control, and validation (RCV) of services and service delivery. The main focus of this 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 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 course at 1:00 pm.
The main process focus areas of this course include:
Service asset and configuration management (SACM)
Change management
Change evaluation
Release and deployment management
Service validation and testing
Request fulfillment
Knowledge management
Please note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided no later than the first day of class.
Certification:
ITIL Intermediate Qualification: Release, Control, and Validation
Thousands of students have achieved ITIL certifications with the help of our training. We're so confident in our ITIL training, we guarantee your success on the Intermediate ITIL exams or your money back. Visit www.globalknowledge.com/itilguarantee for details.
Did You Know?
This class is available in our Virtual Classroom -- live online training that combines premium skills development technologies and expert instructors, content, and exercises to ensure superior training, regardless of your location.
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
Follow-On Courses
ITIL® Service Lifecycle: Service Transition
ITIL® Service Lifecycle: Service Operation
ITIL® Service Capability: Service Offerings and Agreements
ITIL® Service Capability: Operational Support and Analysis
ITIL® Service Lifecycle: Service Strategy
ITIL® Service Lifecycle: Service Design
ITIL® Service Lifecycle: Continual Service Improvement
ITIL® Service Capability: Planning, Protection, and Optimization
ITIL®: Managing Across the Lifecycle
Certification Programs and Certificate Tracks
This course is part of the following programs or tracks:
ITIL® Certifications
Why Global Knowledge?
Practice to Perform
Our courses maximize learning through intensive, hands-on exercises. Our experiential design puts theory into practice and dramatically improves your learning experience, professional development, and retention. It is the difference between memorizing facts and building competency. We use more challenging scenarios and offer greater detail and practice of each concept than traditional courses, so you will return to work more knowledgeable and with greater expertise.
Free Templates with Every Course
Creating templates to support your methodology is expensive and time consuming. We make it easy for you to adopt best practices quickly and easily by including our CD of 110 templates with this course. You can easily customize the templates for use throughout your organization.
Flexible Courses That Fit Your Needs
Building our courses with individual lesson objects allows us to easily customize a solution that meets the needs of your organization. From editing standard course curriculum to creating a custom course that complements the best practices of your organization, we have the experience and expertise to deliver exactly what you need.
Customization for Organizations
Using our SOLVE methodology (Surround, Originate, Launch, Validate, Evolve), we can assess your organization's unique learning needs and goals, design and implement a tailored solution, and provide continuous program improvements. We also offer curriculum-planning services to help maximize the return on your organization's training investment.
Course Outline
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
2. 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
3. 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
4. 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
5. 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
6. 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
7. 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
8. 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
9. 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
10. Exam Preparation/Mock Exam
11. Exam