X

ITIL Intermediate Release Control & Validation 2011 Edition

Course Overview

Students will learn the principles and core elements of the Service Capability approach to IT Service Management as well as focusing on the processes & roles, activities and their execution throughout the Service Lifecycle.

Who Should Attend

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers who require a detailed understanding of the ITIL® Service Transition phase of the ITIL® core Lifecycle and the affected processes, functions and activities and their application

Course Objectives

Candidates can expect to gain competencies in the following areas: • Importance of Service Management as a practice concept and Service Transition principles, purpose and objective • Importance of ITIL® Release, Control and Validation while providing service • How all processes in ITIL® RCV interact with other Service Lifecycle Processes • What are the processes, activities, methods and functions used in each of the ITIL® RCV processes • How to use the ITIL® RCV processes, activities and functions to achieve operational excellence • How to measure ITIL® RCV • The importance of IT security and its contributions to RCV • The technology and implementation considerations surrounding ITIL® RCV • Change Management as a capability to realize successful service transition • RCV as a capability to ensure the integrity and the quality of service transition • Service Asset and Configuration Management as a capability to monitor the state of Service Transition. Knowledge Management as part of enhancing ongoing management decision support and service delivery capability • Request Fulfilment and Change Evaluation to ensure meeting committed service level performance • RCV process roles and responsibilities • Technology and implementation considerations • Challenges, critical success factors and risks associated with ITIL® RCV

Course Prerequisites

Other Prerequisites

An ITIL Foundation certificate and preferably two years work experience in an IT Service Management environment.

An ITIL v3 Foundation certificate and preferably two years work experience in an IT Service Management environment.

Course Outline

1 - COURSE INTRODUCTION

  • Introduction/Housekeeping
  • Service Management as a practice
  • Service, its value proposition and composition
  • Functions and processes across the lifecycle
  • The role of processes in the Service Lifecycle
  • How Service Management creates business value
  • How Release Control and Validation supports the Service Lifecycle

2 - CHANGE MANAGEMENT

  • Purpose, goal, objectives & scope
  • Value to business and to the Service Lifecycle
  • Policies, principles and basic concepts
  • Types of Change Requests
  • Triggers, inputs, outputs and interfaces with other processes
  • How to measure effectively, metrics and their applications
  • Activities and the Service Operation Lifecycle stage
  • The relationship between Continual Service Improvement and organizational change

3 - SERVICE ASSET AND CONFIGURATION MANAGEMENT

  • Purpose, goal and objectives & scope
  • Value to business and to the Service Lifecycle
  • Policies, principles and basic concepts
  • The use of a Configuration Management System (CMS)
  • Process activities, tools and deliverables
  • The considerations for retaining CMS back-up and historical data for business purposes
  • How to measure effectively, metrics and their application
  • Activities and the Service Operation Lifecycle stage

4 - RELEASE AND DEPLOYMENT MANAGEMENT

  • Purpose, goal and objectives & scope
  • Release Unit, Release Design options and considerations
  • Release and Deployment planning
  • Developing the detailed implementation plan for release deployment
  • Support after deploying the new Release
  • Triggers, inputs and outputs and interfaces with other processes
  • Information recording and maintenance
  • Challenges, risks and Critical Success Factors

5 - SERVICE VALIDATION AND TESTING

  • Purpose, goal and objectives & scope
  • Value to business and Service Lifecycle
  • Policies and principles
  • Validation and Testing perspectives, purposes and stakeholder requirements
  • Test levels and test models to help with building quality services deliverables
  • Process activities, methods and techniques and how they relate to the Service Lifecycle
  • Triggers, inputs and outputs and the process interfaces
  • Maintaining test data and test environments in respect of changing test requirements
  • Measurement and Metrics

6 - KNOWLEDGE MANAGEMENT

  • Purpose, goal and objectives & scope
  • Value to the business and to the Service Lifecycle
  • Policies, principles and the request model concept
  • Basic layers of the KM concept using the DIKW structure
  • What constitutes an effective KM strategy, and practical techniques for enabling knowledge transfer
  • Stakeholder groups within the IT Service Management organization whose support is needed for effective Knowledge Management
  • Measuring the value contribution of KM, and practical metrics

7 - SERVICE EVALUATION

  • Purpose, goal and objectives
  • Scope
  • Service Evaluation process terminology and workflow
  • Intended effect and unintended effects of a change, and factors for evaluating the effectiveness of a Service Design and changes
  • Evaluation of service performance to Risk Management and the potential impact on the course of actions for the overall Service Design/change evaluation
  • Challenges pertaining to Service Evaluation

8 - REQUEST FULFILLMENT

  • Purpose, goal and objectives
  • Scope
  • How Request Fulfillment may help to establish a self- help service practice within an organization.
  • The difference between Request Fulfillment and Incident Management
  • The relationship between Request Fulfillment and Release Management, and how they interact with SACM
  • Challenges, risk and Critical Success Factors

9 - ROLES AND RESPONSIBILITIES

  • Change Management
  • Service Asset and Configuration Management
  • Service Validation and Testing
  • Release and Deployment Management
  • Request Fulfillment
  • Service Performance and Risk Evaluation activities
  • Service Knowledge Management

10 - TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS

  • Requirements for ITSM technology for implementing processes
  • Evaluation criteria for technology and tools for process implementation
  • Challenges, Critical Success Factors and risks
  • How to plan and implement Service Management technologies
  • Technology considerations for implementing collaboration for process execution, Configuration Management and Knowledge Management
  • The Deming Cycle

Enroll Today

This is a 5-day class

Price: $3,095.00
Payment Options

ILT Instructor‑Led Training

OLL Online LIVE

GTR  Guaranteed to Run

Class times are listed Eastern time. This class is available for Private Group Training

To sort by location or date, click the ‘When’ and ‘Where’ column headings.

Class dates not listed.
Please contact us for available
dates and times.