itil® capability: release, control & validation

RCV www.globalknowledge.com/en-pl/ [email protected] Head Office +44 (0) 118 912 1819

ITIL® Capability: Release, Control & Validation

Duration: 5 Days Course Code: RCV

Overview:

The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus. The purpose of thistraining module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices inservice management as documented in the ITIL Service Lifecycle core publications.

Target Audience:

This course is primarily for IT Managers and Practitioners involved in the strategy, design, implementation and ongoing support and deliveryof business IT services and those interfacing with information systems who require an insight into Service Management best practice. This mayinclude: IT professionals, Business managers, Business process owners, Individuals who require a deep understanding of the ITIL Certificate inthe Release, Control and Validation processes and of how it may be used to enhance the quality of IT service support within an organization, ITprofessionals that are working within an organization that has adopted and adapted ITIL, and who need to be informed about, and thereaftercontribute to, an ongoing service improvement programme, Operational staff involved in change management, release and deploymentmanagement, service validation and testing, service asset and configuration management, request fulfilment, change evaluation andknowledge management, and who wish to enhance their role-based capabilities, Individuals who have attained the ITIL Foundation Certificatein IT Service Management and wish to advance to higher level ITIL certifications, Individuals seeking the ITIL Expert Certificate in IT ServiceManagement for which this qualification can be one of the prerequisite modules, Individuals seeking progress toward the ITIL Master Certificatein IT Service Management for which the ITIL Expert is a prerequisite.

Objectives:

Change management

Request fulfilment

Service asset and configuration management

Change evaluation

Service validation and testing

Knowledge management

Release and deployment management

Prerequisites: Testing and Certification

Hold the ITIL Foundation Certificate in IT Service Management or The examination is a 90 minute paper with eight (8) multiple choice,earlier ITIL (V2) Foundation plus Foundation Bridge or ITIL Expert scenario-based, gradient-scored questions taken at the end of theCertificate in IT Service Management (achieved via Service course. The pass mark is 28/40. The exam to be chargedManager or Practitioner bridging routes). separately.

Please note you must bring a copy of your ITIL Foundation examcertificate, this is required in order for you to take the exam associatedwith this course.


Follow-on-Courses:

The following courses are recommended for further study:

ITIL Complementary Courses - Analyst SeriesITIL® v3 Lifecycle CoursesITIL® v3 Capability Courses


Content:

Introduction to release, control and validation(RCV) line lineline The purpose, objectives and scope of The purpose, objectives and scope of

service transition lifecycle phase service transition lifecycle phaseThe RCV processes in relation to service The RCV processes in relation to servicetransition transitionActivities related to overall transition Activities related to overall transition

line planning and ongoing support planning and ongoing supportThe purpose, objectives and scope of The end-to-end process flow for change The end-to-end process flow for changeservice transition lifecycle phase management, including its policies, management, including its policies, designThe RCV processes in relation to service design strategy, concepts, activities, and strategy, concepts, activities, andtransition interfaces with other processes interfaces with other processesActivities related to overall transition A measurement model and the metrics A measurement model and the metricsplanning and ongoing support that would be used to support change that would be used to support changeThe end-to-end process flow for change management within RCV practices management within RCV practicesmanagement, including its policies, design The benefits and business value that can The benefits and business value that canstrategy, concepts, activities, and interfaces be gained from change management and be gained from change management andwith other processes the challenges and risks to be managed the challenges and risks to be managedA measurement model and the metrics that The end-to-end process flow for service The end-to-end process flow for servicewould be used to support change asset and configuration management, asset and configuration management,management within RCV practices including its policies, design strategy, including its policies, design strategy,The benefits and business value that can be concepts, activities and interfaces with concepts, activities and interfaces withgained from change management and the other processes other processeschallenges and risks to be managed A measurement model and the metrics A measurement model and the metricsThe end-to-end process flow for service that would be used to support service that would be used to support serviceasset and configuration management, asset and configuration management asset and configuration managementincluding its policies, design strategy, within RCV practices within RCV practicesconcepts, activities and interfaces with other The benefits and business value that can The benefits and business value that canprocesses be gained from service asset and be gained from service asset andA measurement model and the metrics that configuration management and the configuration management and thewould be used to support service asset and challenges and risks to be managed challenges and risks to be managedconfiguration management within RCV The end-to-end process flow for the SVT The end-to-end process flow for the SVTpractices process, including its policies, concepts, process, including its policies, concepts,The benefits and business value that can be activities and interfaces with other activities and interfaces with othergained from service asset and configuration processes processesmanagement and the challenges and risks Test modelling techniques and testing Test modelling techniques and testingto be managed concepts (for example, stakeholder concepts (for example, stakeholderThe end-to-end process flow for the SVT requirements, test conditions, requirements, test conditions,process, including its policies, concepts, environments, data) and how these test environments, data) and how these testactivities and interfaces with other components are used to ensure service components are used to ensure serviceprocesses quality qualityTest modelling techniques and testing A measurement model and the metrics A measurement model and the metricsconcepts (for example, stakeholder that would be used to support service that would be used to support servicerequirements, test conditions, environments, validation and testing within RCV validation and testing within RCV practicesdata) and how these test components are practices The benefits and business value that canused to ensure service quality The benefits and business value that can be gained from SVT and the challengesA measurement model and the metrics that be gained from SVT and the challenges and risks to be managedwould be used to support service validation and risks to be managed The end-to-end process flow for releaseand testing within RCV practices The end-to-end process flow for release and deployment management, including itsThe benefits and business value that can be and deployment management, including policies, concepts, phases, activities andgained from SVT and the challenges and its policies, concepts, phases, activities interfaces with other processesrisks to be managed and interfaces with other processes Release and deployment models andThe end-to-end process flow for release and Release and deployment models and related activities (for example, design,deployment management, including its related activities (for example, design, planning, build, pilots, test, transfer,policies, concepts, phases, activities and planning, build, pilots, test, transfer, deployment, retirement). and how theseinterfaces with other processes deployment, retirement). and how these activities ensure service qualityRelease and deployment models and related activities ensure service quality A measurement model and the metricsactivities (for example, design, planning, A measurement model and the metrics that would be used to support release andbuild, pilots, test, transfer, deployment, that would be used to support release deployment management within RCVretirement). and how these activities ensure and deployment management within RCV practicesservice quality practices The benefits and business value that canA measurement model and the metrics that The benefits and business value that can be gained from release and deploymentwould be used to support release and be gained from release and deployment managementdeployment management within RCV management The end-to-end process flow for request


practices The end-to-end process flow for request fulfilment, including its policies, concepts,The benefits and business value that can be fulfilment, including its policies, concepts, activities, and interfaces with othergained from release and deployment activities, and interfaces with other processes (for example, RDM, SACM andmanagement processes (for example, RDM, SACM change management)The end-to-end process flow for request and change management) Request fulfilment models and relatedfulfilment, including its policies, concepts, Request fulfilment models and related activities (for example, effectiveness ofactivities, and interfaces with other activities (for example, effectiveness of designs, changes, performance) and howprocesses (for example, RDM, SACM and designs, changes, performance) and how these activities help to ensure qualitychange management) these activities help to ensure quality service within RCVRequest fulfilment models and related service within RCV A measurement model and the metricsactivities (for example, effectiveness of A measurement model and the metrics that would be used to support requestdesigns, changes, performance) and how that would be used to support request fulfilment within RCV practicesthese activities help to ensure quality service fulfilment within RCV practices The benefits and business value that canwithin RCV The benefits and business value that can be gained from request fulfilment and theA measurement model and the metrics that be gained from request fulfilment and the challenges and risks to be managedwould be used to support request fulfilment challenges and risks to be managed The end-to-end process flow for changewithin RCV practices The end-to-end process flow for change evaluation, including its policies, concepts,The benefits and business value that can be evaluation, including its policies, activities, interfaces with other processesgained from request fulfilment and the concepts, activities, interfaces with other Perspectives and considerations forchallenges and risks to be managed processes evaluating the effectiveness of a serviceThe end-to-end process flow for change Perspectives and considerations for changeevaluation, including its policies, concepts, evaluating the effectiveness of a service A measurement model and the metricsactivities, interfaces with other processes change that would be used to support changePerspectives and considerations for A measurement model and the metrics evaluation within RCV practicesevaluating the effectiveness of a service that would be used to support change The benefits and business value that canchange evaluation within RCV practices be gained from change evaluation and theA measurement model and the metrics that The benefits and business value that can challenges and risks to be managedwould be used to support change evaluation be gained from change evaluation and The end-to-end process flow forwithin RCV practices the challenges and risks to be managed knowledge management, including itsThe benefits and business value that can be The end-to-end process flow for policies, concepts, activities and interfacesgained from change evaluation and the knowledge management, including its with other processes (for example CSIchallenges and risks to be managed policies, concepts, activities and processes)The end-to-end process flow for knowledge interfaces with other processes (for Related concepts (for example,management, including its policies, example CSI processes) data-information-knowledge-wisdomconcepts, activities and interfaces with other Related concepts (for example, (DIKW)) and how these activities help toprocesses (for example CSI processes) data-information-knowledge-wisdom ensure knowledge transfer and improvedRelated concepts (for example, (DIKW)) and how these activities help to decision-makingdata-information-knowledge-wisdom ensure knowledge transfer and improved The benefits and business value that can(DIKW)) and how these activities help to decision-making be gained from knowledge managementensure knowledge transfer and improved The benefits and business value that can and the challenges and risks to bedecision-making be gained from knowledge management managedThe benefits and business value that can be and the challenges and risks to be Generic roles that support servicegained from knowledge management and managed transition and the RCV processesthe challenges and risks to be managed Generic roles that support service The roles and responsibilities related toGeneric roles that support service transition transition and the RCV processes transition planning and support, changeand the RCV processes The roles and responsibilities related to management, service asset andThe roles and responsibilities related to transition planning and support, change configuration management, servicetransition planning and support, change management, service asset and validation and testing, release andmanagement, service asset and configuration management, service deployment management, requestconfiguration management, service validation and testing, release and fulfilment, chvalidation and testing, release and deployment management, request The technology requirements for servicedeployment management, request fulfilment, fulfilment, ch management tools, where and how thesech The technology requirements for service would be used within RCV (for example,The technology requirements for service management tools, where and how these knowledge management and service assetmanagement tools, where and how these would be used within RCV (for example, and configuration management)would be used within RCV (for example, knowledge management and service The need and benefits of tools that supportknowledge management and service asset asset and configuration management) service transition as related to RCVand configuration management) The need and benefits of tools that Implementing RCV processes in theThe need and benefits of tools that support support service transition as related to context of planning and managing change,service transition as related to RCV RCV service operation, project management,Implementing RCV processes in the context Implementing RCV processes in the risk management, and staffof planning and managing change, service context of planning and managing considerations.operation, project management, risk change, service operation, projectmanagement, and staff considerations. management, risk management, and

staff considerations. lineThe purpose, objectives and scope of


line service transition lifecycle phaseThe purpose, objectives and scope of line The RCV processes in relation to serviceservice transition lifecycle phase The purpose, objectives and scope of transitionThe RCV processes in relation to service service transition lifecycle phase Activities related to overall transitiontransition The RCV processes in relation to service planning and ongoing supportActivities related to overall transition transition The end-to-end process flow for changeplanning and ongoing support Activities related to overall transition management, including its policies, designThe end-to-end process flow for change planning and ongoing support strategy, concepts, activities, andmanagement, including its policies, design The end-to-end process flow for change interfaces with other processesstrategy, concepts, activities, and interfaces management, including its policies, A measurement model and the metricswith other processes design strategy, concepts, activities, and that would be used to support changeA measurement model and the metrics that interfaces with other processes management within RCV practiceswould be used to support change A measurement model and the metrics The benefits and business value that canmanagement within RCV practices that would be used to support change be gained from change management andThe benefits and business value that can be management within RCV practices the challenges and risks to be managedgained from change management and the The benefits and business value that can The end-to-end process flow for servicechallenges and risks to be managed be gained from change management and asset and configuration management,The end-to-end process flow for service the challenges and risks to be managed including its policies, design strategy,asset and configuration management, The end-to-end process flow for service concepts, activities and interfaces withincluding its policies, design strategy, asset and configuration management, other processesconcepts, activities and interfaces with other including its policies, design strategy, A measurement model and the metricsprocesses concepts, activities and interfaces with that would be used to support serviceA measurement model and the metrics that other processes asset and configuration managementwould be used to support service asset and A measurement model and the metrics within RCV practicesconfiguration management within RCV that would be used to support service The benefits and business value that canpractices asset and configuration management be gained from service asset andThe benefits and business value that can be within RCV practices configuration management and thegained from service asset and configuration The benefits and business value that can challenges and risks to be managedmanagement and the challenges and risks be gained from service asset and The end-to-end process flow for the SVTto be managed configuration management and the process, including its policies, concepts,The end-to-end process flow for the SVT challenges and risks to be managed activities and interfaces with otherprocess, including its policies, concepts, The end-to-end process flow for the SVT processesactivities and interfaces with other process, including its policies, concepts, Test modelling techniques and testingprocesses activities and interfaces with other concepts (for example, stakeholderTest modelling techniques and testing processes requirements, test conditions,concepts (for example, stakeholder Test modelling techniques and testing environments, data) and how these testrequirements, test conditions, environments, concepts (for example, stakeholder components are used to ensure servicedata) and how these test components are requirements, test conditions, qualityused to ensure service quality environments, data) and how these test A measurement model and the metricsA measurement model and the metrics that components are used to ensure service that would be used to support servicewould be used to support service validation quality validation and testing within RCV practicesand testing within RCV practices A measurement model and the metrics The benefits and business value that canThe benefits and business value that can be that would be used to support service be gained from SVT and the challengesgained from SVT and the challenges and validation and testing within RCV and risks to be managedrisks to be managed practices The end-to-end process flow for releaseThe end-to-end process flow for release and The benefits and business value that can and deployment management, including itsdeployment management, including its be gained from SVT and the challenges policies, concepts, phases, activities andpolicies, concepts, phases, activities and and risks to be managed interfaces with other processesinterfaces with other processes The end-to-end process flow for release Release and deployment models andRelease and deployment models and related and deployment management, including related activities (for example, design,activities (for example, design, planning, its policies, concepts, phases, activities planning, build, pilots, test, transfer,build, pilots, test, transfer, deployment, and interfaces with other processes deployment, retirement). and how theseretirement). and how these activities ensure Release and deployment models and activities ensure service qualityservice quality related activities (for example, design, A measurement model and the metricsA measurement model and the metrics that planning, build, pilots, test, transfer, that would be used to support release andwould be used to support release and deployment, retirement). and how these deployment management within RCVdeployment management within RCV activities ensure service quality practicespractices A measurement model and the metrics The benefits and business value that canThe benefits and business value that can be that would be used to support release be gained from release and deploymentgained from release and deployment and deployment management within RCV managementmanagement practices The end-to-end process flow for requestThe end-to-end process flow for request The benefits and business value that can fulfilment, including its policies, concepts,fulfilment, including its policies, concepts, be gained from release and deployment activities, and interfaces with otheractivities, and interfaces with other management processes (for example, RDM, SACM andprocesses (for example, RDM, SACM and The end-to-end process flow for request change management)change management) fulfilment, including its policies, concepts, Request fulfilment models and related


Request fulfilment models and related activities, and interfaces with other activities (for example, effectiveness ofactivities (for example, effectiveness of processes (for example, RDM, SACM designs, changes, performance) and howdesigns, changes, performance) and how and change management) these activities help to ensure qualitythese activities help to ensure quality service Request fulfilment models and related service within RCVwithin RCV activities (for example, effectiveness of A measurement model and the metricsA measurement model and the metrics that designs, changes, performance) and how that would be used to support requestwould be used to support request fulfilment these activities help to ensure quality fulfilment within RCV practiceswithin RCV practices service within RCV The benefits and business value that canThe benefits and business value that can be A measurement model and the metrics be gained from request fulfilment and thegained from request fulfilment and the that would be used to support request challenges and risks to be managedchallenges and risks to be managed fulfilment within RCV practices The end-to-end process flow for changeThe end-to-end process flow for change The benefits and business value that can evaluation, including its policies, concepts,evaluation, including its policies, concepts, be gained from request fulfilment and the activities, interfaces with other processesactivities, interfaces with other processes challenges and risks to be managed Perspectives and considerations forPerspectives and considerations for The end-to-end process flow for change evaluating the effectiveness of a serviceevaluating the effectiveness of a service evaluation, including its policies, changechange concepts, activities, interfaces with other A measurement model and the metricsA measurement model and the metrics that processes that would be used to support changewould be used to support change evaluation Perspectives and considerations for evaluation within RCV practiceswithin RCV practices evaluating the effectiveness of a service The benefits and business value that canThe benefits and business value that can be change be gained from change evaluation and thegained from change evaluation and the A measurement model and the metrics challenges and risks to be managedchallenges and risks to be managed that would be used to support change The end-to-end process flow forThe end-to-end process flow for knowledge evaluation within RCV practices knowledge management, including itsmanagement, including its policies, The benefits and business value that can policies, concepts, activities and interfacesconcepts, activities and interfaces with other be gained from change evaluation and with other processes (for example CSIprocesses (for example CSI processes) the challenges and risks to be managed processes)Related concepts (for example, The end-to-end process flow for Related concepts (for example,data-information-knowledge-wisdom knowledge management, including its data-information-knowledge-wisdom(DIKW)) and how these activities help to policies, concepts, activities and (DIKW)) and how these activities help toensure knowledge transfer and improved interfaces with other processes (for ensure knowledge transfer and improveddecision-making example CSI processes) decision-makingThe benefits and business value that can be Related concepts (for example, The benefits and business value that cangained from knowledge management and data-information-knowledge-wisdom be gained from knowledge managementthe challenges and risks to be managed (DIKW)) and how these activities help to and the challenges and risks to beGeneric roles that support service transition ensure knowledge transfer and improved managedand the RCV processes decision-making Generic roles that support serviceThe roles and responsibilities related to The benefits and business value that can transition and the RCV processestransition planning and support, change be gained from knowledge management The roles and responsibilities related tomanagement, service asset and and the challenges and risks to be transition planning and support, changeconfiguration management, service managed management, service asset andvalidation and testing, release and Generic roles that support service configuration management, servicedeployment management, request fulfilment, transition and the RCV processes validation and testing, release andch The roles and responsibilities related to deployment management, requestThe technology requirements for service transition planning and support, change fulfilment, chmanagement tools, where and how these management, service asset and The technology requirements for servicewould be used within RCV (for example, configuration management, service management tools, where and how theseknowledge management and service asset validation and testing, release and would be used within RCV (for example,and configuration management) deployment management, request knowledge management and service assetThe need and benefits of tools that support fulfilment, ch and configuration management)service transition as related to RCV The technology requirements for service The need and benefits of tools that supportImplementing RCV processes in the context management tools, where and how these service transition as related to RCVof planning and managing change, service would be used within RCV (for example, Implementing RCV processes in theoperation, project management, risk knowledge management and service context of planning and managing change,management, and staff considerations. asset and configuration management) service operation, project management,

The need and benefits of tools that risk management, and staffsupport service transition as related to considerations.

line RCVThe purpose, objectives and scope of Implementing RCV processes in theservice transition lifecycle phase context of planning and managing lineThe RCV processes in relation to service change, service operation, project The purpose, objectives and scope oftransition management, risk management, and service transition lifecycle phaseActivities related to overall transition staff considerations. The RCV processes in relation to serviceplanning and ongoing support transitionThe end-to-end process flow for change Activities related to overall transitionmanagement, including its policies, design line planning and ongoing support


strategy, concepts, activities, and interfaces The purpose, objectives and scope of The end-to-end process flow for changewith other processes service transition lifecycle phase management, including its policies, designA measurement model and the metrics that The RCV processes in relation to service strategy, concepts, activities, andwould be used to support change transition interfaces with other processesmanagement within RCV practices Activities related to overall transition A measurement model and the metricsThe benefits and business value that can be planning and ongoing support that would be used to support changegained from change management and the The end-to-end process flow for change management within RCV practiceschallenges and risks to be managed management, including its policies, The benefits and business value that canThe end-to-end process flow for service design strategy, concepts, activities, and be gained from change management andasset and configuration management, interfaces with other processes the challenges and risks to be managedincluding its policies, design strategy, A measurement model and the metrics The end-to-end process flow for serviceconcepts, activities and interfaces with other that would be used to support change asset and configuration management,processes management within RCV practices including its policies, design strategy,A measurement model and the metrics that The benefits and business value that can concepts, activities and interfaces withwould be used to support service asset and be gained from change management and other processesconfiguration management within RCV the challenges and risks to be managed A measurement model and the metricspractices The end-to-end process flow for service that would be used to support serviceThe benefits and business value that can be asset and configuration management, asset and configuration managementgained from service asset and configuration including its policies, design strategy, within RCV practicesmanagement and the challenges and risks concepts, activities and interfaces with The benefits and business value that canto be managed other processes be gained from service asset andThe end-to-end process flow for the SVT A measurement model and the metrics configuration management and theprocess, including its policies, concepts, that would be used to support service challenges and risks to be managedactivities and interfaces with other asset and configuration management The end-to-end process flow for the SVTprocesses within RCV practices process, including its policies, concepts,Test modelling techniques and testing The benefits and business value that can activities and interfaces with otherconcepts (for example, stakeholder be gained from service asset and processesrequirements, test conditions, environments, configuration management and the Test modelling techniques and testingdata) and how these test components are challenges and risks to be managed concepts (for example, stakeholderused to ensure service quality The end-to-end process flow for the SVT requirements, test conditions,A measurement model and the metrics that process, including its policies, concepts, environments, data) and how these testwould be used to support service validation activities and interfaces with other components are used to ensure serviceand testing within RCV practices processes qualityThe benefits and business value that can be Test modelling techniques and testing A measurement model and the metricsgained from SVT and the challenges and concepts (for example, stakeholder that would be used to support servicerisks to be managed requirements, test conditions, validation and testing within RCV practicesThe end-to-end process flow for release and environments, data) and how these test The benefits and business value that candeployment management, including its components are used to ensure service be gained from SVT and the challengespolicies, concepts, phases, activities and quality and risks to be managedinterfaces with other processes A measurement model and the metrics The end-to-end process flow for releaseRelease and deployment models and related that would be used to support service and deployment management, including itsactivities (for example, design, planning, validation and testing within RCV policies, concepts, phases, activities andbuild, pilots, test, transfer, deployment, practices interfaces with other processesretirement). and how these activities ensure The benefits and business value that can Release and deployment models andservice quality be gained from SVT and the challenges related activities (for example, design,A measurement model and the metrics that and risks to be managed planning, build, pilots, test, transfer,would be used to support release and The end-to-end process flow for release deployment, retirement). and how thesedeployment management within RCV and deployment management, including activities ensure service qualitypractices its policies, concepts, phases, activities A measurement model and the metricsThe benefits and business value that can be and interfaces with other processes that would be used to support release andgained from release and deployment Release and deployment models and deployment management within RCVmanagement related activities (for example, design, practicesThe end-to-end process flow for request planning, build, pilots, test, transfer, The benefits and business value that canfulfilment, including its policies, concepts, deployment, retirement). and how these be gained from release and deploymentactivities, and interfaces with other activities ensure service quality managementprocesses (for example, RDM, SACM and A measurement model and the metrics The end-to-end process flow for requestchange management) that would be used to support release fulfilment, including its policies, concepts,Request fulfilment models and related and deployment management within RCV activities, and interfaces with otheractivities (for example, effectiveness of practices processes (for example, RDM, SACM anddesigns, changes, performance) and how The benefits and business value that can change management)these activities help to ensure quality service be gained from release and deployment Request fulfilment models and relatedwithin RCV management activities (for example, effectiveness ofA measurement model and the metrics that The end-to-end process flow for request designs, changes, performance) and howwould be used to support request fulfilment fulfilment, including its policies, concepts, these activities help to ensure qualitywithin RCV practices activities, and interfaces with other service within RCVThe benefits and business value that can be processes (for example, RDM, SACM A measurement model and the metrics


gained from request fulfilment and the and change management) that would be used to support requestchallenges and risks to be managed Request fulfilment models and related fulfilment within RCV practicesThe end-to-end process flow for change activities (for example, effectiveness of The benefits and business value that canevaluation, including its policies, concepts, designs, changes, performance) and how be gained from request fulfilment and theactivities, interfaces with other processes these activities help to ensure quality challenges and risks to be managedPerspectives and considerations for service within RCV The end-to-end process flow for changeevaluating the effectiveness of a service A measurement model and the metrics evaluation, including its policies, concepts,change that would be used to support request activities, interfaces with other processesA measurement model and the metrics that fulfilment within RCV practices Perspectives and considerations forwould be used to support change evaluation The benefits and business value that can evaluating the effectiveness of a servicewithin RCV practices be gained from request fulfilment and the changeThe benefits and business value that can be challenges and risks to be managed A measurement model and the metricsgained from change evaluation and the The end-to-end process flow for change that would be used to support changechallenges and risks to be managed evaluation, including its policies, evaluation within RCV practicesThe end-to-end process flow for knowledge concepts, activities, interfaces with other The benefits and business value that canmanagement, including its policies, processes be gained from change evaluation and theconcepts, activities and interfaces with other Perspectives and considerations for challenges and risks to be managedprocesses (for example CSI processes) evaluating the effectiveness of a service The end-to-end process flow forRelated concepts (for example, change knowledge management, including itsdata-information-knowledge-wisdom A measurement model and the metrics policies, concepts, activities and interfaces(DIKW)) and how these activities help to that would be used to support change with other processes (for example CSIensure knowledge transfer and improved evaluation within RCV practices processes)decision-making The benefits and business value that can Related concepts (for example,The benefits and business value that can be be gained from change evaluation and data-information-knowledge-wisdomgained from knowledge management and the challenges and risks to be managed (DIKW)) and how these activities help tothe challenges and risks to be managed The end-to-end process flow for ensure knowledge transfer and improvedGeneric roles that support service transition knowledge management, including its decision-makingand the RCV processes policies, concepts, activities and The benefits and business value that canThe roles and responsibilities related to interfaces with other processes (for be gained from knowledge managementtransition planning and support, change example CSI processes) and the challenges and risks to bemanagement, service asset and Related concepts (for example, managedconfiguration management, service data-information-knowledge-wisdom Generic roles that support servicevalidation and testing, release and (DIKW)) and how these activities help to transition and the RCV processesdeployment management, request fulfilment, ensure knowledge transfer and improved The roles and responsibilities related toch decision-making transition planning and support, changeThe technology requirements for service The benefits and business value that can management, service asset andmanagement tools, where and how these be gained from knowledge management configuration management, servicewould be used within RCV (for example, and the challenges and risks to be validation and testing, release andknowledge management and service asset managed deployment management, requestand configuration management) Generic roles that support service fulfilment, chThe need and benefits of tools that support transition and the RCV processes The technology requirements for serviceservice transition as related to RCV The roles and responsibilities related to management tools, where and how theseImplementing RCV processes in the context transition planning and support, change would be used within RCV (for example,of planning and managing change, service management, service asset and knowledge management and service assetoperation, project management, risk configuration management, service and configuration management)management, and staff considerations. validation and testing, release and The need and benefits of tools that support

deployment management, request service transition as related to RCVfulfilment, ch Implementing RCV processes in the

line The technology requirements for service context of planning and managing change,The purpose, objectives and scope of management tools, where and how these service operation, project management,service transition lifecycle phase would be used within RCV (for example, risk management, and staffThe RCV processes in relation to service knowledge management and service considerations.transition asset and configuration management)Activities related to overall transition The need and benefits of tools thatplanning and ongoing support support service transition as related to lineThe end-to-end process flow for change RCV The purpose, objectives and scope ofmanagement, including its policies, design Implementing RCV processes in the service transition lifecycle phasestrategy, concepts, activities, and interfaces context of planning and managing The RCV processes in relation to servicewith other processes change, service operation, project transitionA measurement model and the metrics that management, risk management, and Activities related to overall transitionwould be used to support change staff considerations. planning and ongoing supportmanagement within RCV practices The end-to-end process flow for changeThe benefits and business value that can be management, including its policies, designgained from change management and the line strategy, concepts, activities, andchallenges and risks to be managed The purpose, objectives and scope of interfaces with other processesThe end-to-end process flow for service service transition lifecycle phase A measurement model and the metrics


asset and configuration management, The RCV processes in relation to service that would be used to support changeincluding its policies, design strategy, transition management within RCV practicesconcepts, activities and interfaces with other Activities related to overall transition The benefits and business value that canprocesses planning and ongoing support be gained from change management andA measurement model and the metrics that The end-to-end process flow for change the challenges and risks to be managedwould be used to support service asset and management, including its policies, The end-to-end process flow for serviceconfiguration management within RCV design strategy, concepts, activities, and asset and configuration management,practices interfaces with other processes including its policies, design strategy,The benefits and business value that can be A measurement model and the metrics concepts, activities and interfaces withgained from service asset and configuration that 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be gained from request fulfilment and the The roles and responsibilities related tochallenges and risks to be managed transition planning and support, changeThe end-to-end process flow for change management, service asset andevaluation, including its policies, configuration management, serviceconcepts, activities, interfaces with other validation and testing, release andprocesses deployment management, requestPerspectives and considerations for fulfilment, chevaluating the effectiveness of a service The technology requirements for servicechange management tools, where and how theseA measurement model and the metrics would be used within RCV (for example,that would be used to support change knowledge management and service assetevaluation within RCV practices and configuration management)The benefits and business value that can The need and benefits of tools that supportbe gained from change evaluation and service transition as related to RCVthe challenges and risks to be managed Implementing RCV processes in theThe end-to-end process flow for context of planning and managing change,knowledge management, including its service operation, project management,policies, concepts, activities and risk management, and staffinterfaces with other processes (for considerations.example CSI processes)Related concepts (for example,data-information-knowledge-wisdom line(DIKW)) and how these activities help to The purpose, objectives and scope ofensure knowledge transfer and improved service transition lifecycle phasedecision-making The RCV processes in relation to serviceThe benefits and business value that can transitionbe gained from knowledge management Activities related to overall transitionand the challenges and risks to be planning and ongoing supportmanaged The end-to-end process flow for changeGeneric roles that support service management, including its policies, designtransition and the RCV processes strategy, concepts, activities, andThe roles and responsibilities related to interfaces with other processestransition planning and support, change A measurement model and the metricsmanagement, service asset and that would be used to support changeconfiguration management, service management within RCV practicesvalidation and testing, release and The benefits and business value that candeployment management, request be gained from change management andfulfilment, ch the challenges and risks to be managedThe technology requirements for service The end-to-end process flow for servicemanagement tools, where and how these asset and configuration management,would be used within RCV (for example, including its policies, design strategy,knowledge management and service concepts, activities and interfaces withasset and configuration management) other processesThe need and benefits of tools that A measurement model and the metricssupport service transition as related to that would be used to support serviceRCV asset and configuration managementImplementing RCV processes in the within RCV practicescontext of planning and managing The benefits and business value that canchange, service operation, project be gained from service asset andmanagement, risk management, and configuration management and thestaff considerations. challenges and risks to be managed

The end-to-end process flow for the SVTprocess, including its policies, concepts,

line activities and interfaces with otherThe purpose, objectives and scope of processesservice transition lifecycle phase Test modelling techniques and testingThe RCV processes in relation to service concepts (for example, stakeholdertransition requirements, test conditions,Activities related to overall transition environments, data) and how these testplanning and ongoing support components are used to ensure serviceThe end-to-end process flow for change qualitymanagement, including its policies, A measurement model and the metricsdesign strategy, concepts, activities, and that would be used to support serviceinterfaces with other processes validation and testing within RCV practicesA measurement model and the metrics The benefits and business value that canthat would be used to support change be gained from SVT and the challenges


management within RCV practices and risks to be managedThe benefits and business value that can The end-to-end process flow for releasebe gained from change management and and deployment management, including itsthe challenges and risks to be managed policies, concepts, phases, activities andThe end-to-end process flow for service interfaces with other processesasset and configuration management, Release and deployment models andincluding its policies, design strategy, related activities (for example, design,concepts, activities and interfaces with planning, build, pilots, test, transfer,other processes deployment, retirement). and how theseA measurement model and the metrics activities ensure service qualitythat would be used to support service A measurement model and the metricsasset and configuration management that would be used to support release andwithin RCV practices deployment management within RCVThe benefits and business value that can practicesbe gained from service asset and The benefits and business value that canconfiguration management and the be gained from release and deploymentchallenges and risks to be managed managementThe end-to-end process flow for the SVT The end-to-end process flow for requestprocess, including its policies, concepts, fulfilment, including its policies, concepts,activities and interfaces with other activities, and interfaces with otherprocesses processes (for example, RDM, SACM andTest modelling techniques and testing change management)concepts (for example, stakeholder Request fulfilment models and relatedrequirements, test conditions, activities (for example, effectiveness ofenvironments, data) and how these test designs, changes, performance) and howcomponents are used to ensure service these activities help to ensure qualityquality service within RCVA measurement model and the metrics A measurement model and the metricsthat would be used to support service that would be used to support requestvalidation and testing within RCV fulfilment within RCV practicespractices The benefits and business value that canThe benefits and business value that can be gained from request fulfilment and thebe gained from SVT and the challenges challenges and risks to be managedand risks to be managed The end-to-end process flow for changeThe end-to-end process flow for release evaluation, including its policies, concepts,and deployment management, including activities, interfaces with other processesits policies, concepts, phases, activities Perspectives and considerations forand interfaces with other processes evaluating the effectiveness of a serviceRelease and deployment models and changerelated activities (for example, design, A measurement model and the metricsplanning, build, pilots, test, transfer, that would be used to support changedeployment, retirement). and how these evaluation within RCV practicesactivities ensure service quality The benefits and business value that canA measurement model and the metrics be gained from change evaluation and thethat would be used to support release challenges and risks to be managedand deployment management within RCV The end-to-end process flow forpractices knowledge management, including itsThe benefits and business value that can policies, concepts, activities and interfacesbe gained from release and deployment with other processes (for example CSImanagement processes)The end-to-end process flow for request Related concepts (for example,fulfilment, including its policies, concepts, data-information-knowledge-wisdomactivities, and interfaces with other (DIKW)) and how these activities help toprocesses (for example, RDM, SACM ensure knowledge transfer and improvedand change management) decision-makingRequest fulfilment models and related The benefits and business value that canactivities (for example, effectiveness of be gained from knowledge managementdesigns, changes, performance) and how and the challenges and risks to bethese activities help to ensure quality managedservice within RCV Generic roles that support serviceA measurement model and the metrics transition and the RCV processesthat would be used to support request The roles and responsibilities related tofulfilment within RCV practices transition planning and support, changeThe benefits and business value that can management, service asset andbe gained from request fulfilment and the configuration management, servicechallenges and risks to be managed validation and testing, release and


The end-to-end process flow for change deployment management, requestevaluation, including its policies, fulfilment, chconcepts, activities, interfaces with other The technology requirements for serviceprocesses management tools, where and how thesePerspectives and considerations for would be used within RCV (for example,evaluating the effectiveness of a service knowledge management and service assetchange and configuration management)A measurement model and the metrics The need and benefits of tools that supportthat would be used to support change service transition as related to RCVevaluation within RCV practices Implementing RCV processes in theThe benefits and business value that can context of planning and managing change,be gained from change evaluation and service operation, project management,the challenges and risks to be managed risk management, and staffThe end-to-end process flow for considerations.knowledge management, including itspolicies, concepts, activities andinterfaces with other processes (forexample CSI processes)Related concepts (for example,data-information-knowledge-wisdom(DIKW)) and how these activities help toensure knowledge transfer and improveddecision-makingThe benefits and business value that canbe gained from knowledge managementand the challenges and risks to bemanagedGeneric roles that support servicetransition and the RCV processesThe roles and responsibilities related totransition planning and support, changemanagement, service asset andconfiguration management, servicevalidation and testing, release anddeployment management, requestfulfilment, chThe technology requirements for servicemanagement tools, where and how thesewould be used within RCV (for example,knowledge management and serviceasset and configuration management)The need and benefits of tools thatsupport service transition as related toRCVImplementing RCV processes in thecontext of planning and managingchange, service operation, projectmanagement, risk management, andstaff considerations.

Change evaluationline

lineThe purpose, objectives and scope ofservice transition lifecycle phaseThe RCV processes in relation to servicetransitionActivities related to overall transitionplanning and ongoing supportThe end-to-end process flow for changemanagement, including its policies,design strategy, concepts, activities, and


interfaces with other processesA measurement model and the metricsthat would be used to support changemanagement within RCV practicesThe benefits and business value that canbe gained from change management andthe challenges and risks to be managedThe end-to-end process flow for serviceasset and configuration management,including its policies, design strategy,concepts, activities and interfaces withother processesA measurement model and the metricsthat would be used to support serviceasset and configuration managementwithin RCV practicesThe benefits and business value that canbe gained from service asset andconfiguration management and thechallenges and risks to be managedThe end-to-end process flow for the SVTprocess, including its policies, concepts,activities and interfaces with otherprocessesTest modelling techniques and testingconcepts (for example, stakeholderrequirements, test conditions,environments, data) and how these testcomponents are used to ensure servicequalityA measurement model and the metricsthat would be used to support servicevalidation and testing within RCVpracticesThe benefits and business value that canbe gained from SVT and the challengesand risks to be managedThe end-to-end process flow for releaseand deployment management, includingits policies, concepts, phases, activitiesand interfaces with other processesRelease and deployment models andrelated activities (for example, design,planning, build, pilots, test, transfer,deployment, retirement). and how theseactivities ensure service qualityA measurement model and the metricsthat would be used to support releaseand deployment management within RCVpracticesThe benefits and business value that canbe gained from release and deploymentmanagementThe end-to-end process flow for requestfulfilment, including its policies, concepts,activities, and interfaces with otherprocesses (for example, RDM, SACMand change management)Request fulfilment models and relatedactivities (for example, effectiveness ofdesigns, changes, performance) and howthese activities help to ensure qualityservice within RCVA measurement model and the metricsthat would be used to support requestfulfilment within RCV practices


The benefits and business value that canbe gained from request fulfilment and thechallenges and risks to be managedThe end-to-end process flow for changeevaluation, including its policies,concepts, activities, interfaces with otherprocessesPerspectives and considerations forevaluating the effectiveness of a servicechangeA measurement model and the metricsthat would be used to support changeevaluation within RCV practicesThe benefits and business value that canbe gained from change evaluation andthe challenges and risks to be managedThe end-to-end process flow forknowledge management, including itspolicies, concepts, activities andinterfaces with other processes (forexample CSI processes)Related concepts (for example,data-information-knowledge-wisdom(DIKW)) and how these activities help toensure knowledge transfer and improveddecision-makingThe benefits and business value that canbe gained from knowledge managementand the challenges and risks to bemanagedGeneric roles that support servicetransition and the RCV processesThe roles and responsibilities related totransition planning and support, changemanagement, service asset andconfiguration management, servicevalidation and testing, release anddeployment management, requestfulfilment, chThe technology requirements for servicemanagement tools, where and how thesewould be used within RCV (for example,knowledge management and serviceasset and configuration management)The need and benefits of tools thatsupport service transition as related toRCVImplementing RCV processes in thecontext of planning and managingchange, service operation, projectmanagement, risk management, andstaff considerations.

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itil® capability: release, control & validation

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