ITIL® Release, Control, and Validation Capability Course (RCV) – Outline

Outline detalhado do curso

INTRODUCTIONS

  • Unique Nature of the Course
  • Course Learning Objectives
  • Course Agenda
  • Concept of Service
  • Concept of Service Management
  • Function, Process, and Role
  • Specific Roles in the Process
  • Sole of RCV in the Service Lifecycle

UNIT 1: CHANGE MANAGEMENT

  • Purpose, Goals, and Objective
  • Scope of The Process
  • Business Value of the Process
  • Policies, Principles, and Basic Concepts
  • Main Activities, Methods, and Techniques of the Process and its Relationship with RCV
  • Triggers, Inputs, Outputs, and Interfaces with Other Processes
  • Process Measurement
  • Roles and Responsibilities of the Process
  • Service Operation Activities in the Process
  • Relationship Between CSI and Organizational Change
  • Sample Test Question

UNIT 2: SERVICE ASSET AND CONFIGURATION MANAGEMENT

  • Purpose, Goals, and Objective
  • Scope of the Process
  • Business Value of the Process
  • Policies, Principles, and Basic Concepts
  • Main Activities, Methods, and Techniques of the Process and Its Relationship with RCV
  • Triggers and Interfaces with Other Processes
  • Information Management
  • Process Measurement
  • Roles and Responsibilities in the Process
  • Group/Individual Exercise
  • Sample Test Question

UNIT 3: RELEASE AND DEPLOYMENT MANAGEMENT

  • Purpose, Goal, and Objectives
  • Scope of the Process
  • Business Value of the Process
  • Release Unit and Release Design Options and Considerations
  • Release and Deployment Planning Approach
  • Triggers, Inputs, Outputs, and Interfaces with Other Processes
  • Recording and Maintaining Service Deployment information
  • Process Measurement
  • Roles and Responsibilities
  • Challenges, Risks, and Critical Success Factors
  • Group/Individual Exercise
  • Sample Test Questions

UNIT 4: SERVICE VALIDATION AND TESTING

  • Purpose, Goal, and Objectives
  • Scope of the Process and Value to Business
  • Policies, Principles, and Basic Concepts
  • Test Models, Test Levels, Validation, and Testing Perspectives
  • Main Activities, Methods, Techniques, and How the Process Relates To RCV
  • Triggers, Inputs, Outputs, and Interfaces with Other Processes
  • Test Data and Test Environments
  • Process Measurement
  • Roles and Responsibilities
  • Group/Individual Exercise
  • Sample Test Question

UNIT 5: REQUEST FULFILMENT

  • Purpose, Objectives, and Scope
  • Establishing a Self-Help Service Practice
  • Request Fulfilment and Other Service Operation Processes
  • Challenges, Risks, and CSFs
  • Roles and Responsibilities
  • Group/Individual Exercise

UNIT 6: SERVICE EVALUATION

  • Purpose, Goals, Objectives, and Scope
  • Service Evaluation Process Activities and Terminology
  • Effects of Changes and Evaluation of Their Effectiveness
  • Risk Management and Mitigation
  • Service Evaluation Challenges
  • Role and Responsibilities
  • Group/Individual Exercise
  • Sample Test Question

UNIT 7: KNOWLEDGE MANAGEMENT

  • Purpose, Goal, Objectives, and Scope
  • Business Value of the Process
  • Basics of the Knowledge Management Concept and an Effective Knowledge Management Strategy
  • Data and Information Management
  • Importance of Stakeholder Groups Within the IT Service Management Organization
  • Process Measurement
  • Relationship Between CSI and Knowledge Management
  • Role and Responsibilities
  • Group/Individual Exercise
  • Sample Test Question

UNIT 8: TECHNOLOGY AND IMPLEMENTATION MANAGEMENT

  • Generic Requirements for Technology
  • Evaluation Criteria for Technology and Tooling
  • Good Practices for Implementation
  • Challenges, CSFs, and Risks
  • Planning and Implementing Service Management Technologies
  • Technology Considerations
  • Use of the Deming Cycle in RCV Processes
  • Group/Individual Exercise
  • Sample Test Question

UNIT 9: EXAM PREPARATION GUIDE

  • Overview
  • Mock Exam 1
  • Mock Exam 2