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ITIL® V3 Service Capability – Release, Control & Validation
Duration: 5 Days
The Knowledge Academy Materials and trainers
The Knowledge Academy ITIL® course materials and trainers are accredited by APM Group Ltd. ensuring that delegates receive a consistently high standard of training. The Knowledge Academy course materials are regularly assessed and maintained in line with stringent standards administered by APM Group Ltd. The Knowledge Academy trainers are regularly assessed by The Knowledge Academy and AMP Group Ltd. to ensure that their knowledge of Service Desk Management and ITIL® are strong enough to deliver training that helps delegates extract maximum benefit from attending our courses.
Pre Reading Material
It is a prerequisite that delegates hold the ITIL® Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent.
Please note that delegates are advised to purchase and read the following publication in advance of the course
ISBN 9780113310722
It is also strongly recommended that candidates:
• Can demonstrate familiarity with IT terminology and understand the context of Release Control and Validation management in their own business environment
• Have exposure working in a Service Management capacity within a service provider environment, with responsibility emphasizing at least one of the following Service Management processes: Service Asset and Configuration Management, Change Management, Service Test and Validation Management, Knowledge Management, Release and Deployment Management and Evaluation Management
• Complete the pre-course work which includes reading the Key Element Guide Service Transition and Key Element Guide Service Operation. If possible, reading the ITIL Service Lifecycle core publications—in particular, the Service Transition and Service Operation books—in advance of attending the training will help with overall understanding of the course.
It is recommended that Intermediate courses require approximately 1 hour of home study each evening.
APMG Intermediate examination
The course forms part of the ITIL® Intermediate qualification programme. Successful candidates will be awarded 4 credits towards the ITIL® Expert qualification.
The examination will consist of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark is 70% or more.
Course Structure
The course builds on the general principles covered as part of the ITIL® Foundation course. This enables the organisation 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-focussed Services Framework.
Course Content
Candidates can expect to gain knowledge and understanding in the following:
Introduction and Overview
• The concept of Service Management as a practice and how it delivers value to customers and the
Business
• The underpinning processes and functions that support the Service Lifecycle
• What makes up the Service Capability RCV cluster (i.e. which stages of the Service Lifecycle contribute to this capability and how they interact) and its specific focus on Service Transition
Change Management
• The end-to-end process flow for Change Management inclusive of its design strategy, components, activities, roles and operation including its organizational structure and the 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
Service Asset and Configuration Management
• The end-to-end process flow for Asset and Configuration Management inclusive of its design strategy, components, activities, roles and operation including its organizational structure and the 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
Service Testing and Validation (SVT)
• The end-to-end process flow for SVT process inclusive of its design strategy, components, activities, roles and operation including its organizational structure as well and the interfaces with other processes
• SVT testing perspectives (e.g. Test requirement, conditions, environments, data, etc.) and how these test components are used to ensure service quality
• The benefits and business value that can be gained from SVT as related to RCV
Release and Deployment Management
• The end-to-end process flow for Release and Deployment Management inclusive of its design strategy, components, activities, roles and operation including its organizational structure and the interfaces with other processes
• The Release and Deployment model and related activities (e.g. design, planning, build, pilots, test, transfer, deployment, retirement, etc.) and how these activities ensure service quality
• 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 inclusive of its design strategy, components, activities, roles and operation including its organizational structure and the interfaces with other processes (e.g. Incident and Release)
• The Request Fulfilment model and related activities (e.g. effectiveness of designs, changes, performance, etc.) and provide examples of how these activities help to ensure Quality Service within RCV
• The benefits and business value that can be gained from Request Fulfillment Management
Evaluation
• The end-to-end process flow for Evaluation inclusive of its design strategy, components, activities, roles and operation including its organizational structure and the interfaces with other processes
• The Evaluation model and related activities (e.g. effectiveness of designs, changes, performance, etc.) and how these activities help to ensure service quality
Knowledge Management
• The end-to-end process flow for Knowledge Management inclusive of its design strategy, components, activities, roles and operation including its organizational structure and the interfaces with other processes (e.g. CSI processes)
• The Knowledge Management model and related activities (e.g. DIKW, stakeholder management, metrics, etc.) and how these activities help to ensure service quality
• The benefits and business value that can be gained from Knowledge Management
Roles and Responsibilities
• The roles and responsibilities related to Change Management, Service Asset and Configuration Management, Service Validation and Testing, Release and Deployment Management, Request Fulfillment, Evaluation, and Knowledge Management. Where and how these are used, as well as, how they fit within the Service Transition organization
Technology and Implementation Considerations
• The technology requirements for Service Management tools, where how these would be used within RCV for process implementation (e.g. Knowledge Management and Service Asset and Configuration Management)
• The need and benefits of tools that support Service Transition as related to RCV
• Implementing processes including planning and managing Change, Service Operation, project management, risk management, and staff considerations.
• What best practices such as the “Deming Cycle” should be used in order to alleviate challenges and risks when implementing Service Management technologies as well as designing technology architectures.
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