Course Description
Summary
In this course, you will be immersed in the practical aspects of the ITIL service lifecycle and processes associated with the release, control, and validation (RCV) of services and service delivery. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment. This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam. The exam will be offered on the last day of the course at 1:00 pm.The main process focus areas of this course include:Service asset and configuration management (SACM)Change managementChange evaluationRelease and deployment managementService validation and testingRequest fulfillmentKnowledge managementPlease note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided no later than the first day of class.
Outline
Module 1: Release, Control, and ValidationProcessesPurpose and ObjectivesScope of Service Transition in Relation to the RCV ProcessesService Transition Value to the BusinessRCV Processes Interaction with Other Lifecycle StagesDeveloping an Effective Service Transition StrategyKey Initiatives for Preparing for Effective Service TransitionPlanning and Coordinating Service Transition ActivitiesService Transition Process Support
Module 2: Service Asset and Configuration ManagementPurpose and Objectives of SACMScope of SACMBusiness ValuePolicies, Principles, and Basic ConceptsActivities, Methods, and TechniquesTriggers, Inputs, and OutputsInterfaces with Other ProcessesInformation Management in SACMCSFs and KPIsChallenges and RisksSACM Activities Performed by Service OperationRoles and Responsibilities
Module 3: Change ManagementPurpose and ObjectivesScope of the Change Management ProcessBusiness ValuePolicies, Principles, and Basic ConceptsActivities, Methods, and TechniquesTriggers, Inputs, and OutputsProcess InterfacesRole of the Configuration Management System in the Change Management ProcessCSFs and KPIsDaily Operational ActivitiesManaging Organizational and Stakeholder Change as Part of Continual Service Improvement (CSI)Challenges and RisksRoles and Responsibilities
Module 4: Change EvaluationPurpose and ObjectivesScope of Change EvaluationBusiness ValuePolicies and PrinciplesKey TerminologyActivities, Methods, and TechniquesEvaluation Report ContentsTrigger, Inputs, and OutputsInterfaces with Other ProcessesInformation Management in Change EvaluationCSFs and KPIsChallenges and RisksRoles and Responsibilities
Module 5: Release and Deployment ManagementPurpose and ObjectivesScope of the Release and Deployment Management ProcessBusiness ValuePoliciesActivities, Methods, and TechniquesTriggers, Inputs, and OutputsInterfaces with Other ProcessesInformation Management in the Release and Deployment Management ProcessCSFs and KPIsChallenges and RisksRelease and Deployment Management Activities Performed by Service OperationsRoles and Responsibilities
Module 6: Service Validation and TestingPurpose and ObjectivesScope of the Service Validation and Testing ProcessBusiness valuePolicies, Principles, and Basic ConceptsActivities, Methods, and TechniquesTrigger, Inputs, and OutputsInterfaces with Other ProcessesInformation Management in Service Validation and TestingCSFs and KPIsChallenges and RisksRoles and Responsibilities
Module 7: Request FulfillmentPurpose and ObjectivesScope of Request FulfillmentBusiness ValuePolicies, Principles, and Basic ConceptsActivities, Methods, and TechniquesTriggers, Inputs, and OutputsProcess interfacesInformation Management in Request FulfillmentCSFs and KPIsChallenges and RisksRoles and Responsibilities
Module 8: Knowledge ManagementPurpose, Objectives, and ScopeBusiness ValuePolicies, Principles, and Basic ConceptsActivities, Methods, and TechniquesTriggers, Inputs, and OutputsInterfaces with Other ProcessesInformation Management in the Knowledge Management ProcessCSFs and KPIsChallenges and RisksRelationship Between CSI and the Knowledge Management ProcessRoles and Responsibilities
Module 9: Technology and Implementation ConsiderationsGeneric Technology Requirements to Support Process CapabilitiesManaging a Change in OperationsService Operation Use of Project Management ApproachesAssessing and Managing Risk in Service OperationOperational Staff in Service Design and TransitionKnowledge Management ToolsCollaborationConfiguration Management SystemPlanning the Implementation of Service Management ToolsImplementation Considerations
Module 10: Exam Preparation/Mock Exam
Module 11: Exam