| Course Code: |
MQ 571 |
| Course Abstract: |
To implement new services in a controlled and cost-effective manner, IT departments must successfully implement Release, Control and Validation (RCV) best practices. This five (5) day course provides in-depth knowledge of the ITIL® RCV areas: Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfillment, Service Evaluation and Knowledge Management.
Exam and Certification:
Successfully passing the 90 minute, exam consisting of eight (8) complex, multi-part, multiple choice scenario-based gradient scored questions leads to the ITIL® Intermediate Certificate in Release, Control and Validation. Class earns four (4) credits of the 22 required to achieve the ITIL Expert™.
Project Management Institute (PMI®) Professional Development Units:
You will earn 38 contact hours or Professional Development Units (PDUs) upon completion of this course.
ITIL Expert™:
Successful candidates earn four (4) credits of the 22 required to achieve the ITIL Expert™ Certification.
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| Audience: |
This course is designed for individuals who are IT operational staff involved in ITIL® V3 RCV best practices who are wishing to increase their release, control and validation capabilities and knowledge in order to enhance the quality of IT service support within their organization.
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| Duration: |
5 days |
| Learning Outcomes: |
Upon completion of this course, the participant will be able to:
> Know Service Management as a Practice
> Apply the processes within the Service Lifecycle pertaining to Release, Control and Validation;
Change Management
Service Asset and Configuration Management
Knowledge Management
Release Management
Service Validation and Testing
Evaluation and Request Fulfillment
> Know the business value of implementing each process in an organization
> Learn the objectives and basic concepts related to each process
> Practice activities and roles involved in each process and their relationship to other processes
> Know technology and implementation considerations
> Apply continual service improvement
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| Course Topics: |
The course brings V3 processes and concepts to life. Within a virtual business environment, a new web service is introduced and then, as a group, we guide the service through its strategy, design, transition, operation and continual improvement within a virtual business environment.
Also included are Memory Games and Study Aides, designed to help everyone grasp key vocabulary, reinforce key learning points and familiarize learners with the exam question style. They include fill in the blank, matching and exam prep questions. Some are completed as interactive in-class exercises and some are utilized as homework.
This virtualization successfully enables active learning by encouraging the participants to:
Discuss and understand pure ITIL® concepts
Apply concepts to a “neutral” real world situation
Learn different perspectives
Reinforce examinable concepts
Understand the differences betweenV2 and V3
Explore the Service Lifecycle
Understand V3 Key Terms and Concepts
Deliverables:
Five (5) Days Instructor Led Training and Exercise Facilitation (38 Class Hours/20 Study Hours)
Learner Manual (excellent post-class reference)
Study Aids and Sample Exams
Participation in Living the Lifecycle™ – A Unique Series of Case Study-Based Exercises
Exam Preparation
In-Class Certification Exam
Note: The RCV exam is a very challenging test. This course requires a minimum 12 hours of personal study, including pre-reading.
Upon registration, learners will be provided the pre-course reading list which includes the case study and process chapters from the appropriate ITIL® book(s).
Learners need access to the full ITIL® Lifecycle suite for the pre-reading and will need to bring the Service Transition book to class.
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| Prerequisites: |
The ITIL® Version 3 Foundation Certification in IT Service Management - obtained through ITIL® V3 Foundation or Foundation Bridge Course
Two (2) to four (4) years professional experience with service management
Completed at a minimum 12 hours of personal study - ideally, candidates should have read the pertinent areas of the ITIL® Lifecycle Suite, and in particular the chapters from the Service Transition book, which are assigned upon SOW execution
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