ITIL 2011 Release, Control and Validation

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O curso ITIL Release, Control and Validation pertence à vertente Intermediate Capability da certificação do ITIL. O curso prepara os candidatos para realizar o exame ITIL Release, Control and Validation, bem como fornece conhecimentos valiosos que podem ser implementados no ambiente de trabalho.

No final deste curso, os formandos conhecerão:

  • O propósito, meta e o objetivo do Processo Change Management
  • O propósito, meta e objectivo do processo de Service Asset and Configuration Management
  • O utilização do Configutation Management System e seus principais componentes
  • O propósito, meta e objectivo e do processo Release and Deployment Management
  • O propósito, meta e o objectivo do processo Service Validation and Testing
  • O propósito, meta e o objectivo do processo Knowledge Management
  • O propósito, meta e o objectivo do processo Service evaluation

Destinatários

Gestores de TI, equipas operacionais, e qualquer um que necessite um conhecimento mais profundo ou que esteja envolvido no processo e funções relacionadas com a planificação, controle e validação de alterações.

Pré-Requisitos

Certificado ITIL Foundation e, de preferência, dois anos de experiência profissional em ambiente de Gestão de Serviços de TI.

Programa

  • Course Introduction
  • Change Management
  • Service Asset and Configuration Management
  • Release and Deployment Management
  • Service Validation and Testing

Course Introduction

  • Introduction/Housekeeping
  • Service Management as a practice
  • Service, its value proposition and composition
  • Functions and processes across the lifecycle
  • The role of processes in the Service Lifecycle
  • How Service Management creates business value
  • How Release Control and Validation supports the Service Lifecycle

Change Management

  • Purpose, goal, objectives & scope
  • Value to business and to the Service Lifecycle
  • Policies, principles and basic concepts
  • Types of Change Requests
  • Triggers, inputs, outputs and interfaces with other processes
  • How to measure effectively, metrics and their applications
  • Activities and the Service Operation Lifecycle stage
  • The relationship between Continual Service Improvement and organizational change

Service Asset and Configuration Management

  • Purpose, goal and objectives & scope
  • Value to business and to the Service Lifecycle
  • Policies, principles and basic concepts
  • The use of a Configuration Management System (CMS)
  • Process activities, tools and deliverables
  • The considerations for retaining CMS back-up and historical data for business purposes
  • How to measure effectively, metrics and their application
  • Activities and the Service Operation Lifecycle stage

Release and Deployment Management

  • Purpose, goal and objectives & scope
  • Release Unit, Release Design options and considerations
  • Release and Deployment planning
  • Developing the detailed implementation plan for release deployment
  • Support after deploying the new Release
  • Triggers, inputs and outputs and interfaces with other processes
  • Information recording and maintenance
  • Challenges, risks and Critical Success Factors

Service Validation and Testing

  • Purpose, goal and objectives & scope
  • Value to business and Service Lifecycle
  • Policies and principles
  • Validation and Testing perspectives, purposes and stakeholder requirements
  • Test levels and test models to help with building quality services deliverables
  • Process activities, methods and techniques and how they relate to the Service Lifecycle
  • Triggers, inputs and outputs and the process interfaces
  • Maintaining test data and test environments in respect of changing test requirements
  • Measurement and Metrics
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ITIL 2011 Release, Control and Validation

ITIL | 35h - Laboral: 09h00 - 17h00


Notas

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