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Nos formations :
Formation ITIL® 3/2011 Capability, Release, Control & Validation, certification
tutorat inclus
E-learning
100% à distance
- Programme
- Participants / Prérequis
ITIL® is comprised of five core publications: Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operations (SO) and Continual Service Improvement (CSI). It promotes alignment with the business as well as improvement in operational efficiency. The official ITIL® qualification scheme, owned by AXELOS, describes two streams, the Service Lifecycle Stream and the Service Capability Stream: - The Service Lifecycle Stream focuses on ITIL® practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the processes and practice elements used within it. - The Service Capability Stream is for those who wish to obtain an in-depth understanding of specific ITIL® processes and roles. The primary focus is on process activities, process execution, and the use throughout the IT Service Lifecycle. The ITIL® Intermediate Qualification: Release, Control and Validation (RCV) Certificate is a free-standing qualification, but is also part of the ITIL® Intermediate Capability Stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management. The ITIL® Certificate in Release, Control and Validation is intended to enable the holders of the certificate to apply the practices during the Service Management Lifecycle and specifically in the following key ITIL® process, role and function areas: Change Management, Service Asset and Configuration Management, Service Validation and Testing, Release and Deployment Management, Request Fulfilment, Change Evaluation, and Knowledge Management.
Objectifs pédagogiques
À l’issue de la formation, le participant sera en mesure de :- Importance of Service Management as a practice concept and Service
- Transition principles, purpose and objective
- Importance of ITIL®
- Release, Control and Validation while providing service
- How all processes in ITIL®
- RCV interact with other Service Lifecycle Processes
- What are the processes, activities, methods and functions used in each of the ITIL® RCV processes
- How to use the ITIL® RCV processes, activities and functions to achieve operational excellence
- How to measure ITIL® RCV
- The importance of IT security and its contributions to RCV
- The technology and implementation considerations surrounding ITIL® RCV
- Change Management as a capability to realize successful service transition
- RCV as a capability to ensure the integrity and the quality of service transition
- Service Asset and Configuration Management as a capability to monitor the
- state of Service Transition. Knowledge Management as part of enhancing
- ongoing management decision support and service delivery capability
- Request Fulfilment and Change Evaluation to ensure meeting committed service level performance
- RCV process roles and responsibilities
Examen
Méthodes pédagogiques
Certification
COURSE INTRODUCTION
- Release, Control and Validation
- Service Transition Purpose
- Scope, Transition strategy
- Lifecycle Stages
- Transition preparation
- Planning and coordination
- Transition support
- ITIL® Certification Scheme
CHANGE MANAGEMENT
- Introduction, Purpose, Objectives
- Scope and Value
- Policies and Planning
- Types of RFC
- Changes across the Lifecycle
- Change proposals
- Process models and Standard Changes
- Remediation Planning
- Activities
- Impact and risk matrix
- Priorities, scheduling
- Authorize, Build and Test
- Review and close
- The CAB, Emergency Changes
- Triggers, Inputs, Outputs, Interfaces
- Information Management
- CSF’s and KPI’s, Challenges and Risks
- Manage Change in SO
- CSI and Organizational Change
SERVICE ASSET AND CONFIGURATION MANAGEMENT
- Introduction, Purpose, Objectives
- Scope and Value
- Policies and Principles, Basic Concepts
- The CMS, Libraries, Baselines and Snapshots
- Asset Management, Activities
- Triggers, Inputs, Outputs, Interfaces
- Information Management
- CSF’s and KPI’s, Challenges and Risks
- Service Operation
SERVICE VALIDATION AND TESTING
- Introduction, Purpose, Objectives
- Scope and Value
- Policies, Inputs from SD
- Service Quality and Assurance
- Test Strategy and Models
- Validation Conditions
- Perspectives, Levels of Testing, Activities
- Triggers, Inputs, Outputs, Interfaces
- Information Management
- CSF’s and KPI’s, Challenges and Risks
RELEASE AND DEPLOY
- Introduction, Purpose, Objectives
- Scope and Value, Policies, Release Unit,
- Approaches, Release Package, Activities
- Inputs, Outputs, Interfaces
- Information Management
- CSF’s and KPI’s, Challenges and Risks
REQUEST FULFILLMENT
- Introduction, Purpose, Objectives
- Scope and Value, Policies & Principles
- Activities
- Triggers, Inputs, Outputs, Interfaces
- Information Management
- CSF’s and KPI’s, Challenges and Risks
CHANGE EVALUATION
- Introduction, Purpose, Objectives
- Scope and Value, Policies & Principles
- Key Terms, Activities
- Triggers, Inputs, Outputs, Interfaces
- Information Management
- CSF’s and KPI’s, Challenges and Risks
KNOWLEDGE MANAGEMENT
- Introduction, Purpose, Objectives
- Scope and Value
- DIKW structure, Information Management
- Knowledge Management
- Strategy and Knowledge Transfer, The SKMS
- Triggers, Inputs, Outputs, Interfaces
- CSF’s and KPI’s, Challenges and Risks
- CSI
ROLES AND RESPONSIBILITIES
- Functions and Service Transition
- Roles in ITIL®
- Generic Roles
- Process Roles
