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Overview

In this ITIL Training Course, you will be immersed in the practical aspects of the ITIL service lifecycle and
processes associated with the release, control, and validation (RCV) of services and service
delivery. The main focus of this ITIL Training Course is on the operational-level process activities and
supporting methods and approaches to executing these processes in a practical, hands-on
learning environment. This ITIL Training Course includes lecture, exercises, and scenario-based exam
questions to increase your understanding of the core disciplines of ITIL best practices and
position you to successfully complete the associated exam. The exam will be offered on the
last day of the ITIL Training Course at 1:00 pm.
The main process focus areas of this ITIL Training Course include:
€¢ Service asset and configuration management (SACM)
€¢ Change management
€¢ Change evaluation
€¢ Release and deployment management
€¢ Service validation and testing
€¢ Request fulfillment
€¢ Knowledge management

What You’ll Learn
€¢ Importance of Service Management as a practice concept and Service Transition
principals, purpose, and objective
€¢ 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
€¢ 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
€¢ Measure ITIL Release, Control, and Validation
€¢ Importance of IT Security and its contributions to ITIL Release, Control, and Validation
€¢ Technology and implementation considerations surrounding ITIL Release, Control, and
Validation
€¢ Challenges, critical success factors, and risks associated with ITIL Release, Control and
Validation
Who Needs to Attend
€¢ IT operations, technical, or IT management personnel requiring more information about
ITIL best practices
€¢ Anyone responsible for managing, implementing, or consulting on ITIL processes within
IT or in conjunction with IT

Prerequisites
€¢ ITIL Foundation Certification (v3 or newer) required
€¢ Two to four years of relevant work experience
€¢ To prepare for the end-of-class exam, it is recommended that you review the 2011
editions of the ITIL publications Service Operation (ISBN 9780113313075) and Service
Transition (ISBN 9780113313068) and complete at least 12 hours of personal study

Description

  1. Release, Control, and Validation
  • Processes
  • Purpose and Objectives
  • Scope of Service Transition in Relation to the RCV Processes
  • Service Transition Value to the Business
  • RCV Processes Interaction with Other Lifecycle Stages
  • Developing an Effective Service Transition Strategy
  • Key Initiatives for Preparing for Effective Service Transition
  • Planning and Coordinating Service Transition Activities
  • Service Transition Process Support

 

  1. Service Asset and Configuration Management
  • Purpose and Objectives of SACM
  • Scope of SACM
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Interfaces with Other Processes
  • Information Management in SACM
  • CSFs and KPIs
  • Challenges and Risks
  • SACM Activities Performed by Service Operation
  • Roles and Responsibilities

 

  1. Change Management
  • Purpose and Objectives
  • Scope of the Change Management Process
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Process Interfaces
  • Role of the Configuration Management System in the Change Management Process
  • CSFs and KPIs
  • Daily Operational Activities
  • Managing Organizational and Stakeholder Change as Part of Continual Service

Improvement (CSI)

  • Challenges and Risks
  • Roles and Responsibilities

 

  1. Change Evaluation
  • Purpose and Objectives
  • Scope of Change Evaluation
  • Business Value
  • Policies and Principles
  • Key Terminology
  • Activities, Methods, and Techniques
  • Evaluation Report Contents
  • Trigger, Inputs, and Outputs
  • Interfaces with Other Processes
  • Information Management in Change Evaluation
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities

 

  1. Release and Deployment Management
  • Purpose and Objectives
  • Scope of the Release and Deployment Management Process
  • Business Value
  • Policies
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Interfaces with Other Processes
  • Information Management in the Release and Deployment Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Release and Deployment Management Activities Performed by Service Operations
  • Roles and Responsibilities

 

  1. Service Validation and Testing
  • Purpose and Objectives
  • Scope of the Service Validation and Testing Process
  • Business value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Trigger, Inputs, and Outputs
  • Interfaces with Other Processes
  • Information Management in Service Validation and Testing
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities

 

  1. Request Fulfillment
  • Purpose and Objectives
  • Scope of Request Fulfillment
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Process interfaces
  • Information Management in Request Fulfillment
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities

 

  1. Knowledge Management
  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Interfaces with Other Processes
  • Information Management in the Knowledge Management Process
  • CSFs and KPIs
  • Challenges and Risks
  • Relationship Between CSI and the Knowledge Management Process
  • Roles and Responsibilities

 

  1. Technology and Implementation Considerations
  • Generic Technology Requirements to Support Process Capabilities
  • Managing a Change in Operations
  • Service Operation Use of Project Management Approaches
  • Assessing and Managing Risk in Service Operation
  • Operational Staff in Service Design and Transition
  • Knowledge Management Tools
  • Collaboration
  • Configuration Management System
  • Planning the Implementation of Service Management Tools
  • Implementation Considerations

 

  1. Exam Preparation/Mock Exam