ITIL V3 Release, Control and Validation (RCV) Full Certification Online Learning and Study Book Course - The ITIL V3 Intermediate RCV Capability Complete Certification Kit

Foreword......Page 2
How to access the eLearning Program......Page 3
Contents......Page 4
1 Introduction......Page 8
2 IT Service Management......Page 10
2.1 The Four Perspectives (Attributes) of ITSM......Page 11
2.2 Benefits of ITSM......Page 12
2.3 Business and IT Alignment......Page 13
3 What is ITIL®?......Page 16
3.1 The Service Lifecycle......Page 17
3.2 Mapping the Concepts of ITIL® to the Service Lifecycle......Page 19
3.3 How does the Service Lifecycle work?......Page 21
4 Common Terminology......Page 22
4.1 What are Services?......Page 23
4.2 Processes & Functions......Page 32
4.3 Other Terminology......Page 36
5 Relationship between the Release, Control and Validation Processes and the Service Lifecycle
......Page 38
5.1 Service Transition......Page 40
5.2 Objectives of Service Transition......Page 41
5.3 Benefits of Service Transition......Page 42
5.4 Interfaces to other Service Lifecycle Phases......Page 43
6 Release, Control and Validation Processes
......Page 46
6.1 Change Management......Page 48
6.2 Release and Deployment Management......Page 69
6.3 Service Validation and Testing......Page 87
6.4 Scope......Page 88
6.5 Service Evaluation......Page 98
6.6 Request Fulfilment......Page 104
6.7 Service Asset and Configuration Management......Page 109
6.8 Knowledge Management......Page 124
7.1 Generic Roles......Page 134
7.2 Roles within Service Transition......Page 135
8 Technology Considerations......Page 140
8.1 Knowledge Management Tools......Page 142
9 Implementing Release, Control and Validation processes
......Page 144
9.1 The Continual Service Improvement Model......Page 145
9.2 Managing Cultural Change......Page 146
10 Service Transition Summary......Page 148
10.1 Service Transition Scenario......Page 149
10.2 Review Questions......Page 150
11 Checklist for RCV Practices......Page 154
11.1 Service Management as a Practice......Page 155
11.2 Service Transition Principles......Page 156
11.3 Service Transition Processes......Page 157
11.4 Service Transition common operation activities......Page 160
11.5 Organizing Service Transition......Page 161
11.6 Service Transition Technology Considerations......Page 162
11.7 Implementing Service Transition......Page 163
12 Glossary......Page 164
13.1 ITIL® Certification Pathways......Page 168
13.2 ISO/IEC 20000 Pathways......Page 169
14 Answers to Review Questions......Page 170
15 References......Page 172
INDEX......Page 173