ITILB. 2011: Release, Control and Validation - AXELOS and EXIN Accredited Training

In This Course YouWill Learn How To:

•         The importance of Service Management as a Practice concept and ServiceTransition Principles, Purpose and Objective
•         The importance of ITIL® Release, Control and Validation while providingservice
•         How all processes in ITIL® Release, Control and Validation interact withother Service Lifecycle Processes
•         What are the processes, activities, methods and functions used in eachof the ITIL® Release, Control and Validation processes
•         How to use the ITIL® Release, Control and Validation processes,activities and functions to achieve operational excellence
•         How to measure ITIL® Release, Control and Validation
•         The importance of IT Security and its contributions to ITIL® Release,Control and Validation
•         The technology and implementation considerations surrounding ITIL®Release, Control and Validation
•         Change Management as a capability to realize successful servicetransition
•         Service Validation and Testing as a capability to assure the integrityand the quality of service transition
•         Service Asset and Configuration Management as a capability to monitorthe state of service transition
•         Knowledge Management as part of enhancing the on-going managementdecision support and service delivery capability
•         Request Fulfillment and Evaluation to assure meeting committed servicelevel performance
•         Release Control and Validation process roles and responsibilities
•         Technology and Implementation Considerations
•         Challenges, Critical Success Factors and Risks associated to ITIL®Release, Control and Validation

Module 00: Course Introduction: ITIL® 2011: Release, Control & Validation

Module 01: Exam Tips

• Understanding the exam process
• Exam questions and grading
• Taking the exam
• Using the practice exams

Module 02: Service Management as a Practice Part 1

• Lifecycle Review
• Service Management Core Concepts 
• Generic Roles
• Key Service Management Concepts for RCV
• RACI Model
• Deming’s PDCA Model

Module 03: Service Management as a Practice Part 2

• Purpose, Objectives, Scope and Value
• ST Challenges
• ST Metrics
• ST Risks
• Service Lifecycle and RCV 

Module 04: Service Management as a Practice Part 3

• Service Transition Activities for RCV
• Transition Strategy
• Transition Planning
• Exercise: General Service Quality Improvement

Module 05: Service Asset & Configuration Management (SACM) Part 1

• Purpose, Objectives, Scope and Value
• Basic Concepts
• Configuration Model, Configuration Management System
• Asset Management 

Module 06: Service Asset & Configuration Management Part 2

• SACM Activities
• Plan, Identify and Control
• Status Accounting and Reporting
• Verification and Audit

Module 07: Service Asset & Configuration Management Part 3

• Roles
• Triggers and Inputs/Outputs
• Interfaces
• Information Management
• Metrics
• Challenges and Risks
• Exercise: Simple Model for Desktop Management
• Exam Question Exercise:
  • Sample Exam 1, Question 6
  • Sample Exam 2, Question 7
• Exam Question Protocols

Module 08: Change Management (ChM) Part 1

• Purpose, Objectives, Scope and Value
• Basic Concepts
• Design & Planning Considerations
• Key ChM Definitions

Module 09: Change Management Part 2

• Basic Concepts
• Change Advisory Board
• CAB Activities
• "Normal Changes"

Module 10: Change Management Part 3

• Activities
• Assess and Evaluate
• Authorize, Coordinate, Review & Close
• Emergency Changes
• ChM Activities in Service Operation

Module 11: Change Management Part 4

• Roles
• Activities
• Triggers and Inputs/Outputs
• Interfaces
• Information Management
• Metrics
• Challenges and Risks
• Exam Question Exercise: Sample Exam 2, Question 6
• Exam Question Review: Sample Exam 1, Question 6

Module 12: Request Fulfillment Part 1

• Purpose, Objectives, Scope and Value
• Basic Concepts
• Activity Overview

Module 13: Request Fulfillment Part 2

• Roles
• Triggers and Inputs/Outputs
• Interfaces
• Information Management
• Metrics
• Risks
• Exercise: ST Dependencies
• Exam Question Exercise:
  • Sample Exam 1, Question 4
  • Sample Exam 2, Question 4
• Exam Question Review: Sample Exam 2, Question 6

Module 14: Release and Deployment Management Part 1

• Purpose, Objectives, Scope and Value
• Basic Concepts
• Release Packages
• Deployment Options
• Deployment Models

Module 15: Release and Deployment Management Part 2

• RDM Activities Overview
• Stage 1: Release and Deployment Planning
• Service-V Model

Module 16: Release and Deployment Management Part 3

• Stage 2: Release and Test
• Service Testing

Module 17: Release and Deployment Management Part 4

• Stage 3: Deployment
• Deployment Activities

Module 18: Release and Deployment Management Part 5

• Stage 4: Review and Close
• RDM Activities in Service Operations

Module 19: Release and Deployment Management Part 6

• Roles
• Triggers and Inputs/Outputs
• Interfaces
• Information Management
• Metrics
• Risks
• Exercise: Early Life Support Exit Criteria
• Exam Question Exercise:
  • Sample Exam 1, Question 1
  • Sample Exam 2, Question 8
• Exam Question Review: Sample Exam 2, Question 4

Module 20: Service Validation and Testing Part 1

• Purpose, Objectives, Scope and Value
• Basic Concepts
• Test Models
• Validation and Testing Levels

Module 21: Service Validation and Testing Part 2

• Service Validation and Testing Activities
• Test Management
• Review SVT Activities

Module 22: Service Validation and Testing Part 3

• Roles
• Triggers and Inputs/Outputs
• Interfaces
• Information Management
• Metrics
• Challenges and Risks
• Exam Question Exercise:
  • Sample Exam 1, Question 5, 7
  • Sample Exam 2, Question 3
• Exam Question Review: Sample Exam 2, Question 8

Module 23: Change Evaluation Part 1

• Purpose, Objectives, Scope and Value
• Basic Concepts
• Evaluation Process
• Risk Management
• Evaluation Reporting

Module 24: Change Evaluation Part 2

• Roles
• Triggers and Inputs/Outputs
• Interfaces
• Information Management
• Metrics
• Challenges and Risks
• Exercise: “Same Words, Different Tune”
• Exam Question Exercise:
  • Sample Exam 1, Question 2
  • Sample Exam 2, Question 1, 2
• Exam Question Review: Sample Exam 2, Question 3

Module 25: Knowledge Management Part 1

• Purpose, Objectives, Scope
• Value to the Business
• Basic Concepts
• KM Activities

Module 26: Knowledge Management Part 2

• Triggers and Inputs/Outputs
• Interfaces
• Information Management
• Metrics
• Challenges and Risks 
• Exam Question Exercise:
  • Sample Exam 1, Question 3
  • Sample Exam 2, Question 5
• Exam Question Review: Sample Exam 2, Question 2

Module 27: Service Management Technology

• Tool Selection
• Service Automation
• Tools Specific to RCV 
• Exam Question Exercise: Sample Exam 1, Question 8
• Exam Question Review: Sample Exam 1, Question 8 

Dr. Suzanne Van Hove. owner of SED-IT, has successfully blended an award-winning career in higher education with a passion for IT Service Management. She understands the dynamics of how people learn and the best vehicles for content retention. She has developed and received accreditation of her own IT Service Management educational programs.

Perhaps her greatest strength is developing training curriculum that is industry specific. This unique approach gives students practical, real life case studies that enable them to bring best practices to their respective organizations. Large and small organizations around the globe have benefited from her proprietary approach. With over 25 years’ experience, Suzanne brings a wealth of knowledge to every engagement – either in the classroom or boardroom. In 2011, Suzanne was recognized the itSMF USA ‘Industry Knowledge Contribution’ Award for her achievements in academia and industry.