TOPICS

Course Outline
1. Release, Control, and Validation
Processes
Purpose and Objectives
Scope of Service Transition in Relation to the RCV Processes
Service Transition Value to the Business
RCV Processes Interaction with Other Lifecycle Stages
Developing an Effective Service Transition Strategy
Key Initiatives for Preparing for Effective Service Transition
Planning and Coordinating Service Transition Activities
Service Transition Process Support
2. Service Asset and Configuration Management
Purpose and Objectives of SACM
Scope of SACM
Business Value
Policies, Principles, and Basic Concepts
Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
Interfaces with Other Processes
Information Management in SACM
CSFs and KPIs
Challenges and Risks
SACM Activities Performed by Service Operation
Roles and Responsibilities
3. Change Management
Purpose and Objectives
Scope of the Change Management Process
Business Value
Policies, Principles, and Basic Concepts
Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
Process Interfaces
Role of the Configuration Management System in the Change Management Process
CSFs and KPIs
Daily Operational Activities
Managing Organizational and Stakeholder Change as Part of Continual Service Improvement (CSI)
Challenges and Risks
Roles and Responsibilities
4. Change Evaluation
Purpose and Objectives
Scope of Change Evaluation
Business Value
Policies and Principles
Key Terminology
Activities, Methods, and Techniques
Evaluation Report Contents
Trigger, Inputs, and Outputs
Interfaces with Other Processes
Information Management in Change Evaluation
CSFs and KPIs
Challenges and Risks
Roles and Responsibilities
5. Release and Deployment Management
Purpose and Objectives
Scope of the Release and Deployment Management Process
Business Value
Policies
Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
Interfaces with Other Processes
Information Management in the Release and Deployment Management Process
CSFs and KPIs
Challenges and Risks
Release and Deployment Management Activities Performed by Service Operations
Roles and Responsibilities
6. Service Validation and Testing
Purpose and Objectives
Scope of the Service Validation and Testing Process
Business value
Policies, Principles, and Basic Concepts
Activities, Methods, and Techniques
Trigger, Inputs, and Outputs
Interfaces with Other Processes
Information Management in Service Validation and Testing
CSFs and KPIs
Challenges and Risks
Roles and Responsibilities
7. Request Fulfillment
Purpose and Objectives
Scope of Request Fulfillment
Business Value
Policies, Principles, and Basic Concepts
Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
Process interfaces
Information Management in Request Fulfillment
CSFs and KPIs
Challenges and Risks
Roles and Responsibilities
8. Knowledge Management
Purpose, Objectives, and Scope
Business Value
Policies, Principles, and Basic Concepts
Activities, Methods, and Techniques
Triggers, Inputs, and Outputs
Interfaces with Other Processes
Information Management in the Knowledge Management Process
CSFs and KPIs
Challenges and Risks
Relationship Between CSI and the Knowledge Management Process
Roles and Responsibilities
9. Technology and Implementation Considerations
Generic Technology Requirements to Support Process Capabilities
Managing a Change in Operations
Service Operation Use of Project Management Approaches
Assessing and Managing Risk in Service Operation
Operational Staff in Service Design and Transition
Knowledge Management Tools
Collaboration
Configuration Management System
Planning the Implementation of Service Management Tools
Implementation Considerations
10. Exam Preparation/Mock Exam.