ITIL Release Cntrl & Validatin (RCV) Certificatin Prgram - 5 Days Prgram Overview ITIL is a set f best practices guidance that has becme a wrldwide-adpted framewrk fr Infrmatin Technlgy Services Management (ITSM) by many Public & Private Organizatins. Since early 1990, ITIL has been evlving frm fcusing n Functins and Prcesses under versins 1 and 2 t fcusing n the Full Service Lifecycle Management under current versin. In additin t the existing benefits f aligning IT gals and bjectives with the business, imprving quality and reducing cst f peratin; ITSM and ITIL nw emphasizes the fllwing areas: Assist in transfrming IT Service Management nt a strategic business asset Assist in defining and managing the cmplete lifecycle f IT Service Management Prcess Prvide guidance n the develpment f Services Strategy, the develpment f Service Design, the Transitin f Services frm current t desired state, the Implementatin and the Cntinuus imprvement f the thse Services Thrugh lectures and practice exam questins participants explre the cncepts f gd practice in IT Service Management based n the ITIL Editin 2011Framewrk. The ITIL Intermediate Qualificatin: Release Cntrl and Validatin Certificate is a free-standing qualificatin, but is als part f the ITIL Intermediate Lifecycle stream, and ne f the mdules that leads t the ITIL Expert in IT Service Management. The purpse f this training mdule and the assciated exam and certificate is, respectively, t impart, test, and validate the knwledge n industry practices in service management as dcumented in the ITIL publicatin. Nte: The success in achieving this certificatin is highly dependent upn participants effrt in ding their hmewrk, and self-study befre and during the prgram. Duratin This prgram is ffered ver a 5-day perid where it cmbines theretical and hands-n knwledge transfer, including individual and grup practical exercises. The Minimum number f students per sessin is 6 where the maximum is 18. This five (5) days classrm training curse with examinatin held n the afternn f the 5 th day is accredited by LCS examinatins institute. The curse includes apprximately 30 hurs f student-instructr interactin, a sample and a frmal examinatin. The frmat f the examinatin cnsists f a clsed bk paper f 8 multiple chice cmplex questins, t be answered within 90 minutes. (Candidates sitting the examinatin in English and wh d nt have English as their first language will be allwed additinal 30 minutes t allw use f a dictinary). The pass mark will be 70% r mre 28 r mre crrect answers. Audience The main target grup fr this ITIL Intermediate Qualificatin Certificate includes, but is nt restricted t: IT prfessinals Business managers Business prcess wners The Prjex Grup, LLC (856)-429-4555 107 Deerfield Drive Cherry Hill, NJ 08034 1
Individuals wh require a deep understanding f the ITIL Certificate in the Operatinal Supprt and Analysis prcesses and hw it may be used t enhance the quality f IT service supprt within an rganizatin IT prfessinals wh are wrking within an rganizatin which has adpted and adapted ITIL and wh need t be infrmed abut, and thereafter cntribute t, an nging service imprvement prgram Operatinal staff invlved in event management prcess, incident management prcess, request fulfillment prcess, prblem management prcess, access management prcess, service desk, technical management, IT peratins management and applicatin management, and wh wish t enhance their rle-based capabilities Individuals wh have attained the ITIL Fundatin Certificate in IT Service Management and wish t advance t higher level ITIL certificatins Individuals seeking the ITIL Expert Certificate in IT Service Management fr which this qualificatin can be ne f the prerequisite mdules Individuals seeking prgress tward the ITIL Master Certificate in IT Service Management fr which the ITIL Expert is a prerequisite. Prerequisites Candidates wishing t be trained and examined fr this qualificatin must already hld the ITIL Fundatin Certificate in IT Service Management (the V3 Fundatin r V2 Fundatin plus Bridge Certificate) which shall be presented as dcumentary evidence t gain admissin. At least 30 cntact hurs (hurs f instructin, excluding breaks, and nt including summary review time) with an Accredited Training Organizatin (ATO) r an accredited e-learning slutin) fr this syllabus, as part f a frmal, apprved training curse/scheme 2 t 4 years prfessinal experience wrking in IT service management is highly desirable Hld the ITIL Fundatin Certificate in IT Service Management (r ther apprpriate earlier ITIL and bridge qualificatins) It is als recmmended that candidates shuld cmplete at a minimum f 12 hurs f persnal study by reviewing the syllabus and the pertinent areas within the ITIL cre guidance in preparatin fr the examinatin, specifically Chapter 2: Service management as a practice. Additinally it is recmmended that candidates: Have experience f wrking in a service management capacity within a service prvider envirnment, with respnsibility fr at least ne f the fllwing management disciplines: Change management Service asset and cnfiguratin management Service validatin and testing Release and deplyment management Request fulfillment Change evaluatin Knwledge management Befre attending training fr the certificatin it is als strngly recmmended that candidates read the ITIL Service Lifecycle cre publicatins and, in particular, the ITIL Service Transitin and Service Operatin publicatins. Cntent and Objectives Thrugh a series f lectures designed at achieving a clear understanding f the ITIL Best Practice lifecycle apprach and thrugh varius exercises, assignments and discussins, participants can expect t gain the cmpetence in the fllwing areas upn successful cmpletin f the educatin and examinatin cmpnents related t this certificatin: The Prjex Grup, LLC (856)-429-4555 107 Deerfield Drive Cherry Hill, NJ 08034 2
The imprtance f service management as a practice cncept and service transitin principles, purpse and bjective The imprtance f ITIL release, cntrl and validatin while prviding service Hw all prcesses in ITIL release, cntrl and validatin interact with ther service lifecycle prcesses What are the prcesses, activities, methds and functins used in each f the ITIL release, cntrl and validatin prcesses Hw t use the ITIL release, cntrl and validatin prcesses, activities and functins t achieve peratinal excellence Hw t measure ITIL release, cntrl and validatin The imprtance f IT security and its cntributins t ITIL release, cntrl and validatin The technlgy and implementatin cnsideratins surrunding ITIL release, cntrl and validatin Change management as a capability t realize successful service transitin Service validatin and testing as a capability t ensure the integrity and the quality f service transitin Service asset and cnfiguratin management as a capability t mnitr the state f service transitin Knwledge management as part f enhancing the n-ging management decisin supprt and service delivery capability Request fulfillment and change evaluatin t ensure meeting cmmitted service level perfrmance Release, cntrl and validatin prcess rles and respnsibilities Technlgy and implementatin cnsideratins Challenges, critical success factrs and risks assciated with ITIL release, cntrl and validatin The prgram will cver the fllwing mdules: The candidates will be able t understand, describe, identify, demnstrate, apply, distinguish, prduce, decide r analyze: Intrductin Purpse and bjectives f service transitin Scpe f the service transitin phase in relatin t the RCV prcesses, its value t the business and hw the RCV prcesses interact with prcesses within ther lifecycle stages Varius aspects t be cnsidered fr develping an effective service transitin strategy The key initiatives that are imprtant fr an effective preparatin fr service transitin The apprach and best practices in planning and crdinating service transitin activities Hw service transitin prvides transitin prcess supprt t stakehlders Change Management The purpse and bjectives f the change management prcess, and describe its practical applicatin within a business envirnment The scpe f the change management prcess The business value f change management and demnstrate sme practical examples in real-life situatins Change management plicies, and its design and planning cnsideratins Types f change request, and describe them using examples by service lifecycle stage; distinguish changes, requests fr change (RFCs) and change recrds The rle f change mdels, change prpsals and standard changes The ptins and cnsideratins fr remediatin planning The Prjex Grup, LLC (856)-429-4555 107 Deerfield Drive Cherry Hill, NJ 08034 3
Typical activities invlved in managing changes, and describe wrkflw f prcessing different types f change requests The methds and techniques assciated with each majr change management activity The change management prcess triggers, inputs, utputs and interfaces with ther prcesses The rle f the cnfiguratin management system (CMS) in change management Hw change management can be effectively measured, and examples f critical success factrs and key perfrmance indicatrs The challenges and risks f change management Typical change management activities that may be perfrmed n a day-t-day basis during the service peratin lifecycle stage Managing rganizatin and stakehlder change as an essential part f cntinual imprvement Service Asset and Cnfiguratin Management The purpse and bjectives f the SACM prcess The scpe f SACM The business value f the SACM prcess, and demnstrate sme practical examples in real-life situatins SACM plicies and basic cncepts and varius types f CIs The use f a cnfiguratin management system (CMS), and its majr cmpnents, in supprting the effective executin f SACM prcess The activities f asset management, the rle f sftware asset management and assciated tls The key SACM prcess activities and deliverables fr executing each f these activities The SACM prcess triggers, inputs, utputs and interfaces with ther prcesses The infrmatin management cnsideratins fr SACM Hw the SACM prcess can be effectively measured, and examples f critical success factrs and key perfrmance indicatrs and their applicatin The challenges and risks f SACM Typical SACM activities perfrmed n a daily basis by service peratin Service Validatin and Testing The purpse and bjectives f the SVT prcess The scpe f the SVT prcess The business value f the SVT prcess, and demnstrate sme practical examples in real-life situatins Hw plicies can drive and supprt the executin f the SVT prcess, and describe practical examples f such plicies Varius test mdels, their bjectives and test cnditins, and examples f validatin cnditins Varius validatin and testing perspectives, their purpses and the stakehlder grups requirements t be addressed The use f test levels and test mdels t help with building quality service deliverables during the early stage f the service develpment lifecycle The key activities f the SVT prcess, the underlying methd and techniques in perfrming each step The SVT prcess triggers, inputs, utputs and interfaces with ther prcesses The practices f maintaining test data and test envirnments in respect f changing test requirements Hw the SVT prcesses can be measured in terms f business value cntributin and internal efficiency, and examples f critical success factrs and key perfrmance indicatrs The challenges and risks f SVT The Prjex Grup, LLC (856)-429-4555 107 Deerfield Drive Cherry Hill, NJ 08034 4
Release and Deplyment Management The purpse, and bjectives f the RDM prcess The scpe f the RDM prcess The business value f the RDM prcess RDM plicies, the cncept f a release unit, release design ptins and cnsideratins, and mdels The fur phases f RDM Release and deplyment planning cnsideratins Release and deplyment plans Pass/fail criteria Build and test planning Planning release packaging and build Preparatin fr release build and test Deplyment planning Planning f pilts Financial/cmmercial planning The key steps and techniques fr perfrming the release build and test stage Release and build dcumentatin Acquire and test input cnfiguratin items and cmpnents Release packaging Build and manage the test envirnments Service testing and pilts The apprach fr develping a detailed plan fr deplyment and the key steps fr perfrming the actual transfer, deplyment and retirement, verifying deplyment, prviding early life supprt Reviewing and clsing the deplyment The RDM prcess triggers, inputs, utputs and interfaces with ther prcesses Hw infrmatin pertaining t service deplyment shuld be recrded and maintained Hw the RDM prcesses can be measured in terms f business value cntributin and examples f critical success factrs and key perfrmance indicatrs The challenges, risks and critical success factrs pertaining t RDM Typical RDM activities perfrmed n a daily basis by service peratin Request Fulfillment The purpse, bjectives and scpe f the request fulfillment prcess The business value f the request fulfillment prcess Request fulfillment plicies, principles and basic cncepts. Request fulfillment activities and demnstrate sme practical examples f service requests that can be ffered as standard services by categry Request fulfillment prcess triggers, inputs, utputs and interfaces (particularly with RDM, SACM and change management) Infrmatin required by the request fulfillment prcess Hw request fulfillment can be effectively measured, and examples f critical success factrs and key perfrmance indicatrs Challenges and risks pertaining t request fulfillment Change Evaluatin The purpse, bjectives and scpe f the change evaluatin prcess The business value f the change evaluatin prcess Change evaluatin plicies, principles and use f the Plan-D-Check-Act mdel The Prjex Grup, LLC (856)-429-4555 107 Deerfield Drive Cherry Hill, NJ 08034 5
Change evaluatin prcess terminlgy and typical change evaluatin prcess wrkflw Perspectives t cnsider when executing an evaluatin plan, the intended and unintended effect f a change, and factrs fr evaluating the effectiveness f a service change The evaluatin f predicted service perfrmance and actual perfrmance and f risk management. Hw this can impact the curse f actins fr the verall service design/change evaluatin. Evaluatin reprt cntents Change evaluatin prcess triggers, inputs, utputs and interfaces The rle f the SKMS and CMS relative t the change evaluatin prcess Hw change evaluatin can be effectively measured, and examples f critical success factrs and key perfrmance indicatrs Challenges and risks pertaining t change evaluatin Knwledge Management The purpse, bjectives and scpe f the KM prcess The business value f the KM prcess, especially in the cntext f service transitin KM plicies and use f DIKW structure. The SKMS and its relatinship with the CMDB and CMS, using examples KM activities and practical techniques fr enabling a KM strategy, knwledge transfer and the effective management f data, infrmatin and knwledge. Demnstrate the benefits f using an SKMS thrugh examples KM prcess triggers, inputs, utputs and interfaces. The stakehlder grups within the IT service management rganizatin whse supprt is needed fr effective knwledge management. Infrmatin management aspects t cnsider when creating an SKMS Hw KM can be effectively measured, and examples f critical success factrs and key perfrmance indicatrs Challenges and risks pertaining t KM The relatinship between cntinual service imprvement and knwledge management RCV Rles and Respnsibilities Generic rles invlved in service transitin The key rles/functins respnsible fr executing each prcess step as related t: Transitin planning and supprt Change management Service asset and cnfiguratin management Release and deplyment management Service validatin and testing Request fulfillment Change evaluatin Knwledge management Technlgy and Implementatin Cnsideratins The list f generic requirements fr integrated ITSM technlgy The evaluatin criteria fr service management tls fr prcess implementatin The RCV practices fr prcess implementatin which include: Managing change in peratins Service peratin and prject management Assessing and managing risk in service peratin Operatinal staff in service design and transitin The Prjex Grup, LLC (856)-429-4555 107 Deerfield Drive Cherry Hill, NJ 08034 6
The challenges, critical success factrs and risks relating t implementing service transitin practices and prcesses Hw t plan and implement service management technlgies The technlgy cnsideratins fr implementing the fllwing prcesses and activities: Knwledge management tls Cllabratin Cnfiguratin management system Summary, Exam Preparatin and Directed Studies This mdule summarizes the material cvered in the previus mdules and prepares candidates fr the examinatin thrugh the review and practice f a mck examinatin. The Examinatin is cmprised f eight (8) multiple chice, scenari-based, gradient scred questins. The standard duratin f the exam is Maximum 90 minutes. Prgram Material This training prgram includes the fllwing as reference dcumentatin: Prgram slide presentatin Syllabus Dcument ITIL acrnyms and glssary Sample examinatin questins and answers Simulatin and practical applicatin We prvide the students with real life experiences; fr the purpse f discussin and t shw the value f using best practice, we can use the client rganizatin as a case study example (when a private curse is delivered). The Prjex Grup, LLC (856)-429-4555 107 Deerfield Drive Cherry Hill, NJ 08034 7