ITIL Intermediate Service Capability – Release Control and Validation هذه الدورة تدرس باللغة الإنجليزية

تفاصيل الدورة

This course is a classroom training relevant for professionals who play a role in the daily implementation and execution of activities covered under Release Control and Validation in order to deliver business value delivered through quality IT services. This course is a free-standing qualification and is also part of the ITIL intermediate capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test and validate the knowledge on industry practices in service management as documented in the official ITIL Service Lifecycle publications. Practical examples and real life case studies are used to guide and assist with the understanding of key concepts throughout the course. At the end of the classroom training, the certification exam may be taken.

The ITIL Release Control and Validation certificate is awarded to candidates passing the examination. Participants will also earn 35 Project Management Institute (PMI) Professional Development Units upon course completion.

COURSE OUTLINE

Introduction to RCV

• The purpose, objectives and scope of service transition lifecycle phase
• The RCV processes in relation to service transition
• Activities related to overall transition planning and ongoing support

Change Management

• The end-to-end process flow for change management, including its policies, design strategy, concepts, activities, and interfaces with other processes
• A measurement model and the metrics that would be used to support change management within RCV practices
• The benefits and business value that can be gained from change management and the challenges and risks to be managed

Service Asset and Configuration Management

• The end-to-end process flow for service asset and configuration management, including its policies, design strategy, concepts, activities and interfaces with other processes
• A measurement model and the metrics that would be used to support service asset and configuration management within RCV practices
• The benefits and business value that can be gained from service asset and configuration management and the challenges and risks to be managed

Service Validation and Testing

• The end-to-end process flow for the SVT process, including its policies, concepts, activities and interfaces with other processes
• Test modeling techniques and testing concepts (for example, stakeholder requirements, test conditions, environments, data) and how these test components are used to ensure service quality
• A measurement model and the metrics that would be used to support service validation and testing within RCV practices
• The benefits and business value that can be gained from SVT and the challenges and risks to be managed

Release and Deployment Management

• The end-to-end process flow for release and deployment management, including its policies, concepts, phases, activities and interfaces with other processes
• Release and deployment models and related activities (for example, design, planning, build, pilots, test, transfer, deployment, retirement). and how these activities ensure service quality
• A measurement model and the metrics that would be used to support release and deployment management within RCV practices
• The benefits and business value that can be gained from release and deployment management

Request Fulfillment

• The end-to-end process flow for request fulfillment, including its policies, concepts, activities, and interfaces with other processes (for example, RDM, SACM and change management)
• Request fulfillment models and related activities (for example, effectiveness of designs, changes, performance) and how these activities help to ensure quality service within RCV
• A measurement model and the metrics that would be used to support request fulfillment within RCV practices
• The benefits and business value that can be gained from request fulfillment and the challenges and risks to be managed

Change Evaluation

• The end-to-end process flow for change evaluation, including its policies, concepts, activities interfaces with other processes
• Perspectives and considerations for evaluating the effectiveness of a service change
• A measurement model and the metrics that would be used to support change evaluation within RCV practices
• The benefits and business value that can be gained from change evaluation and the challenges and risks to be managed

Knowledge Management

• The end-to-end process flow for knowledge management, including its policies, concepts, activities and interfaces with other processes (for example CSI processes)
• Related concepts (for example, data information knowledge wisdom (DIKW)) and how these activities help to ensure knowledge transfer and improved decision-making
• The benefits and business value that can be gained from knowledge management and the challenges and risks to be managed

Release, Control and Validation Roles and Responsibilities

• Generic roles that support service transition and the RCV processes
• The roles and responsibilities related to transition planning and support, change management, service asset and configuration management, service validation and testing, release and deployment management, request fulfillment, change evaluation, and knowledge management.
• Where and how these are used, as well as how they fit within the context of service transition.

Technology and Implementation Considerations

• The technology requirements for service management tools, where and how these would be used within RCV (for example, knowledge management and service asset and configuration management)
• The need and benefits of tools that support service transition as related to RCV
• Implementing RCV processes in the context of planning and managing change, service operation, project management, risk management, and staff considerations