ITIL® Release, Control & Validation (RCV) eLearning - Syllabus - $699.00

  • Accredited by PeopleCert

  • Credits awarded: 4

  • 30 hours of course material

  • FREE exam voucher

  • Practice exams

  • Instant 6 months access

This eLearning course contains all the learning materials you need in order to prepare for the ITIL Operational Support & Analysis exam.

Our course has been accredited by PeopleCert, who are licensed by AXELOS as an Examination Institute for the ITIL® Release, Control & Validation Certificate in IT Service Management.

The official mock exams are provided and the course includes a module on how to approach these, working through some examples.

In addition to the resources provided, the examination guidance recommends that candidates should complete at least 30 hours of personal study. You will also have the option to get help from the Good E-Learning tutors at any time!

 

Full Details of our ITIL RCV Course:

Each of the syllabus areas will be covered in a module of the course; each module may contain a number of lessons, dependent on the areas covered.

Browse the contents of this eLearning course by clicking on a module title below that you would like to know more about. Why not try a free trial module of our course before you buy!

  • Module 1: Introduction to Release, Control & Validation

    • This module provides an introduction to the purpose and objectives of the service transition phase and the role that RCV plays within that phase and within the service life-cycle.

      Considerations for developing a transition strategy and planning and coordinating service transition activities are explored, including associated roles and responsibilities.

      The candidate must be able to understand and describe:

      Purpose and objectives of service transition
      Scope of the service transition phase in relation to the RCV processes, its value to the business and how the RCV processes interact with processes within other lifecycle stages
      Defining service transition lifecycle stages
      The key initiatives that are important for an effective preparation for service transition
      The approach and best practices in planning and coordinating service transition activities
      How service transition provides transition process support to stakeholders

  • Module 2: Change Management

    • This module addresses how the process of change management contributes to RCV practices.

      The life-cycle stage emphasized in this module is service transition. A complete overview of the purpose, objectives, scope and importance of change management as a process to generate business value is explored and demonstrated using examples.

      Change management policies, principles, concepts, activities, methods and techniques are explained in relation to RCV practices, and especially in relation to types of change requests and how they flow through the process. Efficient use of change management metrics are reviewed in this unit, as well as how service operation and continual service improvement interacts with change management.

      The candidate must be able to understand and describe:

      The purpose 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 situations
      Change management policies, and its design and planning considerations
      Types of change request, and describe them using examples by service lifecycle stage; distinguish changes, requests for change (RFCs) and change records
      The role of change models, change proposals and standard changes
      The options and considerations for remediation planning
      Typical activities involved in 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
      The role of the configuration management system (CMS) in change management
      How change management can be effectively measured, and examples of critical success factors and key performance indicators
      The challenges and risks of change management
      Typical change management activities that may be performed on a day-to-day basis during the service operation lifecycle stage
      Managing organization and stakeholder change as an essential part of continual improvement

  • Module 3: Service Asset and Configuration Management

    • This module expands on how the process of service asset and configuration management (SACM) contributes to RCV practices.

      The life-cycle phase emphasized in this module is service transition. It provides a complete overview of the purpose, objectives, scope and importance of SACM as a process to generate business value.

      SACM policies, principles, concepts, activities, methods and techniques are explained in relation to RCV practices. The importance and use of configuration items (CIs) is explained, along with tools, activity models, CMS back-ups and historical data.

      Efficient use of SACM metrics are reviewed in this module, as well as how service operation interacts with SACM.

      The candidate must be able to understand and describe:

      The purpose and objectives of the SACM process
      The scope of SACM
      The business value of the SACM process, and demonstrate some practical examples in real-life situations
      SACM policies and basic concepts and various types of CIs
      The use of a configuration management system (CMS), and its major components, in supporting the effective execution of SACM process
      The activities of asset management, the role of software asset management and associated tools
      The key SACM process activities and deliverables for executing each of these activities
      The SACM process triggers, inputs, outputs and interfaces with other processes
      The information management considerations for SACM & the challenges and risks of SACM
      How the SACM process can be effectively measured, and examples of critical success factors and key performance indicators and their application
      Typical SACM activities performed on a daily basis by service operation

  • Module 4: Service Validation and Testing

    • This module introduces the service validation and testing (SVT) process and looks at how it contributes to RCV.

      It provides a complete overview of the purpose, objectives, scope and importance of SVT as a process, the various test models, test and validation conditions. SVT policies, principles, concepts, activities, methods and techniques are explained in relation to RCV practices and building/achieving quality of service.

      Efficient use of SVT metrics is reviewed in this module in terms of business value contribution and internal efficiency.

      The candidate must be able to understand and describe:

      The purpose and objectives of the SVT process
      The scope of the SVT process
      The business value of the SVT process, and demonstrate some practical examples in real-life situations
      How policies can drive and support the execution of the SVT process, and describe practical examples of such policies
      Various test models, their objectives and test conditions, and examples of validation conditions
      Various validation and testing perspectives, their purposes and the stakeholder groups ’ requirements to be addressed
      The use of test levels and test models to help with build quality service deliverables during the early stage of the service development lifecycle
      The key activities of the SVT process, the underlying method and techniques in performing each step
      The SVT process triggers, inputs, outputs and interface 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 examples of critical success factors and key performance indicators
      The challenges and risks of SVT

  • Module 5: Release and Deployment Management

    • This module covers how the release and deployment management (RDM) process contributes to RCV practices.

      It provides a complete overview of the purpose, objectives, scope and importance of release and deployment management as a process to generate business value.

      Release and deployment management policies, principles, concepts, activities, methods and techniques are explained in relationship to RCV practices. The concept of the release module is explained, along with RDM planning, release build and test, pilots, deployment, logistics, delivery, retirement, risks and financials.

      Efficient use of RDM critical success factors and key performance indicators are reviewed.

      The candidate must be able to understand and describe:

      The purpose, and objectives of the RDM process
      The scope of the RDM process
      The business value of the RDM process
      RDM policies, the concept of a release unit, release design options and considerations, and models
      The four phases of RDM
      Release and deployment planning considerations
      Release and deployment plans
      Pass/fail criteria
      Build and test planning
      Planning release packaging and build
      Preparation for release build and test
      Deployment planning
      Planning of pilots
      Financial/commercial planning
      The key steps and techniques for performing the release build and test stage
      Release and build documentation
      Acquire and test input configuration items and components
      Build and manage the test

  • Module 6: Request Fulfillment

    • This module looks at how the request fulfilment process contributes to RCV practices.

      The life-cycle phase emphasized in this unit is service operation. A complete overview of the purpose, objectives, scope and importance of request fulfillment as a process, as well as of how request fulfillment may help to establish a self-help service practice within an organization.

      Request fulfillment policies, principles, concepts, activities, methods and techniques are explained in relation to RCV practices. The relationship between request fulfillment and release and deployment management is explored, as well as how it differs from incident management.

      The candidate must be able to understand and describe:

      The purpose, objectives and scope of the request fulfillment process
      The business value of the request fulfillment process
      Request fulfillment policies, principles and basic concepts
      Request fulfillment activities and demonstrate some practical examples of service requests that can be offered as standard services by category
      Request fulfillment process triggers, inputs, outputs and interfaces (particularly with RDM, SACM and change management)
      Information required by the request fulfillment process
      How request fulfillment can be effectively measured, and examples of critical success factors and key performance indicators
      Challenges and risks pertaining to request fulfillment

  • Module 7: Change Evaluation

    • This module covers the change evaluation process of service transition and how it contributes to RCV and provides a complete overview of the purpose, objectives, scope and importance of change evaluation as a process.

      Change evaluation policies, principles, concepts, activities, methods, and techniques are explained in relation to RCV practices.

      The evaluation of predicted and actual service performance and their relation to risk management is also discussed.

      The candidate must be able to understand and describe:

      The purpose, objectives and scope of the change evaluation process
      The business value of the change evaluation process
      Change evaluation policies, principles and use of the Plan-Do-Check-Act model
      Change evaluation process terminology and typical change evaluation process workflow
      Perspectives to consider when executing an evaluation plan, the intended and unintended effect of a change, and factors for evaluating the effectiveness of a service change
      The evaluation of predicted service performance and actual performance and of risk management
      How this can impact the course of actions for the overall service design / change evaluation
      Evaluation report contents
      Change evaluation process triggers, inputs, outputs and interfaces
      The role of the SKMS and CMS
      How change evaluation can be effectively measured, and examples of critical success factors and key performance indicators
      Challenges and risks pertaining to change evaluation

  • Module 8: Knowledge Management

    • This module deals with how the KM process contributes to RCV practices. It covers a complete overview of the purpose, objectives, scope and importance of KM as a process, and the benefits of deploying a service knowledge management system (SKMS).

      The basic layers of the KM concept using the data-information-knowledge-wisdom (DIKW) structure are covered, as well as what constitutes an effective KM strategy with practical techniques for enabling knowledge transfer.

      It covers KM policies, principles, concepts, activities, methods and in relation to RCV practices and the importance of the stakeholder groups. Efficient use of KM critical success factors and key performance indicators are reviewed.

      The candidate must be able to understand and describe:

      The purpose, objectives and scope of the KM process
      The business value of the KM process, especially in the context of service transition
      KM policies and use of DIKW structure. The SKMS and its relationship with the CMDB and CMS, using examples
      KM activities and practical techniques for enabling a KM strategy, knowledge transfer and the effective management of data, information and knowledge
      Demonstrate the benefits of using an SKMS through examples
      KM process triggers, inputs, outputs and interfaces. The stakeholder groups within the IT service management organization whose support is needed for effective knowledge management.
      Information management aspects to consider when creating an SKMS
      How KM can be effectively measured, and examples of critical success factors and key performance indicators
      Challenges and risks pertaining to KM

  • Module 9: RCV Roles and Responsibilities

    • This module deals with how service transition roles and responsibilities contribute to RCV practices.

      It defines and discusses change management, release and deployment management, service validation and testing, service asset and configuration management, knowledge management, request fulfillment and change evaluation roles/functions that are responsible for executing each step of the process.

      The candidate must be able to understand and describe:

      Generic roles involved in service transition
      The key roles/functions responsible for executing each process step
      Generic roles in service transition
      Transition planning and support
      Change management
      Service asset and configuration management
      Release and deployment management
      Service validation and testing
      Request fulfillment
      Change evaluation
      Knowledge management

  • Module 10: Technology and Implementation Considerations

    • This module deals with technology and implementation considerations and how they contribute to RCV practices.

      Service design is specifically used to identify good practices and evaluation criteria for technology and tools. Service operation provides the specifics on managing changes in operations, service operation and project management, assessing and managing risk in service operation, operational staff in service design and transition and planning and implementing service management technology.

      Service transition provides the specifics on the technology considerations for implementing and collaboration for service asset and configuration management and knowledge management.

      The candidate must be able to understand and describe:

      The list of generic requirements for integrated ITSM technology
      The evaluation criteria for service management tools for process implementation
      The RCV practices for process implementation
      Managing change in operations
      Service operation and project management
      Assessing and managing risk in service operation
      Operational staff in service design and transition
      The challenges, critical success factors and risks relating to implementing service transition practices and processes
      How to plan and implement service management technologies
      The technology considerations for implementing the following processes and activities
      Knowledge management tools, collaboration, and configuration management system

  • Module 11: Exam Preparation

    • This module summarizes the material covered in the previous modules and prepares candidates for the examination.

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