• This course has been retired. Users who have purchased the course will still have access to it, however it is no longer available for purchase.

Learn About ITIL® V3 Release, Control and Validation

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Video Title
Length
Meet Your Instructor Dr. Suzanne Van Hove
4 min
00: Course Introduction: ITIL® 2011: Release, Control & Validation
10 min
02: Service Management as a Practice: Core Concepts
26 min
03: Service Management as a Practice: Purpose, Objectives & Scope
21 min
04: Service Management as a Practice Part: Activities, Strategy & Planning
15 min
05: Service Asset & Configuration Management (SACM): Purpose, Objectives & Scope
28 min
06: Service Asset & Configuration Management: Activities
25 min
07: Service Asset & Configuration Management: Roles, Triggers, Metrics & Challenges
19 min
08: Change Management (ChM) Overview
21 min
09: Change Management Basic Concepts
20 min
10: Change Management Activities
24 min
11: Change Management: Roles, Triggers, Metrics & Challenges
26 min
12: Request Fulfillment Overview
21 min
13: Request Fulfillment: Roles, Triggers, Metrics & Challenges
24 min
14: Release and Deployment Management Overview
26 min
15: Release and Deployment Management Activities
21 min
16: Release and Deployment Management: Release & Test
15 min
17: Release and Deployment Management: Deployment
18 min
18: Release and Deployment Management: Review & Close
12 min
19: Release and Deployment Management: Roles, Triggers, Metrics & Challenges
27 min
20: Service Validation and Testing Overview
21 min
21: Service Validation and Testing: Validation & Activities
13 min
22: Service Validation and Testing: Roles, Triggers, Metrics & Challenges
25 min
23: Change Evaluation Overview
24 min
24: Change Evaluation: Roles, Triggers, Metrics & Challenges
16 min
25: Knowledge Management Basic Concepts
25 min
26: Knowledge Management: Roles, Triggers, Metrics & Challenges
19 min
27: Service Management Technology: Tools & Automation
20 min
Total:
9 hrs 26 mins
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Meet Your Instructor

Dr. Suzanne Van Hove

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.

 

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Course Transcript

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Course Description

In this ITIL Release, Control & Validation course you will be guided through the material by expert instructor Dr. Suzanne Van Hove. Dr. Van Hove 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.

When PeopleCert offered this exam in English, this course received PeopleCert Accredidation.  However, PeopleCert no longer offers this exam in English and therefore GogoTraining no longer pays PeopleCert to list this course as an accredited course.  If you are looking to understand ITIL V3 Release, Control & Validation, then this course is a great place to start.

In This Course You Will Learn:

  • 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

Knowledge of ITIL® Foundations is highly recommended prior to learning about Release, Control & Validation. It is 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: 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 

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