ITIL® V3 Capability: Release, Control & Validation - Course Content

1. Introduction the importance of Service Capability Stream: Release, Control and Validation (RCV) in the context of the Service Lifecycle.

Service Management as a practice
Concept of Service, its value proposition and composition
Functions and processes across the Lifecycle
Service management processes are defined, and how they can be applied across the Service Lifecycle with different perspective
Service Management creates business value
Service Transition Lifecycle in relation to the RCV processes, its value to the business and
RCV processes interaction with processes within other Lifecycle stages

Purpose, goal and objectives of the change management process and practical application within a business environment
Scope of the change management process
Business value of change management and demonstrate some practical examples in real-life situation.
Policies, and design and planning considerations
Types of change request and describe them using examples by Service Lifecycle stage
Typical activities of managing changes and describe workflow of processing different types of change requests
Methods and techniques associated with each major change management activity
Triggers, inputs, outputs and interfaces with other processes
Measures, metrics and their applications
Activities that may be performed on a day-to-day basis during the Service Operation Lifecycle stage
Relationship between Continual Service Improvement and organizational change

Purpose of the SACM process and the goal of configuration management.
Scope of asset management and configuration management
Business value of SACM process and how it supports the execution of other processes
SACM policies and basic concepts, and be able to distinguish various types of CI
Configuration management system (CMS), and its major components, in supporting the effective execution of SACM process
SACM process activities of SACM and deliverables for executing each of these key activities
Considerations for retaining CMS back-up and historical data for business purposes
SACM process effectively measured, and types of metric and their application
Configuration management activities that may be performed on a day to day basis by Service Operation.

Purpose, goal and objectives of the SVT process
Scope of the SVT process
Policies driving and support the execution of the SVT process,
Test models, understand their objectives and test conditions.
Validation condition and testing perspectives
Use of test levels and test models to help with building quality service deliverables during the early stage of the service development Lifecycle
Activities of the SVT process, and the underlying method and techniques in performing each step
SVT process triggers, inputs, outputs and interfaces with other processes
Practices of maintaining test data and test environments in respect of changing test requirements
SVT processes measured in terms of business value contribution and internal efficiency

Purpose, goal, objectives and scope of the RDM process
Business value of the RDM process
Concept of Release Unit, and distinguish and apply various Release Design options and considerations
Release and deployment planning considerations build and test, pilots, deployment, logistics, delivery and financial
Approach for developing the detailed implementation plan for release deployment
Transfer, deployment and retirement, verifying deployment and providing Early Life support
RDM process triggers, inputs, outputs and interfaces with other processes
Information pertaining to service deployment recording and maintenance
Challenges, risks and critical success factors pertaining to release and deployment management

Purpose and scope of the request fulfilment process
Request Fulfilment may help to establish a self-help service practice within an organization.
Difference between Request Fulfilment and Incident Management
Relationship between Request Fulfilment and Release Management, and how they interact with SACM
Challenges, risk and critical success factors pertaining to Request Fulfilment management

Purpose, goal, objectives and scope of the service evaluation process
Service evaluation process and evaluation workflow
Effect and unintended effect of a change, and apply the factors for evaluating the effectiveness of a service design and changes
Evaluation of predicted service performance and actual performance to risk management
Challenges pertaining to Service Evaluation

Purpose, goal, objectives and scope of the KM process)
The business value of the KM process, especially in the context of service transition
Benefits of deploying a Service Knowledge Management System
KM concept, strategy, and techniques for enabling knowledge transfer
Data and information management for successful knowledge management,
Stakeholder groups within the IT service management organization whose support is needed for effective knowledge management,
Perspectives in measuring the value contribution of KM, and practical metrics for the perspectives
Relationship between Continual Service Improvement and knowledge management

Challenges, critical success factors and risks related to implementing practices and processes
How to plan and implement Service Management technologies
The technology considerations for implementing the following processes and activities:

Deming Cycle and apply its concept to perform self-monitoring and self improving for all processes on a continual basis