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Education Bureau Registration No.:575690
   
 
 
   
 
 
 
 

ITIL® Intermediate Qualification

 
 
 

ITIL® Intermediate Qualification: Release, Control and Validation (RCV)

(earn 4 point towards the ITIL® Expert Certification, updated to the latest ITIL® 2011 edition)

 
       
 
 
Why ITIL® Intermediate Certification: Release, Control and Validation (RCV)?
1. Thousands of candidates are ITIL® Foundation certified - you want to stand out in the crowd
   
2. ITIL® Intermediate Certification: Release, Control and Validation (RCV) will not expire.
   
3. As a standing point towards the ITIL® Expert certification (required 22 points, the certificate is worth 4 points). (Read more ...)
   
4. To claim PDU for PMP®.
Why Great Learning?
1. We are the IT soft skill specialist, highly experienced in delivering complicated and conceptual knowledge in an effective way.

 

 

 
       
  Course Objectives:    
 

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

  • Service Management as a Practice
  • Processes across the Service Lifecycle pertaining to the capability of Release, Control and Validation management
  • Change management as a capability to realise successful service transition
  • Service validation and testing as a capability to assure 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 the on-going management decision support and service delivery capability
  • Service request fulfilment and evaluation to assure meeting committed service level performance
  • Common Service Operation activities for supporting the service management Lifecycle
  • Release Control and Validation process roles and responsibilities
  • Technology and Implementation Considerations
  • Challenges, Critical Success Factors and risks.

And specifically in the following key ITIL® process and role areas:

  • Change management
  • Service release and deployment management
  • Service validation and testing
  • Service asset and configuration management
  • Knowledge management
  • Request fulfilment
  • Service Evaluation.
   
       
  Target Students:    
 
  • Individuals who have attained the ITIL® Foundation certificate in Service Management and who wish to advance to higher level ITIL® certifications
  • Individuals who require a deep understanding of ITIL® Certificate in Release, Control and Validation processes and how it may be used to enhance the quality of IT service support within an organization
  • IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about and thereafter contribute to an ongoing service improvement programme
  • Operational staff involved in Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfillment, Service Evaluation and Knowledge Management, who wish to enhance their role-based capabilities.
   
       
  Course Duration:    
  30 hours / 10 sessions    
       
  Language:    
  Cantonese with English terms    
       
  Prerequisites:    
  Those who are ITIL® v3 or 2011 Foundation Certified    
       
  Trainer:    
  ITIL® Approved Trainer    
       
 

Course Contents:

   
 

Learning Unit RCV01: Introduction to Release, Control and Validation (RCV)
• The concept of Service Management as a practice and how it delivers value to customers and the
business
• The underpinning processes and functions that support the Service Lifecycle
• What makes up the Service Capability RCV cluster (i.e. which stages of the Service Lifecycle
contribute to this capability and how they interact) and its specific focus on Service Transition.

Learning Unit RCV02: Change Management
• The end-to-end process flow for Change Management inclusive of its design strategy,
components, activities, roles and operation including its organizational structure and the interfaces
with other processes
• A measurement model and the metrics that would be used to support Change Management within
RCV practices
• The benefits and business value that can be gained from Change Management

Learning Unit RCV03: Service Asset and Configuration Management
• The end-to-end process flow for Asset and Configuration Management inclusive of its design
strategy, components, activities, roles and operation including its organizational structure and the
interfaces with other processes
• A measurement model and the metrics that would be used to support Service Asset and
Configuration Management within RCV practices
• The benefits and business value that can be gained from Service Asset and Configuration
Management

Learning Unit RCV04: Service Validation and Testing (SVT)
• The end-to-end process flow for SVT process inclusive of its design strategy, components,
activities, roles and operation including its organizational structure as well and the interfaces with
other processes
• SVT testing perspectives (e.g. Test requirement, conditions, environments, data, etc.) and how
these test components are used to ensure service quality
• The benefits and business value that can be gained from SVT as related to RCV

Learning Unit RCV05: Release and Deployment Management
• The end-to-end process flow for Release and Deployment Management inclusive of its design
strategy, components, activities, roles and operation including its organizational structure and the
interfaces with other processes
• The Release and Deployment model and related activities (e.g. design, planning, build, pilots, test,
transfer, deployment, retirement, etc.) and how these activities ensure service quality
• The benefits and business value that can be gained from Release and Deployment Management

Learning Unit RCV06: Request Fulfilment
• The end-to-end process flow for Request Fulfillment inclusive of its design strategy, components,
activities, roles and operation including its organizational structure and the interfaces with other
processes (e.g. Incident and Release)
• The Request Fulfilment model and related activities (e.g. effectiveness of designs, changes,
performance, etc.) and provide examples of how these activities help to ensure Quality Service
within RCV
• The benefits and business value that can be gained from Request Fulfillment Management

Learning Unit RCV07: Evaluation
• The end-to-end process flow for Evaluation inclusive of its design strategy, components, activities,
roles and operation including its organizational structure and the interfaces with other processes
• The Evaluation model and related activities (e.g. effectiveness of designs, changes, performance,
etc.) and how these activities help to ensure service quality

Learning Unit RCV08: Knowledge Management
• The end-to-end process flow for Knowledge Management inclusive of its design strategy,
components, activities, roles and operation including its organizational structure and the interfaces
with other processes (e.g. CSI processes)
• The Knowledge Management model and related activities (e.g. DIKW, stakeholder management,
metrics, etc.) and how these activities help to ensure service quality
• The benefits and business value that can be gained from Knowledge Management

Learning Unit RCV09: Release, Control and Validation Roles and Responsibilities
• The roles and responsibilities related to Change Management, Service Asset and Configuration
Management, Service Validation and Testing, Release and Deployment Management, Request
Fulfillment, Evaluation, and Knowledge Management. Where and how these are used, as well as,
how they fit within the Service Transition organization

Learning Unit RCV10: Technology and Implementation Considerations
• The technology requirements for Service Management tools, where how these would be used
within RCV for process implementation (e.g. Knowledge Management and Service Asset and
Configuration Management)
• The need and benefits of tools that support Service Transition as related to RCV
• Implementing processes including planning and managing Change, Service Operation, project
management, risk management, and staff considerations.
• What best practices such as the “Deming Cycle” should be used in order to alleviate challenges
and risks when implementing Service Management technologies as well as designing technology
architectures.

   
       
  Courseware:    
  Accredited notes, exercise, and sample questions    
       
  Fee:    
  Price: HK$ 10,200 (include HK$3,600 exam fee)    
       
  Examination:    
 

Fee: included
Format: multiple choice, scenario-based, gradient scored questions. Closed book
Number of Questions: 8
Pass Score: 28/40 or 70%
Delivery: organized by Great Learning Education Centre
Exam Duration: 120 minutes

Paper and E-certificate will be granted after candidate passed the exam.

   
       
       
  Enrollment for ITIL® Intermediate Qualification: Release, Control and Validation (RCV)    
 

 
Schedule:
4, 11, 18, 25 Jan 2014 (Saturday)
1:00 - 8:00 p.m.; 12:00 - 9:00 p.m.
Exam date: to be confirmed
Price: HK$ 10,200 (include HK$3,600 exam fee)

 
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