ITIL ® Intermediate Release, Control & Validation 2011 Edition

Course details

Students will learn the principles and core elements of the Service Capability approach to IT Service Management as well as focusing on the processes & roles, activities and their execution throughout the Service Lifecycle.

Course Outline

1 - COURSE INTRODUCTION

• Introduction/Housekeeping
• Service Management as a practice
• Service, its value proposition and composition
• Functions and processes across the lifecycle
• The role of processes in the Service Lifecycle
• How Service Management creates business value
• How Release Control and Validation supports the Service Lifecycle

2 - CHANGE MANAGEMENT

• Purpose, goal, objectives & scope
• Value to business and to the Service Lifecycle
• Policies, principles and basic concepts
• Types of Change Requests
• Triggers, inputs, outputs and interfaces with other processes
• How to measure effectively, metrics and their applications
• Activities and the Service Operation Lifecycle stage
• The relationship between Continual Service Improvement and organizational change

3 - SERVICE ASSET AND CONFIGURATION MANAGEMENT

• Purpose, goal and objectives & scope
• Value to business and to the Service Lifecycle
• Policies, principles and basic concepts
• The use of a Configuration Management System (CMS)
• Process activities, tools and deliverables
• The considerations for retaining CMS back-up and historical data for business purposes
• How to measure effectively, metrics and their application
• Activities and the Service Operation Lifecycle stage

4 - RELEASE AND DEPLOYMENT MANAGEMENT

• Purpose, goal and objectives & scope
• Release Unit, Release Design options and considerations
• Release and Deployment planning
• Developing the detailed implementation plan for release deployment
• Support after deploying the new Release
• Triggers, inputs and outputs and interfaces with other processes
• Information recording and maintenance
• Challenges, risks and Critical Success Factors

5 - SERVICE VALIDATION AND TESTING

• Purpose, goal and objectives & scope
• Value to business and Service Lifecycle
• Policies and principles
• Validation and Testing perspectives, purposes and stakeholder requirements
• Test levels and test models to help with building quality services deliverables
• Process activities, methods and techniques and how they relate to the Service Lifecycle
• Triggers, inputs and outputs and the process interfaces
• Maintaining test data and test environments in respect of changing test requirements
• Measurement and Metrics

6 - KNOWLEDGE MANAGEMENT

• Purpose, goal and objectives & scope
• Value to the business and to the Service Lifecycle
• Policies, principles and the request model concept
• Basic layers of the KM concept using the DIKW structure
• What constitutes an effective KM strategy, and practical techniques for enabling knowledge transfer
• Stakeholder groups within the IT Service Management organization whose support is needed for effective Knowledge Management
• Measuring the value contribution of KM, and practical metrics

7 - SERVICE EVALUATION

• Purpose, goal and objectives
• Scope
• Service Evaluation process terminology and workflow
• Intended effect and unintended effects of a change, and factors for evaluating the effectiveness of a Service Design and changes
• Evaluation of service performance to Risk Management and the potential impact on the course of actions for the overall Service Design/change evaluation
• Challenges pertaining to Service Evaluation

8 - REQUEST FULFILLMENT

• Purpose, goal and objectives
• Scope
• How Request Fulfillment may help to establish a self- help service practice within an organization.
• The difference between Request Fulfillment and Incident Management
• The relationship between Request Fulfillment and Release Management, and how they interact with SACM
• Challenges, risk and Critical Success Factors

9 - ROLES AND RESPONSIBILITIES

• Change Management
• Service Asset and Configuration Management
• Service Validation and Testing
• Release and Deployment Management
• Request Fulfillment
• Service Performance and Risk Evaluation activities
• Service Knowledge Management

10 - TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS

• Requirements for ITSM technology for implementing processes
• Evaluation criteria for technology and tools for process implementation
• Challenges, Critical Success Factors and risks
• How to plan and implement Service Management technologies
• Technology considerations for implementing collaboration for process execution, Configuration Management and Knowledge Management
• The Deming Cycle

Related Certifications:

• ITIL Intermediate Life Cycle
• ITIL Intermediate Release Control & Validation

Related Exams:

• ITIL Release, Control, and Validation