ITIL® v3: Release Control & Validation
5 days non residential
ITILv3 Capability Stream Module
The course is aimed at IT professionals who wish to develop specific, related key ITSM capabilities. This is achieved through acquiring a deeper, working understanding of how key aspects of service transition are practicably put into place across the Service Lifecycle. The course will help individuals understand the specifics of process integration, the roles and responsibilities performed by the key functions, together with an understanding of the impact of business change on the successful planning, management and release of IT services.
The Service Capability series is focused on role based clusters in a modular set, each with a certification. Each cluster contains groupings of processes and roles from within Service Management, intended to offer candidates a balanced knowledge of ITIL practices which have direct interaction and dependencies in their daily use.
This Release Control and Validation module focusses on:
- Change Management
- Service Asset and Configuration Management
- Service Release and Deployment Management
- Service Validation and Testing
- Knowledge Management
- Service Evaluation
Course Objectives
Candidates completing the course can expect to gain an understanding of Release, Control & Validation (RCV) and its importance to the provision of service and the achievement of operational excellence.
This includes:
- competency in the principles, objectives, processes, activities, methods & functions employed within RCV and how they interact with the rest of the Lifecycle
- an appreciation of the technology considerations for RCV
- an awareness of the implementation considerations for RCV
- insight into the operational challenges, risks and critical success factors associated with RCV
- recognition of how to measure RCV
- realisation of the importance of IT Security and its contribution to RCV
Who will the course benefit?
- Individuals who require a detailed understanding of Release, Control & Validation and how it may be implemented to enhance the quality of IT service provision within an organisation
- operational staff involved in Change Management, Release & Deployment Management, Service Validation & Testing, Service Asset & Configuration Management, Request Fulfilment, Service Evaluation and Knowledge Management, who wish to enhance their role-based capabilities
- IT professionals operating as Service Improvement stakeholders within an ITIL aligned organisation
- individuals seeking the ITIL Expert certification in IT Service Management
This includes but is not limited to IT Professionals, IT Operational Practitioners, Business Managers and Process Owners.
Pre-Requisites
Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or v2 Foundation plus Bridge Certificate). Please note that documentary evidence of this qualification and photographic ID will be required prior to sitting the examination. It is also strongly recommended that candidates be able to demonstrate a familiarity with IT terminology and understand the context of Release, Control & Validation management in their own business environment In addition it is suggested that candidates have some experience of working in a service management capacity within a service provider environment, with responsibility relating to at least one of the ITIL processes of Change, Release, Configuration, Service Evaluation, Service Validation & Testing, Quality Assurance or Knowledge Management.
Course Content
Introduction to Release, Control & Validation (RCV)
service as a concept (the role of utilities, warranties, capabilities & resources)
service as a value proposition & value composition
the ITIL processes, functions and roles
the RCV processes and how they interact across Lifecycle
the value to the business
Change Management
the purpose, goal, objectives and scope of the process
the business value of the process
process policies, design and planning considerations
change requests
the activities of managing changes
the process triggers, inputs, outputs and interfaces
measuring change
day-to-day change management operational activities
the relationship between CSI and organisational change
Service Asset & Configuration Management
the purpose, goal, objectives and scope of the process
the business value of the process
process policies and basic concepts
the process activities
the Configuration Management System (CMS)
measuring the process
day-to-day configuration management operational activities
Service Validation & Testing
the purpose, goal, objectives and scope of the process
the business value of the process
process policies and basic concepts
test models & validation conditions
test data and test environments
measuring the process
Release & Deployment Management
the purpose, goal, objectives and scope of the process
the business value of the process
process policies, basic concepts, design and planning considerations
implementation planning
the activities of transfer, deployment, retirement, verification and early life support
the process triggers, inputs, outputs and interfaces
recording deployment information
challenges, risks and critical success factors for the process
Request Fulfilment
the purpose and scope of the process
establishing a self-help practice
the relationship of the process to Release and Incident Management
challenges, risks and critical success factors for the process
Service Evaluation
the purpose, goal, objectives and scope of the process
process terminology
effects of change and evaluation of effectiveness
challenges for the process
Knowledge Management
the purpose, goal, objectives and scope of the process
the business value of the process
DIKW
process strategy & practical techniques
data and information management
stakeholder support
measuring the value of the process
day-to-day change management operational activities
the relationship with CSI
Roles & Responsibilities
the key roles / functions responsible for executing each process step
Technology & Implementation Considerations
generic requirements
evaluation criteria for technology and tools
how to implement Service Management technologies
practices for process implementation
the Deming Cycle
challenges, critical success factors & risks of implementation
Examinations
The training includes detailed preparation for the examination which will be held at the end of Day Five.
A 90 minute, multiple choice paper featuring eight scenario-based, gradient scored questions.
Each question will have 4 possible answer options, one of which is worth 5 marks (the 'correct' answer), one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
In order to qualify for a pass, candidates must achieve a minimum of 28/40 (70%).
Notes
Candidates are strongly encouraged to read the ITIL Service Lifecycle core publications in advance of attending the training with particular focus on the two books of ‘Service Transition’ and ‘Service Operation’.
(ISBN 978-0-11-331048-7 & ISBN 978-0-11-331046-3).
Follow-on Courses
These certificates will be of interest to delegates working with the processes and areas listed above; it is also a module for delegates working towards the Expert Certification via the Capability Stream.
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