Release, Control and Validation

$2,995.00

Description

Dates: November 5-9, 2018

  • Five days- includes lecture, classroom group exercises, exam preparation, and exam

Times: 9 am- 5 pm

Price: $2995.00

Class Size: Maximum of 24 students

Location: Hawtrey HQ – 36 West Main Street, Mechanicsburg, PA

Course Description

This is a live, instructor-led course that teaches students how to introduce Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfilment, Service Evaluation and Knowledge Management as integral parts of its overall business-focused Services Framework.

Students taking this course will improve role-based capabilities and competencies by increasing understanding about terminology, processes, roles and functions, and activities in the ITIL service lifecycle. It also provides a structured guide to ensuring an organization can develop and implement complete and integrated best practice processes. This course provides the opportunity to sit the ITIL Capability Examination in Release, Control & Validation.

This class is recommended for, but not limited to:
Operational staff involved in Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfillment, Service Evaluation and Knowledge Management, who wish to enhance their role-based capabilities.

Prerequisite: ITIL v3 Foundation Certification

Course Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:

  • Introduction
  • Change Management
  • Service Asset and Configuration Management
  • Service Validation and Testing
  • Release and Deployment Management
  • Request Fulfillment
  • Change Evaluation
  • Knowledge Management
  • RCV Roles and Responsibilities
  • Technology and Implementation Considerations

In addition, the training will include examination preparation, including a mock examination opportunity.

Course Objectives

 Introduction

  • Purpose and objectives of Service Transition
  • Scope of the Service Transition phase in relation to the RCV processes, its value to the business, and how the RCV processes interact with processes within other lifecycle stages
  • Various aspects to be considered for developing an effective Service Transition strategy
  • Defining Service Transition lifecycle stages
  • The key initiatives that are important for an effective preparation for Service Transition
  • The approach and best practices in planning and coordinating Service Transition activities
  • How Service Transition provides transition process support to stakeholders

Change Management (CM)

  • The purpose and objectives of the CM process and describe its practical application within a business environment
  • The scope of the CM process
  • The business value of CM and demonstrate some practical examples in real-life situations
  • CM policies, and its design and planning considerations
  • Types of change requests and describe them using examples by service lifecycle stage; distinguish changes, requests for change (RFCs) and change records
  • The role of change models, change proposals and standard changes
  • The methods and techniques associated with each major CM activity
  • The options and considerations for remediation planning
  • Typical activities involved in managing changes, and describe workflow of processing different types of change requests
  • The CM process triggers, inputs, outputs and interfaces with other processes
  • The role of the configuration management system (CMS) in CM
  • How CM can be effectively measured and examples of critical success factors and key performance indicators
  • The challenges and risks of CM
  • Typical CM activities that may be performed on a day-to-day basis during the service operation lifecycle stage
  • Managing organization and stakeholder change as an essential part of continual improvement

Service Asset and Configuration Management (SACM)

  • The purpose and objectives of the SACM process
  • The scope of SACM
  • The business value of the SACM process and demonstrate some practical examples in real-life situations
  • SACM policies and basic concepts and various types of CIs
  • The use of a configuration management system (CMS), and its major components, in supporting the effective execution of the SACM process
  • The activities of assessment management, the role of software asset management and associated tools
  • The key process activities of SACM and deliverables for executing each of these activities
  • The SACM process triggers, inputs, outputs and interfaces with other processes
  • The information management considerations for SACM
  • How the SACM process can be effectively measured, and examples of critical success factors and key performance indicators and their application
  • The challenges and risks of SACM
  • Typical SACM activities performed on a daily basis by service operation

Service Validation and Testing (SVT)

  • The purpose and objectives of the SVT process
  • The scope of the SVT process
  • The business value of the SVT process, and demonstrate some practical examples in real-life situations
  • How policies can drive and support the execution of the SVT process, and describe practical examples of such policies
  • Various test models, their objectives and test conditions,and examples of validation conditions
  • Various validation and testing perspectives, their purposes and the stakeholder groups’ requirements 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, 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 respect of changing test requirements
  • How the SVT processes can be measured in terms of business value contribution and internal efficiency, and examples of critical success factors and key performance indicators
  • The challenges and risks of SVT

Release and Deployment Management (RDM)

  • The purpose and objectives of the RDM process
  • The scope of the RDM process
  • The business value of the RDM process
  • RDM policies, the concept of a release unit, release design options and considerations, and models
  • The four phases of RDM
  • Release and deployment planning considerations
  • Release and deployment plans
  • Pass/fail criteria
  • Build and test planning
  • Planning release packaging and build
  • Preparation for release build and test
  • Deployment planning
  • Planning of pilots
  • Financial/commercial planning
  • The key steps and techniques for performing the release build and test stage
  • Release and build documentation
  • Acquire and test input configuration items and components
  • Release packaging
  • Build and manage the test environments
  • The approach for developing a detailed plan for deployment and the key steps for performing the actual transfer, deployment and retirement, verifying deployment, providing early life support
  • Reviewing and closing the deployment
  • The RDM process triggers, inputs, outputs and interfaces with other processes
  • How information pertaining to service deployment should be recorded and maintained
  • How the RDM processes can be measured in terms of business value contribution and examples of critical success factors and key performance indicators
  • The challenges, risks and critical success factors pertaining to RDM
  • Typical RDM activities performed on a daily basis by service operation

Request Fulfillment (RF)

  • The purpose, objectives and scope of the RF process
  • The business value of the RF process
  • RFpolicies, principles and basic concepts
  • RFactivities and demonstrate some practical examples of service requests that can be offered as standard services by category
  • RF process triggers, inputs, outputs and interfaces (particularly with RDM, SACM and CM)
  • Information required by the RF process
  • How RF can be effectively measured, and examples of critical success factors and key performance indicators
  • Challenges and risks pertaining to RF

Change Evaluation (CE)

  • The purpose, objectives and scope of the CE process
  • The business value of the CE process
  • CE policies, principles and use of the Plan-Do-Check-Act model
  • CE process terminology and typical CE process workflow
  • Perspectives to consider when executing an evaluation plan, the intended and unintended effect of a change, and factors for evaluating the effectiveness of a service change
  • The evaluation of predicted service performance and actual performance and of risk management. How this can impact the course of actions for the overall service design/change evaluation
  • Evaluation report contents
  • CE process triggers, inputs, outputs and interfaces
  • The role of the SKMS and CMS relative to the CE process
  • How CE can be effectively measured, and examples of critical success factors and key performance indicators
  • Challenges and risks pertaining to CE

Knowledge Management (KM)

  • The purpose, objectives and scope of the KM process
  • The business value of the KM process, especially in the context of service transition
  • KM policies and use of DIKW structure. The SKMS and its relationship with the CMDB and CMS, using examples
  • KM activities and practical techniques for enabling a KM strategy, knowledge transfer and the effective management of data, information and knowledge. Demonstrate the benefits of using an SKMS through examples
  • KM process triggers, inputs, outputs and interfaces. The stakeholder groups within the IT service management organization whose support is needed for effective knowledge management
  • Information management aspects to consider when creating an SKMS
  • How KM can be effectively measured, and examples of critical success factors and key performance indicators
  • Challenges and risks pertaining to KM
  • The relationship between continual service improvement and knowledge management

RCV Roles and Responsibilities

  • Generic roles involved in service transition
  • The key roles/functions responsible for executing each process step as related to:
    • Transition planning and support
    • Change management
    • Service asset and configuration management
    • Release and deployment management
    • Service validation and testing
    • Request fulfillment
    • Change evaluation
    • Knowledge management

Technology and Implementation Considerations

  • The list of generic requirements for integrated ITSM technology
  • The evaluation criteria for service management tools for process implementation
  • The RCV practices for process implementation which include:
    • Managing change in operations
    • Service operation and project management
    • Assessing and managing risk in service operation
    • Operational staff in service design and transition
    • The challenges, critical success factors and risks related to implementing service transition practices and processes
    • How to plan and implement service management
  • The technology considerations for implementing the following processes and activities:
    • Knowledge management tools
    • Collaboration
    • Configuration management system

Summary, Exam Preparation and Directed Studies

Target Audience

The target groups of the ITIL Expert Qualification: Release, Control and Validation are:

  • Individuals who have attained the V3 ITIL Foundation Certificate in Service Management, or the V2 Foundation plus the V3 Foundation Bridge Certificate, and who wish to advance to higher level ITIL certifications
  • Individuals who require a deep understanding of the ITIL Certificate in Release, Control and Validation processes and how they may be used to enhance the quality of IT service support within an organization
  • IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about, and thereafter contribute to, an ongoing service improvement program
  • Operational staff involved in Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfillment, Change Evaluation and Knowledge Management, who wish to enhance their role-based capabilities

This may include, but is not limited to, IT professionals, business managers and business process owners.

Course Prerequisites

To be eligible for the ITIL Expert Qualification exam, the candidate must have fulfilled the following requirements:

  • Must hold the ITIL v3 Foundation Certificate in IT Service Management or ITIL v2 Foundation plus the Bridge Certificate and must be presented prior to class
  • There are no minimum requirements, but a basic IT literacy and 2+ years IT experience are highly desirable
  • It is also recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Transition book in preparation for the examination
  • Approximately 1 hour of home study each evening
  • It is strongly recommended that candidates read the ITIL Service Lifecycle core publications in advance of attending training for the certification, and in particular, the Service Transition and Service Operation books.

Exam Eligibility

To be eligible for the examination leading to an accredited ITIL Certificate in Release, Control and Validation, the candidate must fulfill the following requirements:

  • At least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
  • There is no minimum mandatory requirement, but 2 to 4 years professional experience working in IT Service Management is highly desirable
  • Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
  • It is also recommended that students should complete a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance, in particular the Service Strategy, Service Design, Service Transition and Service Operation publications.

Exam Details

  • 90-minute timed test
  • Closed book
  • Passing score: 28/40 or 70%

18 Seats Available (can be backordered)