• Introduction to Release, Control and Validation (RCV)
  • Introduction
  • Review of concepts
  • Common definitions
  • The purpose, objectives and scope of service transition lifecycle phase
  • The RCV processes in relation to service transition
  • Activities related to overall transition planning and ongoing support

• Change Management
  • End-to-end process flow
  • Policies & design strategy
  • Concepts & activities
  • Interfaces with other processes
  • Measurement model and the metrics
  • Benefits and business value
  • Roles and responsibilities
  • Challenges and risks
  • Case study based workshop

• Service Asset and Configuration Management (SACM)
  • End-to-end process flow
  • Policies & design strategy
  • Concepts & activities
  • Interfaces with other processes
  • Measurement model and the metrics
  • Benefits and business value
  • Roles and responsibilities
  • Challenges and risks
  • Case study based workshop

• Service Validation and Testing (SVT)
  • End-to-end process flow
  • Policies & design strategy
  • Concepts & activities
  • Test modeling techniques and testing concepts
  • Interfaces with other processes
  • Measurement model and the metrics
  • Benefits and business value
  • Challenges and risks
  • Roles and responsibilities
  • Case study based workshop

• Release and Deployment Management (RDM)
  • End-to-end process flow
  • Policies & design strategy
  • Concepts & activities
  • Release and deployment models
  • Interfaces with other processes
  • Measurement model and the metrics
  • Benefits and business value
  • Roles and responsibilities
  • Challenges and risks
  • Case study based workshop

• Request Fulfillment
  • ⦁ End-to-end process flow
  • ⦁ End-to-end process flow
  • ⦁ Policies & design strategy
  • ⦁ Concepts & activities
  • ⦁ Request models
  • ⦁ Interfaces with other processes
  • ⦁ Measurement model and the metrics
  • ⦁ Benefits and business value
  • ⦁ Roles and responsibilities
  • ⦁ Challenges and risks
  ⦁ Case study based workshop

• Change Evaluation
  • End-to-end process flow
  • Policies & design strategy
  • Concepts & activities
  • Perspectives & considerations for effective change evaluation
  • Interfaces with other processes
  • Measurement model and the metrics
  • Benefits and business value
  • Challenges and risks
  • Case study based workshop

• Knowledge Management (KM)
  • End-to-end process flow
  • Policies & design strategy
  • Concepts & activities
  • Perspectives & considerations for effective change evaluation
  • Interfaces with other processes
  • Measurement model and the metrics
  • Benefits and business value
  • Roles and responsibilities
  • Challenges and risks
  • Case study-based workshop

• Technology and Implementation Considerations
  • Technology requirements for service management tools
  • Need and benefits of tools
  • Implementing RCV processes
  • Roles and responsibilities
  • Case study-based workshop

Prerequisites

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission.
Candidates who hold the following ITIL® qualifications are also eligible, and similar evidence will be required:

• Earlier ITIL® (V2) Foundation plus Foundation Bridge

Before attending training for the certification, it is also strongly recommended that candidates read the ITIL® Service Lifecycle core publications and, in particular, the ITIL® Service Operations publication.

Eligibility for Examination

To be eligible for the examination leading to this certification, the candidate must fulfill the following requirements:

• Undertake at least 30 contact hours (hours of instruction, excluding breaks, with an
  Accredited Training Organization (ATO) or an accredited e-learning solution) for this
  syllabus, as part of a formal, approved training course/scheme
• 2 to 4 years professional experience working in IT service management is highly
  desirable
• Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate
  earlier ITIL® and bridge qualifications as mentioned above)
• It is also recommended that candidates should complete a minimum of 12 hours of personal
  study by reviewing the syllabus and the pertinent areas within the ITIL® Service
  Operations core guidance in preparation for the examination, specifically Chapter 2:
  Service management as a practice.

Practice Exam

Two practice examinations are part of this course. The practice exams aim to help participants in passing the certification exam.

Certification Examination

A 90-minute exam is scheduled on the last day of the course, consisting of eight (8) multiple choice, scenario-based, gradient scored questions. Candidates will be also be given a sample exam to prepare themselves. Candidates must achieve 70% marks (28 out of 40) to receive their certificate.

ITIL® Credits Assigned

After passing the examination, candidates will earn four (4) credits within the ITIL® Certification Scheme.

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