ITIL® Release, Control & Validation Factsheet

ITIL® Release, Control & ValidationCertificate: ITIL® Release, Control & Validation

Duration:5 days

Course Delivery:Classroom or Virtual Classroom

Languages:English, Spanish, Japanese, Portuguese,

Dutch, French, Italian, German

Reference Materials:Core set of 5 ITIL books.

About the Examination:Exam Format:

Multiple choice, scenario-based, gradient scored questions.

Number of Questions: 8 Pass Score: 28/40 or 70%

Exam Delivery: Online or paper based Exam Duration: 90 minutes

Open/Closed Book: Closed Book

Prerequisites: An ITIL Foundation certificate and preferably

two years work experience in an IT Service Management environment.

Credits:Upon successfully achieving the ITIL Release,

Control & Validation certificate, students will earn 4 credits in the ITIL® qualification

scheme.

Project Management Institute – Professional Development Units (PDUs) = 35

Target Audience:IT Managers, Operational staff, and anyone

requiring a deeper knowledge of or who are involved in the Release, Control & Validation

cluster of processes and functions.

Course Description:

ITIL is comprised of five core publications: Service Strategy, Service Design, Service Transition, Service Operations and Continual Service Improvement, promoting alignment with the business as well as improving operational efficiency. The official ITIL® qualification scheme describes two streams, the Service Lifecycle Stream and the Service Capability stream.

The Service Lifecycle stream focuses on ITIL practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the process and practice elements used within it.

The Service Capability stream is for those who wish to obtain an in depth understanding of ITIL processes and roles. Attention to the Service Lifecycle is illustrated as part of the curriculum but the primary focus is the on the process activities, execution and use throughout the Service Lifecycle.

The ITIL® RCV (Release, Control & Validation) course is part of the ITIL® Intermediate Capability certification stream. The course prepares candidates to take the ITIL® Release, Control & Validation Intermediate exam as well as providing valuable knowledge that can be implemented in the workplace.

Course and Learning Objectives:

At the end of this course, you will learn:• The concept of Service Management as a practice• The purpose, goal and objectives of the Change Management Process• The purpose of the SACM process and the goal of Configuration Management• The use of a Configuration Management System (CMS), and its major components, in

supporting the effective execution of SACM process • The purpose, goal, objectives and scope of the RDM process • The purpose, goal and objectives of the SVT process • The purpose, goal, objectives and scope of the KM process • The purpose, goal, objectives and scope of the Service Evaluation process• The purpose and scope of the Request Fulfillment process

Course Approach:

Participants will learn the principles and core elements of the Service Capability approach to IT Service Management as well as focusing on the processes & roles, activities and their execution throughout the Service Lifecycle. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL Intermediate Release, Control & Validation certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace. Quint Wellington Redwood’s integrated case study deepens the participant’s appreciation of how ITIL best practices can be applied in order to improve IT performance. Practical assignments are used throughout the course to enhance the learning experience.

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ProjectManagementInstitute

ITIL Foundation

with Case Study

ITIL

Foundation Bridge

ITIL

Foundation

e-LearningITIL®

ITIL Foundation e-Learning

ITIL Awareness

ITIL

Managing Across

the Lifecycle

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KEDAR Information Technologies, Inc.

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Course Student Material:

Students will receive an ITIL Release, Control & Validation classroom workbook containing all of the presentation materials, course notes, case study and sample exams.

Concepts Covered:

1. COURSE INTRODUCTION• Introduction/Housekeeping• Service Management as a practice• Service, its value proposition and composition• Functions and processes across the lifecycle• The role of processes in the Service Lifecycle• How Service Management creates business value• How Release Control and Validation supports the Service

Lifecycle

2. CHANGE MANAGEMENT• Purpose, goal, objectives & scope • Value to business and to the Service Lifecycle• Policies, principles and basic concepts• Types of Change Requests • Triggers, inputs, outputs and interfaces with other

processes• How to measure effectively, metrics and their

applications• Activities and the Service Operation Lifecycle stage • The relationship between Continual Service

Improvement and organizational change

3. SERVICE ASSET AND CONFIGURATION MANAGEMENT

• Purpose, goal and objectives & scope • Value to business and to the Service Lifecycle• Policies, principles and basic concepts• The use of a Configuration Management System (CMS)• Process activities, tools and deliverables • The considerations for retaining CMS back-up and

historical data for business purposes • How to measure effectively, metrics and their application• Activities and the Service Operation Lifecycle stage

4. RELEASE AND DEPLOYMENT MANAGEMENT

• Purpose, goal and objectives & scope • Release Unit, Release Design options and

considerations • Release and Deployment planning• Developing the detailed implementation plan for release

deployment • Support after deploying the new Release • Triggers, inputs and outputs and interfaces with other

processes• Information recording and maintenance• Challenges, risks and Critical Success Factors

5. SERVICE VALIDATION AND TESTING• Purpose, goal and objectives & scope • Value to business and Service Lifecycle• Policies and principles • Validation and Testing perspectives, purposes and

stakeholder requirements • Test levels and test models to help with building quality

services deliverables • Process activities, methods and techniques and how

they relate to the Service Lifecycle• Triggers, inputs and outputs and the process interfaces• Maintaining test data and test environments in respect

of changing test requirements• Measurement and Metrics

6. KNOWLEDGE MANAGEMENT• Purpose, goal and objectives & scope • Value to the business and to the Service Lifecycle• Policies, principles and the request model concept• Basic layers of the KM concept using the DIKW

structure • What constitutes an effective KM strategy, and practical

techniques for enabling knowledge transfer • Stakeholder groups within the IT Service Management

organization whose support is needed for effective Knowledge Management

• Measuring the value contribution of KM, and practical metrics

7. SERVICE EVALUATION• Purpose, goal and objectives • Scope • Service Evaluation process terminology and workflow • Intended effect and unintended effects of a change,

and factors for evaluating the effectiveness of a Service Design and changes

• Evaluation of service performance to Risk Management and the potential impact on the course of actions for the overall Service Design/change evaluation

• Challenges pertaining to Service Evaluation

8. REQUEST FULFILLMENT• Purpose, goal and objectives • Scope • How Request Fulfillment may help to establish a self-

help service practice within an organization. • The difference between Request Fulfillment and Incident

Management • The relationship between Request Fulfillment and

Release Management, and how they interact with SACM • Challenges, risk and Critical Success Factors

9. ROLES AND RESPONSIBILITIES • Change Management• Service Asset and Configuration Management • Service Validation and Testing• Release and Deployment Management• Request Fulfillment• Service Performance and Risk Evaluation activities• Service Knowledge Management

10. TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS

• Requirements for ITSM technology for implementing processes

• Evaluation criteria for technology and tools for process implementation

• Challenges, Critical Success Factors and risks • How to plan and implement Service Management

technologies• Technology considerations for implementing

collaboration for process execution, Configuration Management and Knowledge Management

• The Deming Cycle

Continual Service Improvement

Service Design

Service T

ransit

ion

Service Operation

Service Strategy

© Crown copyright 2012 Reproduced under license from OGC

About KEDARit: KEDARit is a premier training organization that offers a full range of IT best practice training courses designed to meet the needs of business and technology leaders responsible for IT Service Management. We have trained over 6000 IT Professionals over the last 10 years and our courses and workshops are designed by business and technology management professionals with many years of proven, operational experience, and certifications in their respective fields.

The key to success for our clients in today’s complex business and IT environment is the ability to:

• Reduce cost,• Improve delivery of IT services,• Scale spending to meet business

objectives, and• Achieve greater proactive problem

management and resolution.

Courses are offered either through scheduled public open-enrollment dates and cities, or through personalized on-site course delivery. Personalized on-site course delivery is for companies that want to have our instructors apply lecture materials to their unique business challenges, so their leaders can focus on solutions and consensus about solutions during the course.

Our instructor staff delivers the highest quality training materials and instruction available. The situation-based format enhances learning and allows attendees to effectively apply their knowledge to the materials.

Our KEDARit Solutions “KITS” enable clients to achieve and sustain greater lean business and technology management.

© Copyright 2012 by KEDAR Information Technologies, Inc. All rights reserved.R.E.P.® is a registered service and membership mark of Project Management Institute, Inc.

PMI® is a registered trade and service mark of Project Management Institute, Inc.

This course may be delivered as part of our public class schedule at one of our facilities, as an onsite private class at your facility, or through our virtual classroom. Customization provides the opportunity to design a tailored training program that supports the organization most effectively

while still getting the benefits of Technical & Industry Best Practices training. Our training experts will work closely with you to develop a training program

based on your organization’s needs. To inquire about fees and your delivery options please email us at

registrar@KEDARit.com or call us at 1-972-317-3577