ITIL: Release, Control & Validation

Course 02 – Release, Control & Validation

Slide 1

Release, Control & Validation

Topics Covered

Questions to Answer

Terms-to-Know

Summary

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Slide 2

Introduction to Release, Control & Validation

To

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Topics Discussed

Service Lifecycle

Service Assets & Capability

Release, Control & Validation and the Lifecycle

Purpose, Goals & Objectives

Scope

Value

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Slide 3

The Service Lifecycle & RCV

• Service Strategy

– Design, development & implementation

• Service Design

– Design & development

• Service Transition (ST)

– Development & improvement

• Service Operation (SO)

– Delivery & support

• Continual Service Improvement

– Create & maintain value

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Slide 4

Managing Across the Lifecycle

Improve

Strategy Design

Operation Transition

•Transition Planning & Support• Change Management• Service Asset & Configuration• Release & Deployment• Service Validation & Testing• Change Evaluation• Knowledge Management

• Event Management• Incident Management• Request Fulfillment• Problem Management• Access Management• Service Desk• Technical Management• Operations Management• Application Management

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Slide 5

Service Assets & Capability

• Capabilities & resources

• Business units

• Service units

Capability is the ability of an organization, person, process, application configuration item or IT service to carry out an activity.

Resource is a generic term that includes IT infrastructure, people, money or anything else that might help to deliver an IT service.

Management Capital

Organization Infrastructure

Processes Applications

Knowledge Information

People

Capabilities ResourcesService Assets

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Slide 6

RCV & Service Transition

Planning &Support

Process

ChangeManagement

Process

ChangeEvaluation

Process

Release & Deployment

Process

Validation &Testing

Process

Service Asset & Configuration Management

Process

Knowledge Management

Process

RFC

CMSSKMS

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Slide 7

RCV & Service Operation

SKSM

CMS

RFCProblemManagement

Process

Access Management

Process

Event Management

Process

Request Fulfillment

Process

IncidentManagement

Process

Service Desk

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Slide 8

RCV & The ST Model

Early Life Support

Plan &

Prepare

Build &

Test

Test &

Pilot

Transfer,

Deploy,

Retire

Review &

Close

Service

Operation

Service

Strategy

Service

Design

Release & Deployment

Management

Service Transition Planning & Support

Oversight – Organization & Stakeholder Change

Knowledge Management

Service Validation & Testing

Continual Service Improvement

Service Asset & Configuration Management

Change ManagementRFC

Baseline

Evaluation of Change

ServiceRequest

ServiceRequest

Copyright © AXELOS Limited 2014All rights reserved. Material is reproduced under license from AXELOS Limited.

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Slide 9

Purpose, Goals & Objectives

• Plan & manage service changes & related assets &

resources

• Manage risks relating to new, changed, or retired

services by developing risk profiles & appropriate

governance

• Successfully deploy (or retire) service releases to (from)

supported environments

• Set correct performance expectations for new or

changed services

• Ensure service changes create expected value

• Provide good quality information and communication

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Slide 10

Scope

• Manage & coordinate– Processes

– Functions

– Systems

– As related to:• Packaging

• Building

• Testing

• Releasing

• Deploying … IT Services

• Service Operation & Continual Service Improvement– Request Fulfillment

– Modifications of existing services

Release Control & Validation is involved in two aspects of the Service Lifecycle. It provides the necessary framework to transition new services into operation as well as the modification of existing services to effect corrections or improvements and provision Service Requests.

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Slide 11

Value to the Business

• Handle high volume of change

• Overall improvement in productivity

• Predictability of QoS & warranty

• Higher change success rate

• Closer adherence to plans

• Adaptability

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Slide 12

Release, Control & Validation Principles

To

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Topics Discussed

Setting the Stage

Principles

Governance

Management

Quality

Service Transition Interface

Challenges, CSFs & Risks

Processes

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Slide 13

Setting the Stage

• Service Transition lifecycle stages

• Prepare for service transition

• Planning & coordination of service transition

• Provide Service Transition process support

– Administration

– Communication

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Slide 14

Principles

• Governance

• Management

• Quality

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Slide 15

Governance

• Formalize Service Transition (ST) policy

• Utilize Service Transition as focal point for changes

• Use common framework & standards

• Maximize re-use of processes & systems

• Align Service Transition plans & business needs

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Slide 16

Management

• Manage stakeholder relationships

• Utilize Knowledge Management

• Plan release & deployment packages

• Anticipate & manage course corrections

• Manage resources across ST & SO

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Slide 17

Quality

• Ensure Early Service Transition involvement in lifecycle

• Assure service quality

– New services

– Changed services

• Proactive quality improvement throughout Service

Transition

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Slide 18

Service Transition Interface

Service Transition

• Service Portfolio• Customer Portfolio• Contract Portfolio• Service Lifecycle Model• Policies• Strategies• Constraints• Architectures• Service Transition Requirements• Service Management Plan

• Service Definition• Service Structure• Financial/Economic/Cost Model• Capacity/Resource Model• Integrated Process Model• Service Operation Model• Design & Interface Model• Release Design• Deployment Plan• Acceptance Criteria• Requests for Change

Inputs Triggers

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Slide 19

Challenges

• Central to large number of stakeholders

• Being a business enabler

• Manages many– Contracts

– Interfaces

– Relationships

• Integration of processes & disciplines

• Establish who does what to whom

• Understanding stakeholder perspectives

• Collaborative culture

• Balancing stability & responsiveness

• Legacy systems

• Standard performance measures

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Slide 20

Critical Success Factors

• Understanding & managing stakeholder perspectives

• Managing all relationships during transition

• Understanding inherent dependencies among systems

• Process automation

• Knowledge management

• Enabling tools

• Understanding CI dependencies

• Clear accountability, roles & responsibilities

• Demonstrated– Process improvement

– Customer satisfaction

– Transition cycle time

• Communication of risk attitude

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Slide 21

Risks

• Inefficiencies due to poor process implementation

• Lack of maturity & integration of systems & tools

• Change in accountability

– Roles

– Responsibilities

• Resistance to change

• Alienation of key support & operation staff

• Unplanned costs

• Overly averse to risk

• Knowledge sharing (wrong people/wrong time)

• Poor or incomplete process integration

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Slide 22

RCV Processes

• Lifecycle focus

– Change Management

– Service Asset & Configuration Management

– Knowledge Management

• Service Transition focus

– Release & Deployment Management

– Service Testing & Validation

– Change Evaluation

• Service Operation

– Request Fulfillment

ServiceOperation

ServiceTransition

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Slide 23

Release, Control & Validation Summary

To

pic

Topics Discussed

Summary

Checkpoint

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Slide 24

Release, Control & Validation Summary

• RCV processes provide overall capability

• Provides overall coordination of resources

– New or changed services

– Build

– Test

– Deploy

– Validate

• Enable business process

• Maximize business benefits

• Manage risks

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Slide 25

Checkpoint

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Review Questions:

1. Which represents the five levels of the Service “V” Model?

A. Service Strategy, Service Design, Service Transition, Service Operation,

Continual Service Improvement

B. Transition Planning & Support, Change Management, Service Asset &

Configuration Management, Release & Deployment, Service Validation &

Testing

C. Customer/Business Needs, Service Requirements, Service Solution,

Service Release, Component & Assembly

D. Service Quality Policy, Risk Policy, Service Transition Policy, Release

Policy, Change Management Policy

2. Between which two elements of the Service Lifecycle does Service Transition

facilitate relationships?

A. Service Strategy, Service Operation

B. Continual Service Improvement, Service Design

C. Service Design, Service Operation

D. Service Strategy, Continual Service Improvement

3. What value does Service Transition provide to the business?

A. Ability to be adaptable and to successfully handle high volume of change

B. Overall improvement in productivity

C. Predictability of Quality of Service and Warranty and close adherence to

plans

D. All of the above

4. Which of the following, when combined, create value for the customer?

A. Utility & Warranty

B. Cost & Service

C. Value and Service

D. Service for Money Spent

5. Which of the following principles is fundamental to Service Transition?

A. Align Service Catalog and Portfolio

B. Elimination of change-induced design deficiencies

C. Maximize the reuse of processes and systems

D. Align the Service Design Package to unexpected constraints experienced

during the build

6. Which of the following statements is true about Service Transition?

1. Service Transition provides the necessary framework to transition new

services into operation.

2. Service Transition provides the necessary framework to transition

modifications to existing services into operation.

A. Neither statement is true

B. 1 Only

C. 2

D. 1 & 2

7. An IT Service is said to be fit for use when it achieves the required.

A. Utility, Availability, Capacity, Security

B. Availability, Capacity, Continuity, Security

C. Availability, Capacity, Continuity, Utility

D. Service (levels)

8. When it comes to improving existing IT Services which Lifecycle phases are

involved?

1. Continual Service Improvement

2. Service Operation

3. Service Transition

4. Service Design

5. Service Strategy

A. 1 & 3 Only

B. 1, 3 & 4 Only

C. 1, 2, 3 & 5 Only

D. 1, 2, 3, 4 & 5

9. When considering the Service Transition Model, which processes end their

involvement when the new or changed service moves into the live environment?

A. None

B. Evaluation and Validation & Testing

C. Service Transition Planning & Support

D. Evaluation, Validation & Testing and Service Transition Planning &

Support

10. Which of the following statements is correct?

1. An IT Service's “utility” refers to its fitness to meet its intended use.

2. An IT Service's “warranty” refers to its fitness to meet its intended purpose.

A. Neither

B. Both

C. 1 Only

D. 2 Only

Answer Key:

1. C

Customer/Business Needs, Service Requirements, Service Solution, Service

Release, Component & Assembly.

2. C

Service Transition bridges the Service Design and Service Operation stages of

the IT Service Management Lifecycle.

3. D

All of the above.

4. A

Utility & Warranty when combined provide the framework necessary to create

value for the customer.

5. C

Maximize the reuse of processes and systems.

6. D

1 & 2 are both true.

7. B

Availability, Capacity, Continuity, Security are normally required to ensure a

service is fit for use.

8. D

1, 2, 3, 4 & 5. All of the IT Service Management Lifecycle phases (stages) are

involved in the improvement of existing IT Services.

9. A

None. All of the Service Transition processes remain involved until the

completion of early life support.

10. A

Neither. Both definitions are reversed.