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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.
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