ITIL Service Capability: Release, Control and Validation

• Importance of Service Management as a practice concept and Service Transition principals, purpose, and objective
• Importance of ITIL Release, Control, and Validation while providing service
• How all processes in ITIL Release, Control, and Validation interact with other Service Lifecycle Processes
• 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
• Measure ITIL Release, Control, and Validation
• Importance of IT Security and its contributions to ITIL Release, Control, and Validation
• Technology and implementation considerations surrounding ITIL Release, Control, and Validation
• Challenges, critical success factors, and risks associated with ITIL Release, Control and Validation

• IT operations, technical, or IT management personnel requiring more information about ITIL best practices
• Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

1. Release, Control, and Validation

• Processes
• Purpose and Objectives
• Scope of Service Transition in Relation to the RCV Processes
• Service Transition Value to the Business
• RCV Processes Interaction with Other Lifecycle Stages
• Developing an Effective Service Transition Strategy
• Key Initiatives for Preparing for Effective Service Transition
• Planning and Coordinating Service Transition Activities
• Service Transition Process Support

2. Service Asset and Configuration Management

• Purpose and Objectives of SACM
• Scope of SACM
• Business Value
• Policies, Principles, and Basic Concepts
• Activities, Methods, and Techniques
• Triggers, Inputs, and Outputs
• Interfaces with Other Processes
• Information Management in SACM
• CSFs and KPIs
• Challenges and Risks
• SACM Activities Performed by Service Operation
• Roles and Responsibilities

3. Change Management

• Purpose and Objectives
• Scope of the Change Management Process
• Business Value
• Policies, Principles, and Basic Concepts
• Activities, Methods, and Techniques
• Triggers, Inputs, and Outputs
• Process Interfaces
• Role of the Configuration Management System in the Change Management Process
• CSFs and KPIs
• Daily Operational Activities
• Managing Organizational and Stakeholder Change as Part of Continual Service Improvement (CSI)
• Challenges and Risks
• Roles and Responsibilities

4. Change Evaluation

• Purpose and Objectives
• Scope of Change Evaluation
• Business Value
• Policies and Principles
• Key Terminology
• Activities, Methods, and Techniques
• Evaluation Report Contents
• Trigger, Inputs, and Outputs
• Interfaces with Other Processes
• Information Management in Change Evaluation
• CSFs and KPIs
• Challenges and Risks
• Roles and Responsibilities

5. Release and Deployment Management

• Purpose and Objectives
• Scope of the Release and Deployment Management Process
• Business Value
• Policies
• Activities, Methods, and Techniques
• Triggers, Inputs, and Outputs
• Interfaces with Other Processes
• Information Management in the Release and Deployment Management Process
• CSFs and KPIs
• Challenges and Risks
• Release and Deployment Management Activities Performed by Service Operations
• Roles and Responsibilities

6. Service Validation and Testing

• Purpose and Objectives
• Scope of the Service Validation and Testing Process
• Business value
• Policies, Principles, and Basic Concepts
• Activities, Methods, and Techniques
• Trigger, Inputs, and Outputs
• Interfaces with Other Processes
• Information Management in Service Validation and Testing
• CSFs and KPIs
• Challenges and Risks
• Roles and Responsibilities

7. Request Fulfillment

• Purpose and Objectives
• Scope of Request Fulfillment
• Business Value
• Policies, Principles, and Basic Concepts
• Activities, Methods, and Techniques
• Triggers, Inputs, and Outputs
• Process interfaces
• Information Management in Request Fulfillment
• CSFs and KPIs
• Challenges and Risks
• Roles and Responsibilities

8. Knowledge Management

• Purpose, Objectives, and Scope
• Business Value
• Policies, Principles, and Basic Concepts
• Activities, Methods, and Techniques
• Triggers, Inputs, and Outputs
• Interfaces with Other Processes
• Information Management in the Knowledge Management Process
• CSFs and KPIs
• Challenges and Risks
• Relationship Between CSI and the Knowledge Management Process
• Roles and Responsibilities

9. Technology and Implementation Considerations

• Generic Technology Requirements to Support Process Capabilities
• Managing a Change in Operations
• Service Operation Use of Project Management Approaches
• Assessing and Managing Risk in Service Operation
• Operational Staff in Service Design and Transition
• Knowledge Management Tools
• Collaboration
• Configuration Management System
• Planning the Implementation of Service Management Tools
• Implementation Considerations

10. Exam Preparation/Mock Exam