Course Description :

Mastering ITIL Intermediate Courses requires IT professionals to obtain great insight into the ITIL body of knowledge and to learn how to apply ITIL in real life. ITpreneurs’ blended Release, Control, and Validation (RCV) training Course uses an optimal mix of training methods to achieve this result in a way that is most convenient, effective, and economical to learners. Learners obtain the “knowing” component of the Course by completing 10 hours of self-paced eLearning in their own time and at their own pace. After completing the eLearning component of the Course, the program taps into the natural strengths of the classroom. In 2.5 days, learners are provided with a safe environment where they can learn to “apply” their knowledge through a combination of case studies, assignments, and role plays. Thinking beyond the traditional classroom “box” and presenting students with an optimal mix of Learning methods.

This ITIL Intermediate Course immerses learners in the practical aspects of the ITIL Service Lifecycle and Processes associated with the Release, Control, and Validation of services. 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.

Course Outline :

• Course Introduction
• Introductions
• Course Introduction
• Course Learning Objectives
• Unique Nature of the Course
• Course Qualification Scheme
• Service Transition
• Purpose and Objectives of Service Transition
• Scope of Service Transition
• Business Value of Service Transition
• Processes Within Service Transition
• Aspects of Developing Effective Service Transition Strategy
• Initiatives for Preparation of Service Transition
• Planning and Coordinating Service Transition Activities
• Providing Transition Process Support
• Generic Roles Involved in Service Transition
• Change Management
• Purpose and Objectives
• Scope of the Process
• Business Value of the Process
• Policies, Designs, and Planning Considerations
• Types of Change Requests
• Role of Change Models, Change Proposals, and Standard Changes
• Remediation Planning
• Main Activities, Methods, Techniques, and Relationship with RCV
• Triggers, Inputs, Outputs, and Interfaces with Other Processes
• Information Management
• Process Measurement
• Challenges and Risks
• Operational Activities of Change Management During the Service Operation Lifecycle Stage
• Managing Organization and Stakeholder Change as an Essential Part of Continual Improvement
• Service Asset and Configuration Management
• Purpose and Objectives
• Scope of the Process
• Business Value of the Process
• Policies, Designs, and Planning Considerations
• Main Activities, Methods, Techniques, and Relationship with RCV
• Triggers, Inputs, Outputs, and Interfaces with Other Processes
• Information Management
• Process Measurement
• Challenges and Risks
• SACM Activities Performed on a Daily Basis by Service Operation
• SACM Roles
• Release and Deployment Management
• Purpose and Objectives
• Scope of the Process
• Business Value of the Process
• Policies, Designs, and Planning Considerations
• Phases of Release and Deployment Management
• Triggers, Inputs, Outputs, and Interfaces with Other Processes
• Information Management
• Process Measurement
• Challenges and Risks
• Release and Deployment Management Activities and Service Operation
• Release and Deployment Management Roles
• Service Validation and Testing
• Purpose and Objectives
• Scope of the Process
• Business Value of the Process
• Policies, Designs, and Planning Considerations
• Main Activities, Methods, Techniques, and Relationship with RCV
• Triggers, Inputs, Outputs, and Interfaces with Other Processes
• Information Management
• Process Measurement
• Challenges and Risks
• Service Validation and Testing Management Roles
• Request Fulfillment
• Purpose and Objectives
• Scope of the Process
• Business Value of the Process
• Policies, Designs, and Planning Considerations
• Main Activities, Methods, Techniques, and Relationship with RCV
• Triggers, Inputs, Outputs, and Interfaces with Other Processes
• Information Management
• Process Measurement
• Challenges and Risks
• Request Fulfillment Roles
• Change Evaluation
• Purpose and Objectives
• Scope of the Process
• Business Value of the Process
• Policies, Designs, and Planning Considerations
• Triggers, Inputs, Outputs, and Interfaces with Other Processes
• Information Management
• Process Measurement
• Challenges and Risks
• Change Evaluation Roles
• Knowledge Management
• Purpose and Objectives
• Scope of the Process
• Business Value of the Process
• Policies, Designs, and Planning Considerations
• Triggers, Inputs, Outputs, and Interfaces with Other Processes
• Information Management
• Process Measurement
• Challenges and Risks
• Knowledge Management Activities and CSI
• Knowledge Management Roles
• Technology and Implementation Management
• Generic Requirements of Technology
• Evaluation Criteria for Service Management Tools
• RCV Practices for Process Implementation
• Challenges, CSFs, and Risks
• Planning and Implementing Service Management Technologies
• Technology Considerations
• Exam Preparation Guide

Target Audience :

• The Release, Control, and Validation Capability Course will be of interest to:
• Individuals who have their ITIL Foundation certificate and want to purse the Intermediate and Advanced level ITIL certifications.
• Individuals and/or operational staff who require a comprehensive, practical under tanding of the Release, Control, and Validation Processes and how these may be used to enhance the quality of IT service support within an organization. For example, operational staff involved in Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfilment, Service Evaluation, and Knowledge Management.
• IT professionals involved in IT Service Management implementation and improvment programs.
• Typical roles, including (but not restricted to) IT professionals, IT/business mangers, and IT/business Process owners, and IT practitioners.

Learning Objectives :

• Understanding Service Management as a Practice and the Principles, purposes, and Objectives of Service Transition.
• Knowing the important role of Release, Control, and Validation in service provision and understanding how the in-scope Processes interact with other Service Lifecycle Processes.
• Comprehending the activities, methods, and functions used in each of the Release, Control, and Validation Processes.
• Knowing how to apply Release, Control, and Validation Processes, activities, and functions to achieve operational excellence.
• Measuring Release, Control, and Validation performance.
• Understanding the importance of IT security and how it supports Release, Control, and Validation.
• Understanding technology and implementation Requirements in support of Release, Control, and Validation
• Comprehending the challenges, Critical Success Factors, and Risks related to Release, Control, and Validation.

Course Agenda :

eLearning

6 hours of self-paced, instructor-supported eLearning

Day 1

• Service Management
• Change Management
• Lunch
• Change Management
• Homework

Day 2

• Service Asset and Configuration Management
• Lunch
• Release & Deployment Management
• Service Validation and Testing
• Homework

Day 3

• Request Fulfillment
• Service Evaluation
• Knowledge Management
• Lunch
• Knowledge Management
• Technology and Implementation Considerations
• Homework

Day 4

• 4 hours of self-paced, instructor-supported eLearning