ITIL V3 Intermediate Complete Certification Kit (the AoS)

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<p>ITIL V3 : Release, Control &amp; Validation Best Practices</p> <p>Foreword____________________________</p> <p>As an education and training organization within the IT Service Management (ITSM) industry, we have been impressed by the positive changes introduced by the refresh of ITIL in July 2007. The evolution of the core principles and practices provided by the framework provides the more holistic guidance needed for an industry that continues to mature and develop at a rapid pace. We recognize however, that many organizations and individuals who had previously struggled with their adoption of the framework will continue to find challenges in implementing ITIL as part of their approach for governance of IT Service Management practices. In light of this, one of our primary goals is to provide the quality education and support materials needed to enable the understanding and application of the ITIL framework in a wide-range of contexts. This workbooks primary purpose is to complement the accredited ITIL Release, Control &amp; Validation program provided by The Art of Service or one of our accredited partners. We hope you find this book to be a useful tool in your educational library and wish you well in you IT Service Management career!</p> <p>The Art of Service</p> <p> The Art of Service Pty Ltd All of the information in this document is subject to copyright. No part of this document may in any form or by any means (whether electronic or mechanical or otherwise) be copied, reproduced, stored in a retrieval system, transmitted or provided to any other person without the prior written permission of The Art of Service Pty Ltd, who owns the copyright. ITIL is a Registered Community Trade Mark of OGC (Office of Government Commerce, London, UK), and is Registered in the U.S. Patent and Trademark Office.</p> <p>The Art of Service</p> <p>2</p> <p>ITIL V3 : Release, Control &amp; Validation Best Practices</p> <p>How to access the eLearning Program1. 2. 3. 4. Direct your browser to: Click login (found at the top right of the page) Click Create New Account Follow the instructions to create a new account. You will need a valid email address to confirm your account creation. If you do not receive the confirmation email check that it has not been automatically moved to a Junk Mail or Spam folder. 5. Once your account has been confirmed, email your User-ID for your new account to:</p> <p>Itilv3rcv@theartofservice.com6. You will receive a return email with an enrolment key that you will need to use in order to access the eLearning program. Next time you login to the site, you will need to access the program associated with this study guide and enter the enrolment key that was sent to you. 7. If you have any difficulties using the program or enrolling please email Minimum system requirements for accessing the eLearning Program: Processor RAM OS Browser : Pentium 4 (1 GHz) or higher : 256MB (512 MB recommended) : Windows XP, Vista, MCE, Mac OSX : Macromedia Firefox 3+ (recommended), Internet Explorer 6.x or higher, Safari, Opera, Chrome, all with cookies and JavaScript enabled. : Macromedia Flash Player 8 or higher : Due to multimedia content of the site, a minimum connection speed of 512kbs is recommended. If you are behind a firewall and are facing problems in accessing the course or the learning portal, please contact your network administrator for help</p> <p>Plug-Ins Internet Connection</p> <p>If you are experiencing difficulties with the Flash Presentations within the eLearning Programs please make sure that: 1) You have the latest version of Flash Player installed, by visiting 2) You check that your security settings in your web browser don't prevent these flash modules playing. 3) For users of Internet Explorer 7 a solution involves DESELECTING "Allow active content to run files on my computer" in Internet Explorer --&gt;Tools, Options, Advanced, Security settings.</p> <p>The Art of Service</p> <p>ITIL V3 : Release, Control &amp; Validation Best Practices</p> <p>3</p> <p>ContentsFOREWORD____________________________ 1 2 2.1 2.2 2.3 3 3.1 3.2 3.3 4 4.1 4.1.1 4.1.2 4.1.3 4.1.4 4.2 4.2.1 4.2.2 4.2.3 4.3 INTRODUCTION_______________________ IT SERVICE MANAGEMENT______________ THE FOUR PERSPECTIVES (ATTRIBUTES) OF ITSM BENEFITS OF ITSM BUSINESS AND IT ALIGNMENT WHAT IS ITIL?_____________________ THE SERVICE LIFECYCLE MAPPING THE CONCEPTS OF ITIL TO THE SERVICE LIFECYCLE HOW DOES THE SERVICE LIFECYCLE WORK? COMMON TERMINOLOGY_______________ WHAT ARE SERVICES? BUSINESS UNITS AND SERVICE UNITS CREATING SERVICE VALUE SERVICE PACKAGES AND SERVICE LEVEL PACKAGES SERVICE PORTFOLIOS PROCESSES &amp; FUNCTIONS DEFINING PROCESSES DEFINING FUNCTIONS CONNECTING PROCESSES AND FUNCTIONS OTHER TERMINOLOGY AND VALIDATION 37 39 40 41 42 45 47 47 48 49 49 50 52The Art of Service</p> <p>1 7 9 10 11 12 15 16 18 20 21 22 24 26 27 29 31 31 33 34 35</p> <p>5 RELATIONSHIP BETWEEN THE RELEASE, CONTROL PROCESSES AND THE SERVICE LIFECYCLE________________ 5.1 5.2 5.3 5.4 6 6.1 6.1.1 6.1.2 6.1.3 6.1.4 6.1.5 6.1.6 SERVICE TRANSITION OBJECTIVES OF SERVICE TRANSITION BENEFITS OF SERVICE TRANSITION INTERFACES TO OTHER SERVICE LIFECYCLE PHASES</p> <p>RELEASE, CONTROL AND VALIDATION PROCESSES_________________________ CHANGE MANAGEMENT GOALS AND OBJECTIVES SCOPE DESIGNING AND PLANNING CHANGE MANAGEMENT POLICIES CHANGE MODELS TRIGGERS AND INTERFACES</p> <p>46.1.7 6.1.8 6.1.9 6.1.10 6.1.11 6.1.12 6.1.13 6.2 6.2.1 6.2.2 6.2.3 6.2.4 6.2.5 6.2.6 6.2.7 6.2.8 6.2.9 6.3 6.3.1 6.4 6.4.1 6.4.2 6.4.3 6.4.4 6.4.5 6.4.6 6.4.7 6.5 6.5.1 6.5.2 6.5.3 6.5.4 6.5.5 6.5.6 6.5.7 6.6 6.6.1 6.6.2 6.6.3 6.6.4 6.6.5 6.6.6 6.6.7 6.7 6.7.1 6.7.2 6.7.3 6.7.4 6.7.5 6.7.6 6.7.7 6.7.8 6.7.9</p> <p>ITIL V3 : Release, Control &amp; Validation Best Practices</p> <p>CHANGE MANAGEMENT ACTIVITIES ROLES AND RESPONSIBILITIES WITHIN CHANGE MANAGEMENT KEY PERFORMANCE INDICATORS (KPIS) OF CHANGE MANAGEMENT CHALLENGES AFFECTING CHANGE MANAGEMENT RELATIONSHIP WITH PROJECT MANAGEMENT TYPICAL CONTENTS OF CHANGE DOCUMENTATION RACI EXAMPLE FOR MANAGING CHANGE RELEASE AND DEPLOYMENT MANAGEMENT GOALS AND OBJECTIVES SCOPE BENEFITS TERMINOLOGY TRIGGERS AND INTERFACES RELEASE DESIGN OPTIONS AND CONSIDERATIONS RELEASE POLICY RELEASE AND DEPLOYMENT ACTIVITIES KEY PERFORMANCE INDICATORS (KPIS) OF RELEASE &amp; DEPLOYMENT MANAGEMENT SERVICE VALIDATION AND TESTING GOALS AND OBJECTIVES SCOPE BENEFITS POLICIES AND PRINCIPLES TEST MODELS TESTING APPROACHES AND TECHNIQUES SERVICE VALIDATION AND TESTING ACTIVITIES TRIGGERS AND INTERFACES KEY PERFORMANCE INDICATORS (KPIS) OF SERVICE VALIDATION AND TESTING SERVICE EVALUATION GOALS AND OBJECTIVES SCOPE BENEFITS PRINCIPLES OF EVALUATION EVALUATION ACTIVITIES TRIGGERS AND INTERFACES KEY PERFORMANCE INDICATORS (KPIS) FOR SERVICE EVALUATION REQUEST FULFILMENT GOAL AND OBJECTIVES SCOPE BENEFITS REQUEST MODELS REQUEST FULFILMENT ACTIVITIES TRIGGERS AND INTERFACES KEY PERFORMANCE INDICATORS (KPIS) FOR REQUEST FULFILMENT SERVICE ASSET AND CONFIGURATION MANAGEMENT GOAL AND OBJECTIVES SCOPE BENEFITS POLICIES AND PRINCIPLES OF SERVICE ASSET AND CONFIGURATION MANAGEMENT TERMINOLOGY THE CONFIGURATION MANAGEMENT SYSTEM (CMS) CONFIGURATION MANAGEMENT ACTIVITIES TRIGGERS AND INTERFACES ROLES AND RESPONSIBILITIES</p> <p>54 59 60 61 62 63 67 68 68 69 69 69 72 73 75 75 85 86 86 87 87 87 90 91 93 95 96 97 97 97 98 98 98 102 102 103 103 103 104 104 104 106 107 108 108 108 109 109 111 111 114 120 121</p> <p>The Art of Service</p> <p>ITIL V3 : Release, Control &amp; Validation Best Practices</p> <p>5122 123 123 123 124 125 126 127 129 130 133 133 134 139 141 141 142 142</p> <p>6.7.10 6.8 6.8.1 6.8.2 6.8.3 6.8.4 6.8.5 6.8.6 6.8.7 6.8.8 7 7.1 7.2 8 8.1 8.1.1 8.1.2 8.1.3</p> <p>KEY PERFORMANCE INDICATORS (KPIS) FOR REQUEST FULFILMENT KNOWLEDGE MANAGEMENT GOAL AND OBJECTIVES SCOPE CHALLENGES FACED BY KNOWLEDGE MANAGEMENT POLICIES AND PRINCIPLES OF KNOWLEDGE MANAGEMENT THE SERVICE KNOWLEDGE MANAGEMENT SYSTEM (SKMS) KNOWLEDGE MANAGEMENT ACTIVITIES TRIGGERS AND INTERFACES KEY PERFORMANCE INDICATORS (KPIS) OF KNOWLEDGE MANAGEMENT ROLES AND RESPONSIBILITIES FOR RCV____ GENERIC ROLES ROLES WITHIN SERVICE TRANSITION TECHNOLOGY CONSIDERATIONS_________ KNOWLEDGE MANAGEMENT TOOLS COMMUNITIES COLLABORATION WORKFLOW MANAGEMENT CONTROL AND</p> <p>9 IMPLEMENTING RELEASE, PROCESSES________________ 9.1 9.2 10 10.1 10.2 11 11.1 11.2 11.3 11.4 11.5 11.6 11.7 12 13 13.1</p> <p>VALIDATION 143 144 145 147 148 149 153 154 155 156 159 160 161 162 163 167 167</p> <p>THE CONTINUAL SERVICE IMPROVEMENT MODEL MANAGING CULTURAL CHANGE SERVICE TRANSITION SUMMARY_________ SERVICE TRANSITION SCENARIO REVIEW QUESTIONS CHECKLIST FOR RCV PRACTICES_________ SERVICE MANAGEMENT AS A PRACTICE SERVICE TRANSITION PRINCIPLES SERVICE TRANSITION PROCESSES SERVICE TRANSITION COMMON OPERATION ACTIVITIES ORGANIZING SERVICE TRANSITION SERVICE TRANSITION TECHNOLOGY CONSIDERATIONS IMPLEMENTING SERVICE TRANSITION GLOSSARY_________________________ CERTIFICATION______________________ ITIL CERTIFICATION PATHWAYSThe Art of Service</p> <p>613.2 14 15</p> <p>ITIL V3 : Release, Control &amp; Validation Best Practices</p> <p>ISO/IEC 20000 PATHWAYS ANSWERS TO REVIEW QUESTIONS REFERENCES</p> <p>168 169 171</p> <p>The Art of Service</p> <p>ITIL V3 : Release, Control &amp; Validation Best Practices</p> <p>7</p> <p>1 Introduction_______________________As we approach yet another major information technology (IT) revolution coming in the form of Cloud and Utility Computing, many observers might have expected that by 2008 the IT industry may have achieved maturity in many of its most fundamental practices. The bad news unfortunately is that there is still a long road to go and considerable challenges to overcome before this maturity is achieved for many IT Service Providers. In light of this, this workbook aims to develop the readers knowledge and appreciation of the practices for IT Service Management, with particular focus on those capabilities required for the Release, Control and Validation of new, modified and existing IT Services. While it may seem contradictory that the words Release (let go) and Control (maintain authority) are used together, it is in fact these conflicting requirements that leads to the necessity of quality practices to be adopted by an organization as part of its approach to quality IT service management. This workbook is best used in addition to the combination of an accredited ITIL training program as well as practical experience gained in the field. Assumptions are made by the authors that readers already have some familiarity with IT and ITIL terminology or have already completed an ITIL Foundation program.</p> <p>The Art of Service</p> <p>8</p> <p>ITIL V3 : Release, Control &amp; Validation Best Practices</p> <p>The Art of Service</p> <p>ITIL V3 : Release, Control &amp; Validation Best Practices</p> <p>9</p> <p>2 IT Service Management______________The term IT Service Management (ITSM) is used in many ways by different management frameworks and organizations seeking governance and increased maturity of their IT organization. Standard elements for most definitions of ITSM include: Description of the processes required to deliver and support IT Services for customers. The purpose primarily being to deliver and support the technology or products needed by the business to meet key organizational objectives or goals. Definition of roles and responsibilities for the people involved including IT staff, customers and other stakeholders involved. The management of external suppliers (partners) involved in the delivery and support of the technology and products being delivered and supported by IT. The combination of these elements provide the capabilities required for an IT organization to deliver and support quality IT Services that meet specific business needs and requirements. The official ITIL definition of IT Service Management is found within the Service Design volume on page 11, describing ITSM as A set of specialized organizational capabilities for providing value to customers in the form of services. These organizational capabilities are influenced by the needs and requirements of customers, the culture that exists within the service organization and the intangible nature of the output and intermediate products of IT services. However IT Service Management comprises more than just these capabilities alone, being complemented by an industry of professional practice and wealth of knowledge, experience and skills. The ITIL framework has developed as a major source of good practice in Service Management and is used by organizations worldwide to establish and improve their ITSM practices.</p> <p>The Art of Service</p> <p>10</p> <p>ITIL V3 : Release, Control &amp; Validation Best Practices</p> <p>2.1 The Four Perspectives (Attributes) of ITSMPartners/Suppliers People</p> <p>Process Products/Technology</p> <p>Figure 2.1 Four Perspectives (Attributes) of ITSM</p> <p>There are four perspectives (4Ps) or attributes to explain the concept of ITSM. Partners/Suppliers Perspective: Takes into account the importance of Partner and External Supplier relationships and how they contribute to Service Delivery. People Perspective: Concerned with the soft side of ITSM. This includes IT staff, customers and other stakeholders. E.g. Do staff have the correct skills and knowledge to perform their roles? Products/Technology Perspective: Takes into account IT services, hardware &amp; software, budgets, tools. Process Perspective: Relates the end to end delivery of service based on process flows. Quality IT Service Management ensures that all of these four perspectives are taken into account as part of the continual improvement of the IT organization. It is the same when designing new or modified Services themselves, in that these four perspectives need to be considered and catered for in order to enable success in its design, transition and eventual adoption by customers.</p> <p>The Art of Service</p> <p>ITIL V3 : Release, Control &amp; Validation Best Practices</p> <p>11</p> <p>2.2 Benefits of ITSMWhile the benefits of applying IT Service Management practices vary depending on the organizations needs, some typical benefits include: improved quality service provision cost justifiable service quality services that meet business, Customer and User demands integrated centralized processes everyone knows their role and knows their responsibilities in service provision learning from previous experience demonstrable performance indicators In particular reference to the scope of Release, Control &amp; Validation, such benefits include: improved capability for supporting business growth and change improved efficiency of business and IT staff though quality information and knowledge being made available decreased variance between estimated and actual resource requirements reduction in the number of software license and asset management discrepancies reduction in the number and impact of failed Changes and Release rollbacks. It is important to consider the range of stakeholders who can benefit from improved ITSM practices. These stakeholders can come from: senior management busin...</p>