Course Description
GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises fulfill the 30 contact hours required to sit for your exam.
This APMG accredited training program is for individuals seeking specialist certification in the ITIL® Release, Control and Validation practice area. In order to sit for the Release, Control and Validations exam you need to have passed your ITIL® Foundation exam as it builds on the general principles covered in the ITIL® Foundation course and have completed an accredited Release, Control and Validation course.
You will be guided through the material by expert instructor Helen Morris. Helen covers the process aspects of Release, Control and Validation from a practical perspective and covers the following key ITIL process and role areas: Change Management; Release and Deployment Management; Service Validation and Testing; Service Asset and Configuration Management; Knowledge Management; Request Fulfillment and Evaluation.
In This Course You Will Learn:
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
• The importance of Service Management as a Practice concept and Service Transition Principles, Purpose and Objective
• The importance of ITIL® Release, Control and Validation while providing service
• How all processes in ITIL® Release, Control and Validation interact with other Service Lifecycle Processes
• What are the processes, activities, methods and functions used in each of 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 service transition
• Service Validation and Testing as a capability to assure the integrity and the quality of service transition
• Service Asset and Configuration Management as a capability to monitor the state of service transition
• Knowledge Management as part of enhancing the on-going management decision support and service delivery capability
• Request Fulfillment and Evaluation to assure meeting committed service level 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
Prerequisites
ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience. If you plan on taking the ITIL® 2011: Release, Control and Validation certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.
Before attending training for the certification it is also strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Transition and ITIL Service Operation publications.
Outline
Module 00: Course Introduction
Module 01: Introduction to RCV: Part 1
• Purpose and objectives of Service Transition
• How Release, Control and Validation processes support the Service Lifecycle
Module 02: Introduction to RCV: Part 2
• Scope of the Service Transition Lifecycle in relation to the RCV processes, its value to the business and how the RCV processes interact with processes within other Lifecycle stages
• Developing an effective service transition strategy
• The key initiatives that are important for an effective preparation for service transition
• The approach and best practices in planning and coordinating service transition activities
Module 03: Change Management: Part 1
• Purpose, goal and objectives of the change management process and its practical application within a business environment
• Scope of the Change Management process
• The business value of change management and some practical examples
• Change Management policies
• Design and planning considerations
• Types of change request and describe them using examples by Service Lifecycle stage
• Exercise: Planning Change Management
Module 04: Change Management: Part 2
• Typical activities of managing Changes and describe workflow of processing different types of change requests
• The methods and techniques associated with each major change management activity
• Exercise: Request for Change Form
Module 05: Change Management: Part 3
• The methods and techniques associated with each major change management activity – continued
• Exercise: Change Advisory Board Agenda
Module 06: Change Management: Part 4
• The Change Management process triggers, inputs, outputs and interfaces with other processes
• How Change Management can be effectively measured, and example of types of metrics and their applications
• Typical Change Management activities performed on a day-to-day basis during the Service Operation Lifecycle stage
• The relationship between Continual Service Improvement and organizational change
• Exercise: Change Management Process Measures
Module 07: Service Asset and Configuration Management: Part 1
• The objective, scope, purpose and goal of SACM
• The importance of SACM as a process to generate business value
• SACM policies, principles and basic concepts, activities, methods and techniques.
Module 08: Service Asset and Configuration Management: Part 2
• The importance and use of Configuration Items (CIs)
• Tools, activity models, CMS back-ups and historical data.
Module 09: Service Asset and Configuration Management: Part 3
• The use of a Configuration Management System (CMS), and its major components, in supporting the effective execution of SACM process
• The key SACM process activities, tools, models and deliverables for executing each of these activities
• Exercise: Configuration Plan and Configuration Documentation
Module 10: Service Asset and Configuration Management: Part 4
• The key SACM process activities, tools, models and deliverables for executing each of these activities - continued
• The considerations for retaining CMS back-up and historical data for business purposes
• How the SACM process can be effectively measured, and examples of metrics and their application
• Typical SACM activities performed on a daily basis by Service Operation
Module 11: Service Validation and Testing: Part 1
• The purpose, goal and objectives of the SVT process
• The scope of the SVT process
• How policies can drive and support the execution of the SVT process, and practical examples of such policies
• Various test models, their objectives and test conditions and examples of validation conditions
• Exercise: Test Models
Module 12: Service Validation and Testing: Part 2
• Various validation and testing perspectives, their purposes and the stakeholder groups’ requirements to be addressed
• The use of test levels and test models to help with building quality service deliverables during the early stage of the service development lifecycle
Module 13: Service Validation and Testing: Part 3
• The key activities of the SVT process, the underlying method and techniques in performing each step
Module 14: Service Validation and Testing: Part 4
• The SVT process triggers, inputs, outputs and interfaces with other processes
• The practices of maintaining test data and test environments in respect of changing test requirements
• How the SVT processes can be measured in terms of business value contribution and internal efficiency, and examples of metrics
• Exercise: SVT KPIs
Module 15: Release and Deployment Management: Part 1
• The purpose, goal, objectives and scope of the RDM process
• The RDM process triggers, inputs, outputs and interfaces with other processes
Module 16: Release and Deployment Management: Part 2
• The concept of a Release Unit, Release design options and considerations
Module 17: Release and Deployment Management: Part 3
• The concept of a Release Unit, Release design options and considerations continued
• The overall approach for RDM planning. Planning considerations such as pass/fail criteria. Release build and test, pilots, deployment, logistics, delivery and financial considerations
• Exercise: Defining levels of configuration for building and testing
Module 18: Release and Deployment Management: Part 4
• The overall approach for RDM planning. Planning considerations such as pass/fail criteria. Release build and test, pilots, deployment, logistics, delivery and financial considerations - continued
• The approach for developing a detailed plan for deployment
• Exercise: Deployment Planning
Module 19: Release and Deployment Management: Part 5
• The key steps for performing the actual transfer, deployment and retirement, verifying deployment and providing Early Life Support
• How information pertaining to service deployment should be recorded and maintained
• The challenges, risks and critical success factors pertaining to RDM
Module 20: Request Fulfillment
• The purpose and scope of Request
• How Request Fulfilment may help to establish a self- help service practice within an organization. Examples of service requests that can be offered as standard services on the menu
• The difference between Request Fulfilment and Incident Management
• The relationship between Request Fulfilment and Release and Deployment Management, and how they interact with Service Asset and Configuration Management to handle pre-defined releases
• Challenges, risk and critical success factors pertaining to Request Fulfilment
• Exercise: Request Model
Module 21: Change Evaluation Part 1
I• The purpose, goal, objectives and scope of the Evaluation process
• Evaluation process terminology and typical evaluation workflow
• The intended and unintended effect of a Change
• Exercise: Key Evaluation Terms
Module 22: Change Evaluation Part 2
• Factors for evaluating the effectiveness of a service design and Changes
• The evaluation of predicted service performance and actual performance and of risk management. How this can impact the course of actions for the overall service design / change evaluation
• Challenges pertaining to Evaluation
Module 23: Knowledge Management: Part 1
• The purpose, goal, objectives and scope of the KM process
• The business value of the KM process, in the context of service transition, and the benefits of deploying a Service Knowledge Management System using real-life examples
Module 24: Knowledge Management: Part 2
• The basic layers of the KM concept using the DIKW structure. Relationships between the layers
• What constitutes an effective KM strategy, and practical techniques for enabling knowledge transfer
• Effective data and information management for successful Knowledge Management
• Exercise: Knowledge Management
Module 25: Knowledge Management: Part 3
• Effective data and information management for successful Knowledge Management continued
• The stakeholder groups within the IT service management organization whose support is needed for effective knowledge management. Why their commitment and support are critical
• Various perspectives in measuring the value contribution of KM, and practical metrics for each of these perspectives
• The relationship between Continual Service Improvement and Knowledge Management
Module 26: Roles and Responsibilities: Part 1
• The key roles / functions responsible for executing each process step as related to Change Management
Module 27: Roles and Responsibilities: Part 2
• Owner Roles and Responsibilities
• Manager Roles and Responsibilities
• Other Roles and Responsibilities
Module 28: Technology and Implementation Considerations: Part 1
• The generic requirements for ITSM technology for implementing processes
• Evaluation criteria for technology and tools for process implementation
• Managing change in operations
• Service operation and project management
• Assessing and managing risk in service operation
• Operational staff in Service Design and Transition
Module 29: Technology and Implementation Considerations: Part 2
• How to plan and implement Service Management technologies
• The technology considerations for implementing the following processes and activities:
• Collaboration for process execution
• Configuration Management
• Knowledge Management
Module 30: Technology and Implementation Considerations: Part 3
• The technology considerations for implementing the Deming Cycle concept to perform self-monitoring and self-improving for all processes on a continual basis
Module 31: Exam Preparation: Part 1
• About the exam
• Exam documentation
Module 32: Exam Preparation: Part 2
• Analysing scenarios
• Studying sample questions
• Mock exam paper
• Taking your exam
Certification
To be eligible for the examination leading to the ITIL® Release, Control and Validation Certificate, the candidate must fulfil the following requirements:
• Undertake at least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organisation (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
• 2 to 4 years professional experience working in IT service management is highly desirable
• Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)
• It is also recommended that candidates should complete a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL® Service Transition and ITIL® Service Operation core guidance in preparation for the examination, specifically Chapter 2:Service management as a practice.
The ITIL® Release, Control and Validation Exam is an 8 question multiple choice scenario-based exam and you may take up to 90 minutes to complete it. Each question will have four possible answer options, one of which is worth five marks, one which is worth three marks, one which is worth one mark, and one which is a distracter and achieves no marks.
A passing mark is 70% or higher. When you pass your exam you will receive 4 credits toward your ITIL® Expert certification. This course also qualifies for 9 PDU credits.
Tracking Credits
The ITIL Qualification Scheme introduces a modular credit system for each of the ITIL qualifications. All modules are given a credit value, and candidates meeting the requisite entry criteria and accumulating the required number of credits (22) can apply for ITIL Expert level of qualification. Click here and select the Certification button to learn more about the Qualification Scheme. Qualifications from earlier ITIL versions are also recognized within the system, together with qualifications endorsed as complementary to the core ITIL portfolio.
Need Help Tracking Your Credits?
APMG International offers an “ITIL Credit Profiler” to advise ITIL candidates of the total credit value they have attained within the scheme and to provide general guidance on potential routes for further study based on candidate educational or qualification objectives. Click here to access the ITIL Credit Profiler.
EXAM LOCATION
EXIN offers all GogoTraining students a 10% discount on all online proctored exam for this course. You can register online, receive your 10% discount and take your exam any day or night that works for you. To purchase your exam, click here.
APMG: To take your exam with APMG send your course completion certificate along with full contact information (name, phone, email, postal address) to examinations@apmg-us.com. APMG will work with you to schedule your exam. APMG offers web cam proctored exams and exams in local testing centers. Contact APMG at us-operations@apmg-international.com to arrange for your exam.
PeopleCert: PeopleCert offers online proctored exams for all ITIL courses. You can register online and within a few hours you can be taking your exam. For more details, download the Candidate Web Registration. To purchase your exam voucher go to https://webcandidate.peoplecert.org.