The purpose, goal, objectives and scope of the KM process – The business value of the KM process, especially in the context of Service Transition, and demonstrate the benefits of deploying a Service Knowledge Management – System using real life examples – The basic layers of the KM concept using the DIKW structure, demonstrate relationship between the layers using examples – What constitutes an effective KM strategy, and apply Practical techniques for enabling knowledge transfer – Effective Data and Information Management for successful knowledge Management, and describe its key steps – The stakeholder groups within the IT Service Management organization whose support is needed for effective Knowledge Management and understand why their commitment and support are critical – Various perspectives in measuring the value contribution of KM, and describe some practical metrics for each of these perspectives – The relationship between Continual Service Improvement and Knowledge Management Exercise Knowledge 1 Knowledge 2
Module 7: Service Evaluation – The purpose, goal, objectives and scope of the Service Evaluation process – The terminologies used for the Service Evaluation process and demonstrate typical evaluation workflow – The intended effect and unintended effect of a change and apply the factors for evaluating the effectiveness of a Service -Design and changes – The evaluation of predicted service performance and actual performance to Risk Management and demonstrate how it could impact the course of action for the overall Service Design/Change Evaluation – Some Of the challenges pertaining to Service Evaluation Exercise Service Evaluation1
Module 8: Request Fulfillment – The purpose and scope of the Request Fulfillment process – How Request Fulfillment may help to establish a self-help service practice within an organization. Demonstrate examples of service requests that can be offered as standard services on the menu – The difference between Request Fulfillment and Incident Management and therefore how they may be handled differently – The relationship between Request Fulfillment and Release Management and how they interact with SACM process to handled predefined release – Some of the challenges, risk and Critical Success Factors Pertaining to Request Fulfillment Management Exercise – Functions 1
Module 9: Roles And Responsibilities – The purpose and scope of the Request Fulfillment process – How Request Fulfillment may help to establish a self-help service practice within organization. Demonstrate examples of Service Request that can be offered as standards services on the menu – The difference between Request Fulfillment and incident Management and, therefore, how they may be handled differently – The relationship between Request Fulfillment and Release Management, and how they interact with SACM process to handled pre defined release – Some of the challenges, risk and Critical Success Factors pertaining to Request Fulfillment Management Exercise – Technology 1
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