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SeanL

  • 8 hours of Live Online / Virtual Training
  • E-WorkBook
  • E-Cert

Course Objectives

  • Service management as a practice
  • 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

Pre-requisites

An ITIL v3 Foundation certificate and preferably about two years work experience in an IT service management environment.

 

Target Audience

  • 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.

Methodology

This program will be conducted with interactive lectures, PowerPoint presentations, discussions and practical exercises.

 

Modules

  • 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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