Blended ITIL Release, Control, and Validation Capability Course (RCVBL)

Course Description Schedule Course Outline
 

Who should attend

The Release, Control, and Validation Capability course will be of interest to:

  • Individuals who have their ITIL Foundation certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) and want to purse the Intermediate and Advanced level ITIL certifications.
  • Individuals and/or operational staff who require a comprehensive, practical understanding of the Release, Control, and Validation processes and how these may be used to enhance the quality of IT service support within an organization.

Course Description

Fast Lane’s Blended Release, Control, and Validation (RCV) training course uses an optimal mix of training methods to achieve your training and certification objectives in a way that is convenient, effective, and economical. Learners obtain the “knowing” component of the course by completing 10 hours of self-paced e-learning in their own time and at their own pace.

After completing the e-learning component of the course, the program taps into the natural strengths of the classroom. In 2.5 days, you learn to “apply” the knowledge through a combination of case studies, assignments, and role playing.

This ITIL Intermediate course immerses learners in the practical aspects of the ITIL Service Lifecycle and processes associated with the Release, Control, and Validation 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.

The Course includes the opportunity to take the exam at the end of class, and if necessary, Fast Lane will provide you with a free re-take.

Prerequisites

Candidates for this course must:

  • Hold an ITIL Foundation certificate or ITIL v2 Foundation + v3 Foundation Bridge certificate.
  • There is no minimum mandatory requirement but 2 to 4 years’ professional experience working in IT Service Management is highly desirable.

It is also strongly recommended that candidates:

  • Demonstrate familiarity with IT terminology and understand the context of Release, Control, and Validation management in their own business environment.
  • Have some experience 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, and Service Validation and Testing)

It is recommended that learners should complete at least 12 hours of personal study by reviewing the syllabus and the ITIL Service Lifecycle core publications, particularly the Service Transition and Service Operation books, in advance of attending training for the certification. The syllabus can be downloaded from http://www.itil-officialsite.com/Qualifications/ITILV3QualificationScheme.asp.

Course Objectives

At the end of this course, the learner will gain competencies in:

  • Understanding Service Management as a practice and the principles, purposes, and objectives of Service Transition.
  • Knowing the important role of Release, Control, and Validation in service provision and understanding how the in-scope processes interact with other Service Lifecycle processes.
  • Comprehending the activities, methods, and functions used in each of the Release, Control, and Validation processes.
  • Knowing how to apply Release, Control, and Validation processes, activities, and functions to achieve operational excellence.
  • Measuring Release, Control, and Validation performance.
  • Understanding the importance of IT security and how it supports Release, Control, and Validation.
  • Understanding technology and implementation requirements in support of Release, Control, and Validation
  • Comprehending the challenges, Critical Success Factors, and risks related to Release, Control, and Validation.

Comments

Practical Information About the Course:

  • A maximum of 18 people can attend this course with 1 instructor; more students require a second instructor.
  • Learners have to provide their ITIL certificate numbers before the start of the course.
  • Learners are expected to complete the e-learning modules prior to joining the classroom/virtual classroom sessions as the classroom sessions build upon the knowledge provided in the e-learning modules.
  • Classroom/virtual classroom sessions run from 08:00 – 5:00 on days 1 and 2. The third day ends at 12.00.
  • After the classroom sessions, there is one more e-learning module to complete; the exam preparation module.
  • The exam can be scheduled at a time and date convenient to learners after the (virtual) classroom sessions.
  • The e-learning modules and virtual classroom environment require a high-speed Internet connection, Internet Explorer 7.0 or higher, a headset, and a microphone.
  • The instructor is available throughout the program to support learners with their e-learning modules. The instructor can be reached via telephone or e-mail.

Course Learner Material:

  • Learners receive a copy of the classroom presentation material, practice exam, case study, homework, and assignments.
  • Learners receive a PDF with additional course reference material (about 600 pages). This material is formatted for an e-reader, allowing students to read it on an e-book device.
  • Learners receive a login and password for the e-learning modules a few weeks before the (virtual) classroom course starts. The e-learning materials are available for 2 years after completion of the course.

About the Examination:

  • Evidence of ITIL Foundation certificate or ITIL v2 Foundation + v3 Foundation Bridge certificate and completion of the Release, Control, and Validation Capability course from an Accredited Training Provider are required to sit for the exam
  • The exam is a closed-book exam with eight (8) multiple-choice, scenario-based, gradient-scored questions.
  • The exam duration is a maximum of 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first are allowed a maximum of 120 minutes and the use of a dictionary).
  • Each question has 4 possible answer options; one that is worth 5 marks, one that is worth 3 marks, one that is worth 1 mark, and one that is a distracter and receives no marks.
  • The pass score is 28/40 or 70%.

Credits:

  • On successfully passing the ITIL Release, Control, and Validation Capability exam, the student will be recognized with 4 credits in the ITIL Qualification scheme.
  • Project Management Institute – Professional Development Units (PDUs) = 30

Detailed Course Outline

INTRODUCTIONS

  • Unique Nature of the Course
  • Course Learning Objectives
  • Course Agenda
  • Concept of Service
  • Concept of Service Management
  • Function, Process, and Role
  • Specific Roles in the Process
  • Sole of RCV in the Service Lifecycle

UNIT 1: CHANGE MANAGEMENT

  • Purpose, Goals, and Objective
  • Scope of The Process
  • Business Value of the Process
  • Policies, Principles, and Basic Concepts
  • Main Activities, Methods, and Techniques of the Process and its Relationship with RCV
  • Triggers, Inputs, Outputs, and Interfaces with Other Processes
  • Process Measurement
  • Roles and Responsibilities of the Process
  • Service Operation Activities in the Process
  • Relationship Between CSI and Organizational Change
  • Sample Test Question

UNIT 2: SERVICE ASSET AND CONFIGURATION MANAGEMENT

  • Purpose, Goals, and Objective
  • Scope of the Process
  • Business Value of the Process
  • Policies, Principles, and Basic Concepts
  • Main Activities, Methods, and Techniques of the Process and Its Relationship with RCV
  • Triggers and Interfaces with Other Processes
  • Information Management
  • Process Measurement
  • Roles and Responsibilities in the Process
  • Group/Individual Exercise
  • Sample Test Question

UNIT 3: RELEASE AND DEPLOYMENT MANAGEMENT

  • Purpose, Goal, and Objectives
  • Scope of the Process
  • Business Value of the Process
  • Release Unit and Release Design Options and Considerations
  • Release and Deployment Planning Approach
  • Triggers, Inputs, Outputs, and Interfaces with Other Processes
  • Recording and Maintaining Service Deployment information
  • Process Measurement
  • Roles and Responsibilities
  • Challenges, Risks, and Critical Success Factors
  • Group/Individual Exercise
  • Sample Test Questions

UNIT 4: SERVICE VALIDATION AND TESTING

  • Purpose, Goal, and Objectives
  • Scope of the Process and Value to Business
  • Policies, Principles, and Basic Concepts
  • Test Models, Test Levels, Validation, and Testing Perspectives
  • Main Activities, Methods, Techniques, and How the Process Relates To RCV
  • Triggers, Inputs, Outputs, and Interfaces with Other Processes
  • Test Data and Test Environments
  • Process Measurement
  • Roles and Responsibilities
  • Group/Individual Exercise
  • Sample Test Question

UNIT 5: REQUEST FULFILMENT

  • Purpose, Objectives, and Scope
  • Establishing a Self-Help Service Practice
  • Request Fulfilment and Other Service Operation Processes
  • Challenges, Risks, and CSFs
  • Roles and Responsibilities
  • Group/Individual Exercise

UNIT 6: SERVICE EVALUATION

  • Purpose, Goals, Objectives, and Scope
  • Service Evaluation Process Activities and Terminology
  • Effects of Changes and Evaluation of Their Effectiveness
  • Risk Management and Mitigation
  • Service Evaluation Challenges
  • Role and Responsibilities
  • Group/Individual Exercise
  • Sample Test Question

UNIT 7: KNOWLEDGE MANAGEMENT

  • Purpose, Goal, Objectives, and Scope
  • Business Value of the Process
  • Basics of the Knowledge Management Concept and an Effective Knowledge Management Strategy
  • Data and Information Management
  • Importance of Stakeholder Groups Within the IT Service Management Organization
  • Process Measurement
  • Relationship Between CSI and Knowledge Management
  • Role and Responsibilities
  • Group/Individual Exercise
  • Sample Test Question

UNIT 8: TECHNOLOGY AND IMPLEMENTATION MANAGEMENT

  • Generic Requirements for Technology
  • Evaluation Criteria for Technology and Tooling
  • Good Practices for Implementation
  • Challenges, CSFs, and Risks
  • Planning and Implementing Service Management Technologies
  • Technology Considerations
  • Use of the Deming Cycle in RCV Processes
  • Group/Individual Exercise
  • Sample Test Question

UNIT 9: EXAM PREPARATION GUIDE

  • Overview
  • Mock Exam 1
  • Mock Exam 2
Classroom Training

Duration 2.5 days

Price
  • United States: US$ 2,895
Enroll now
Online Training

Duration 2.5 days

Price
  • United States: US$ 2,895
Enroll now