Introduction and Overview

• Analyzing and exploring the importance of the Service Capability stream
• Service Management as a practice
• The Service value proposition
• How the Release, Control and Validation capabilities support the Service Lifecycle

Core Release, Control and Validation Processes

Change Management

• Purpose, goals and objectives
• Implementing change with minimum disruption and rework
• Evaluating business, technical and financial aspects
• Achieving successful service transition
• Activities, methods and techniques
• Post-implementation review
• Key metrics to measure success

Service Asset and Configuration Management (SACM)

• Business value of the SACM process
• Activities, methods and techniques
• Supporting the effective execution of the SACM process using a configuration management system (CMS)
• Describing the tools, activity model and deliverables for executing each key activity
• Effectively measuring the SACM process with metrics
• Typical day-to-day configuration management activities

Service Validation and Testing (SVT)

• How SVT creates business value
• Identifying how policies can drive and support the execution of the SVT process
• The Service V Model
• Acquiring relevant test data
• Building quality service deliverables using test levels and test models
• Measuring the SVT process in terms of business value contribution

Release and Deployment Management (RDM)

• Analyzing how services are released into production to enable effective use of services
• Planning, scheduling and controlling releases
• Identifying clear planning conditions including pass/fail criteria
• Illustrating the main activities and how they relate to the capability of Release, Control and Validation
• Providing Early Life support after deploying the new release
• Defining metrics for process quality

Request Fulfillment and Service Evaluation

Analyzing how service requests should be handled

• Request Fulfillment to establish a self-help service practice
• Identifying the differences between Request Fulfillment and Incident Management

Evaluating services against target performance in the context of change

• Meeting committed service-level performance
• Intended and unintended effects of a change
• Evaluating predicted service performance and actual performance

Knowledge Management (KM)

• The business value of the KM process
• Identifying what constitutes an effective KM strategy
• Analyzing the basic layers of the KM concept using the DIKW structure
• Describing the key steps of effective data and information management

Roles and Responsibilities

• Change Management
• Service Asset and Configuration Management
• Release and Deployment
• Service Performance and Risk Evaluation

Technology and Implementation Considerations

• Technology as part of implementing Service Management
• Managing change in operations
• Challenges, critical success factors and risks
• How to plan and implement Service Management technologies
• Applying the Deming Cycle to perform ongoing self-monitoring and self-improving for all processes