ITIL® Intermediate Capability - Release, Control and Validation

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ITIL® Service Capability - - Release, Control & Validation 5-Day Course

Pre-Reading Material

It is a prerequisite that delegates hold the ITIL® Foundation Certificate.

Please note that delegates are advised to purchase and read the following publication in advance of the course ITIL Service Transition 2011 Edition. It is recommended that Intermediate courses require 2 hours of home study each evening.

ITIL Intermediate RCV Examination

The course forms part of the ITIL® Intermediate qualification programme. Successful candidates will be awarded 4 credits towards the ITIL® Expert qualification. The examination will consist of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark is 70% or more.

Course Structure

The course builds on the general principles covered as part of the ITIL® Foundation course. This enables the organisation to introduce Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfilment, Service Evaluation and Knowledge Management as integral parts of its overall business-focussed Services Framework.

Course Content

Candidates can expect to gain knowledge and understanding in the following:

Introduction and Overview

The concept of Service Management as a practice and how it delivers value to customers and the Business The underpinning processes and functions that support the Service Lifecycle What makes up the Service Capability RCV cluster (i.e. which stages of the Service Lifecycle contribute to this capability and how they interact) and its specific focus on Service Transition

Change Management

The end-to-end process flow for Change Management inclusive of its design strategy, components, activities, roles and operation including its organizational structure and the interfaces with other processes

A measurement model and the metrics that would be used to support Change Management within RCV practices

The benefits and business value that can be gained from Change Management

Service Asset and Configuration Management

The end-to-end process flow for Asset and Configuration Management inclusive of its design strategy, components, activities, roles and operation including its organizational structure and the interfaces with other processes

A measurement model and the metrics that would be used to support Service Asset and Configuration Management within RCV practices

The benefits and business value that can be gained from Service Asset and Configuration Management

Service Testing and Validation (SVT)

The end-to-end process flow for SVT process inclusive of its design strategy, components, activities, roles and operation including its organizational structure as well and the interfaces with other processes

SVT testing perspectives (e.g. Test requirement, conditions, environments, data, etc.) and how these test components are used to ensure service quality The benefits and business value that can be gained from SVT as related to RCV

Release and Deployment Management

The end-to-end process flow for Release and Deployment Management inclusive of its design strategy, components, activities, roles and operation including its organizational structure and the interfaces with other processes

The Release and Deployment model and related activities (e.g. design, planning, build, pilots, test, transfer, deployment, retirement, etc.) and how these activities ensure service quality

The benefits and business value that can be gained from Release and Deployment Management

Request Fulfilment

The end-to-end process flow for Request Fulfilment inclusive of its design strategy, components, activities, roles and operation including its organizational structure and the interfaces with other processes (e.g. Incident and Release)

The Request Fulfilment model and related activities (e.g. effectiveness of designs, changes, performance, etc.) and provide examples of how these activities help to ensure Quality Service within RCV

The benefits and business value that can be gained from Request Fulfilment Management

Evaluation

The end-to-end process flow for Evaluation inclusive of its design strategy, components, activities, roles and operation including its organizational structure and the interfaces with other processes

The Evaluation model and related activities (e.g. effectiveness of designs, changes, performance, etc.) and how these activities help to ensure service quality

Knowledge Management

The end-to-end process flow for Knowledge Management inclusive of its design strategy, components, activities, roles and operation including its organizational structure and the interfaces with other processes (e.g. CSI processes)

The Knowledge Management model and related activities (e.g. DIKW, stakeholder management, metrics, etc.) and how these activities help to ensure service quality

The benefits and business value that can be gained from Knowledge Management

Roles and Responsibilities

The roles and responsibilities related to Change Management, Service Asset and Configuration Management, Service Validation and Testing, Release and Deployment Management, Request Fulfilment, Evaluation, and Knowledge Management. Where and how these are used, as well as, how they fit within the Service Transition organization

Technology and Implementation Considerations

The technology requirements for Service Management tools, where how these would be used within RCV for process implementation (e.g. Knowledge Management and Service Asset and Configuration Management)

The need and benefits of tools that support Service Transition as related to RCV Implementing processes including planning and managing Change, Service Operation, project management, risk management, and staff considerations.

What best practices such as the “Deming Cycle” should be used in order to alleviate challenges and risks when implementing Service Management technologies as well as designing technology architectures.

Exam Format

  • Multiple choice, scenario-based, gradient scored questions.
  • Number of Questions: 8
  • Pass Score: 28/40 or 70%
  • Delivery: Online or Paper Based Examination through an Accredited Training Organization.
  • Exam Duration: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary).
  • Closed Book

Course Fee Includes

  • Pre-course material
  • Accredited course with accredited industry-leading trainer
  • Best quality course materials
  • Comfortable and conducive venues with good transportation links
  • ITIL Examination fee and Certificate
  • Refreshments

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Exam Pledges

Our course materials, training approach and trainers are so good that that we are offering anyone who attends any of our courses the following pledges:

Foundation Pledge

In the most unlikely event of failing the Foundation exam, you will be offered a free Exam retake within 3 months of your original course.

Practitioner Pledge

Should you fail your practitioner exam, we will offer you a free place on any subsequent practitioner course, as long as you pay for the cost of the practitioner exam.

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