Learn: in:
» back to Search Results

Course rating of 0 Vendor rating of 5


The ITILŪ Intermediate Qualification: Release, Control & Validation (RCV) Certificate, although a stand alone qualification, yet is also part of the ITILŪ Intermediate Capability stream & one of the modules that leads to the ITILŪ Expert in IT Service..


 
Course Outline
The ITIL® Intermediate Qualification: Release, Control and Validation (RCV) Certificate, although a stand alone qualification, yet is also part of the ITIL® Intermediate Capability stream, and one of the modules that leads to the ITIL® Expert in IT Service Management Certificate. The ITIL® Certificate in Release, Control and Validation is intended to enable the course participants to apply the ITIL® best practices during the Service Management Lifecycle.

ITIL® is a world wide Registered Trade Mark, and a Registered Community Trade Mark, of the Office of Government Commerce (OGC) and is registered in the US Patent and Trade Mark Office. Acend is in partnership with Ahead Technology Inc. to deliver ITIL® accredited courses. Ahead Technology Inc. is an LCS® ATO.

The target group of the ITIL® Expert Qualification: Release, Control and Validation is: 
·        Individuals who require a deep understanding of ITSM/ITIL® service Release, Control and Validation processes and how it may be used to enhance the quality of IT service support within an organization. 
·        IT professionals that are working within an organization that has adopted and adapted ITIL® who  need to contribute to an ongoing service improvement program
·        Operational staff involved in Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfillment, Service Evaluation and Knowledge Management, who wish to enhance their role-based capabilities.
·        This may include but is not limited to, IT professionals, business managers and business process owners.

Content and Objectives Through a series of lectures designed at achieving a clear understanding of the ITIL® Best Practice lifecycle approach and through various exercises, assignments and discussions, participants will gain the necessary knowledge enabling them to capture:
·        The importance of Service Management as a Practice concept and Service Transition Principals, Purpose and Objective
·        The importance and value of ITIL® Release, Control and Validation in the context of the service lifecycle
·        How all processes in ITIL® Release, Control and Validation interact with other Service Lifecycle Processes
·        What are the processes, activities, methods and functions used in each of the ITIL® Release, Control and Validation processes
·        How to use the ITIL® Release, Control and Validation processes, activities and functions to achieve operational excellence
·        How to measure ITIL® Release, Control and Validation 
·        The importance of IT Security and its contributions to ITIL® Release, Control and Validation
·        The technology and implementation considerations surrounding ITIL® Release, Control and Validation
·        Challenges, Critical Success Factors and Risks associated to ITIL® Release, Control and Validation

In addition, candidates will gain an understanding and the ability to describe:
o   the concept of Service Management as a practice
o   the concept of Service, its value proposition and composition
o   the functions and processes across the Lifecycle
o   how service management processes are defined, and how they can be applied across the Service Lifecycle with different perspective
o   how Service Management creates business value
o   scope of the Service Transition Lifecycle in relation to the RCV processes, its value to the business and how the RCV processes interact with processes within other Lifecycle stages
 
The program will cover the following modules:
Introduction 
This module introduces the candidate to the concepts and terminology of the Service Lifecycle and the role of RCV within the Lifecycle, where the course participants will have the ability to capture, understand and describe:
·        the concept of Service Management as a practice
·        the concept of Service, its value proposition and composition
·        the functions and process across the Lifecycle
·        the role of Processes in the Service Lifecycle 
·        how Service Management creates business value
·        how the processes within the Release, Control and Validation curriculum supports the Service Lifecycle

Change Management
This module covers the change management process, its components and deliverables, where the candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
·        the purpose, goal and objectives of the change management process and describe its practical application within a business environment
·        the scope of the change management process
·        the business value of change management and demonstrate some practical examples in real-life situation.
·        change management policies, and its 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 
·        the methods and techniques associated with each major change management activity
·        the change management process triggers, inputs, outputs and interfaces with other processes 
·        how change management can be effectively measured, and list example of types of metrics and their applications
·        typical change management activities that may be performed on a day-to-day basis during the Service Operation Lifecycle stage
·        the relationship between Continual Service Improvement and organizational change

Service Asset and Configuration Management
This module covers the Service Asset and Configuration Management (SACM) process, its components and deliverables, where the candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
·        the purpose of the SACM process and the goal of configuration management
·        the scope of asset management and configuration management
·        the business value of SACM process and how it supports the execution of other processes
·        the SACM policies and basic concepts, and be able to distinguish various types of Configuration Item (CI)
·        the use of a configuration management system (CMS), and its major components, in supporting the effective execution of SACM process 
·        the key SACM process activities of SACM, and describe the tools, activity model and deliverables for executing each of these key activities
·        the considerations for retaining CMS back-up and historical data for business purposes
·        how the SACM process can be effectively measured, and list example of types of metric and their application
·        typical configuration management activities that may be performed on a day to day basis by Service Operation.
 
Service Validation and Testing
This module covers the Service Validation and Testing (SVT) process, its components and deliverables where the candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
·        the purpose, goal and objectives of the SVT process
·        the scope of the SVT process
·        how policies can drive and support the execution of the SVT process, and describe practical examples of such policies
·        various test models, understand their objectives and test conditions.
·        examples of validation condition
·        various validation and testing perspectives, understand each of their purposes and the stakeholder groups’ requirements to be addressed
·        the use of test levels and test models to help with building quality service deliverables during the early stage of the service development Lifecycle
·        the key activities of the SVT process, and understand the underlying method and techniques in performing each step
·        the SVT process triggers, inputs, outputs and interfaces with other processes
·        the practices of maintaining test data and test environments in respect of changing test requirements
·        how the SVT processes can be measured in terms of business value contribution and internal efficiency, and list examples of possible metrics

Release and Deployment Management
This module covers the Release and Deployment Management (RDM) process, its components and deliverables where the candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
·        the purpose, goal, objectives and scope of the RDM process
·        the business value of the RDM process
·        the concept of Release Unit, and distinguish and apply various Release Design options and considerations
·        the overall approach for release and deployment planning. Describe clear planning considerations such as pass/fail criteria. Release build and test, pilots, deployment, logistics, delivery and financial
·        the approach for developing the detailed implementation plan for release deployment
·        the key steps for performing the actual transfer, deployment and retirement, verifying deployment and providing Early Life support after deploying the new release
·        the RDM process triggers, inputs, outputs and interfaces with other processes 
·        how information pertaining to service deployment should be recorded and maintained
·        the challenges, risks and critical success factors pertaining to release and deployment management
 
Request Fulfillment
This module covers the Request Fulfillment process, its components and deliverables where the candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
·        the purpose and scope of the request fulfillment process
·        how Request Fulfillment may help to establish a self-help service practice within an organization. Demonstrate examples of service requests that can be offered as standard services
·        the difference between Request Fulfillment and Incident Management and therefore how they may be handled differently
·        the relationship between Request Fulfillment and  Release Management, and how they interact with SACM process to handle pre-defined release
·        some of the challenges, risk and critical success factors pertaining to Request Fulfillment 

Service Evaluation
This module covers the Service Evaluation process, its components and deliverables where the candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
·        the purpose, goal,  objectives and scope of the service evaluation process
·        the terminologies used for the service evaluation process and demonstrate typical evaluation workflow
·        the intended effect and unintended effect of a change, and apply the factors for evaluating the effectiveness of a service design and changes
·        the evaluation of predicted service performance and actual performance to risk management and demonstrate how it could impact the course of actions for the overall service design / change evaluation
·        some of the challenges pertaining to Service Evaluation

Knowledge Management
This module covers the Knowledge Management (KM) process, its components and deliverables where the candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
·        the purpose, goal, objectives and scope of the KM process
·        the business value of the KM process, especially in the context of service transition, and demonstrate the benefits of deploying a Service Knowledge Management System using real-life examples
·        the basic layers of the KM concept using the DIKW structure, demonstrate relationships between the layers using examples
·        what constitutes an effective KM strategy, and apply practical techniques for enabling knowledge transfer
·        effective data and information management for successful knowledge management, and describe its key steps
·        the stakeholder groups within the IT service management organization whose support is needed for effective knowledge management, and understand why their commitment and support are critical
·        various perspectives in measuring the value contribution of KM, and describe some practical metrics for each of these perspectives
·        the relationship between Continual Service Improvement and knowledge management

Service Release, Control and Validation Roles and Responsibilities 
This module covers how Service roles and responsibilities contribute to Service Release, Control and Validation.  Specifically, based on a given service scenario where the candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
·        the key roles / functions responsible for executing  each process step as related to:
o   Change Management
o   Service Asset and Configuration Management
o   Service Validation and Testing  
o   Release and Deployment 
o   Request Fulfillment
o   Service Performance and Risk Evaluation
o   Service Knowledge Management
 
Technology and Implementation Considerations
This module covers technology implementation as part of implementing service management process capabilities, and what special technology functions and features are related to Release, Control and Validation practices; where the candidates will be able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
·        the list of generic requirements for ITSM technology for implementing processes
·        the evaluation criteria for technology and tooling for process implementation 
·        the practices for process implementation which include:
o   Managing change in operations
o   Service operation and project management
o   Assessing and managing risk in service operation
o   Operational staff in service design and transition 
·        the 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:
o   Collaboration for process execution
o   Configuration Management
o   Knowledge Management
·        the Deming Cycle and apply its concept to perform self-monitoring and self-improving for all processes on a continual basis

Summary, Exam Preparation and Directed Studies 
This module summarizes the material covered in the previous modules and prepares candidates for the examination through the review and practice of a mock examination. The Examination is comprised of eight (8) multiple choice, scenario-based, gradient scored questions. The standard duration of the exam is Maximum 90 minutes.
 
Program Material
This training program includes the following as reference documentation:
·        Program slide presentation
·        ITIL® V3 acronyms and glossary
·        Sample examination questions and answers

Simulation and practical application
·        We provide the students with real life experiences; we use the client organization as “Case study” example for the purpose of discussion to show the value of using best practice. We integrate group exercises and sample exam questions to simulate and practice the subject matter.
Prerequisites & Certificates
Pre-Requisites

· Individuals who have attained and have a proof of one of the following certifications: V3 ITILŪ Foundation certificate in Service Management; OR V2 Foundation plus the V3 Foundation Bridge certificate; It is also strongly recommended that course participants: · Possess 2 to 4 years professional experience working in IT Service Management · Demonstrate familiarity with IT terminology and understand the context of Release, Control and Validation management in their own business environment · Have some experience of working in a service management capacity within a service provider environment, with responsibility relating to at least one of the following service management processes: Change management Release management Configuration management Service evaluation and quality assurance Knowledge management Service validation and testing

Certificates offered


Cancellation Policy
Cancellations or postponements received more than ten business days prior to the first day of the course will be fully refunded less a $75 processing fee. The cost of the course is payable, in full, for any cancellations or postponements received within ten business days, or less, prior to the first day of the course.
Map & Reviews
Acend Corporate Learning
[ View Provider's Profile ]

Reviews
 

This course has not yet been rated by one of our members.

If you have taken a course through this vendor please log into your account and leave feedback for this vendor. You will be helping ensure our members get directed to the best training facilities.

Here are some reviews of the training vendor.
The course content was excellent ... if there was things that weren't relevant you could skip and spend more time on things that you needed to learn. Training provider was excellent as her skill level was superb and her communication skills were superb.
Reviewed by 2015
This course should have dual screens
Reviewed by 2015
I was not able to finish the whole entire course. When creating course training please make sure that it fits the allotted time (beginning to the end). We had two breaks and Instructor did not allow us to listen to the course. I had maybe another 10 mins to finish the whole course, but the Instructor said that it was 4:30pm and it is Ok and we can go home. It is not Ok not to be able to finish the course..
Reviewed by 2014
Mentored training actually worked quite well for me. The instructor is there in the room all the time, available if needed. A lot of material for one day, but I did manage to complete it without feeling too rushed.
Reviewed by 2014
It is not possible to complete a beginner's course in one day. There is a lot of information to absorb. It is wonderful that one can re-sit a session within a limited time.
Reviewed by 2013
To bottom line my feelings about the course: Course -- helpful but this comment is made with reservations. Instructor -- excellent !
Reviewed by 2013
The course material was far too heavy for the duration of the course. The material needs to be reduced so that students do not feel rushed or pressured with time, or the duration of the class needs to be extended.
Reviewed by 2013
Overall, the course has been well handled by the Training Provider. But i would expect that, somehow, there is a time allotted in the afternoon for more visible and face to face interaction between the TP and the whole class. Others may be asking questions that may not have been thought of by other learners but may be helpful.
Reviewed by 2013
Very impressed and would highly recommend.
Reviewed by 2013
The trainer was excellent...easy to talk to and very helpful and informed.
Reviewed by 2013
This was a very good learning environment. I prefer having an instructor present in case I have questions but also be able to work at my own pace.
Reviewed by 2013
I could have used some more time to go through the exercises in the sharepoint database.
Reviewed by 2013
re Instructor assessment. ques. are N/A as it was independant mentored study. Flash based training module had 1 hiccup where ctrl-b key was captured by OS and I had to hunt for alt-b to complete the module. Class mentor was unaware of flaw. I felt that the design of the module would have prevented me from completing the section if I was unable to locate alternative keystroke. Worthwhile day.
Reviewed by 2012
Course is very good but not enough time to complete the exercises. Should be at least another 1.5 hours longer.
Reviewed by 2012
Using the self-teaching method made for a more relaxed working environment. As the instructor's assistance was on a one-on-one basis I was not hesitate to ask questions.
Reviewed by 2012
Would prefer an instructor led (classroom) style of training over a computer based course.
Reviewed by 2012
I would suggest that the course manual contain more visual material (e.g. screen shots) versus words. The course was very well. I did not think I would like the on line method of training but I did. I also liked the fact that I could work through my lunch to complete the course earlier. I had to catch the go train so it worked better for me.
Reviewed by 2012
Susan was an excellent instructor, and was very helpful with providing extra "tips" not covered within the course material.
Reviewed by 2012
I only realized after completing 2 units thoroughly that there is not enough time allotted for a lot practicing. I would tell students in advance that getting through the videos and practicing later in your own time is recommended.
Reviewed by 2012
Enjoyed the flexibility of the "Modern Classroom" style of learning where you can move at your own pace and focus on what you need most. You can even move to the next chapter if you need help and the instructor is busy. Definitely dress warmly as the classroom was really over air-conditioned!
Reviewed by 2012
I loved the Adobe InDesign course but as a new user I felt there was so much material to cover and I wanted to take my time getting familiar with the program and learning about everything. I think if the class had been 2 days instead of 1 it would have been perfect!
Reviewed by 2012
Manual provided was totally different then computer training. Expected more hands on training instead of just watching an instruction video.
Reviewed by 2012
Great
Reviewed by 2012
The video - was not at all interactive - only concepts were presented. The manual completedly different from the video material. I have no objections to using different approaches but a course on any software must include interactive materials.
Reviewed by 2012
The course was set up in a way which was easy to follow. However, I thought there was a lot of information to take in the day. The instructor was very helpful and very knowledgeable.
Reviewed by 2012
The training provider, Melanie, was exceptional. She was very knowledgeable and sat with me personally for hands on training. I found the course to be long and difficult to complete in one day.
Reviewed by 2012
The amount of material was a little much (maybe an hour) to cover in the allotted time - but otherwise good.
Reviewed by 2011
The room was too cold for me. The Instructor was very helpful.
Reviewed by 2011
A co worker of mine, did not receive the certificate of completing the course. As well, I received a website to log to after the course for 30 days (The Online Support). Although the vendor ID number does not exisit. I have gone back to my contact at Last Minute Training, and haven't received any feedback from her. The course was good, the follow up, was the greatest service.
Reviewed by 2011
Would like to have access to the on-line training materials for this course for a period of time after course completion
Reviewed by 2011
Hi - the server crashed during my session and I would like to reschedule. Can someone contact me to do this?
Reviewed by 2011
need-to-train-a-group-banner

This course currently does not have any dates scheduled. Please call 1-877-313-8881 to enquire about future dates or scheduling a private, in house course for your team.

This page has been viewed 265 times.