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    • Service Support Desk – Skills and Techniques
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 The course builds on the general principles covered as part of the ITIL® Foundation course. This enables the organisation to introduce Change Management, Release and Deployment Management, Service Validation and Testing, Service Asset and Configuration Management, Request Fulfilment, Service Evaluation and Knowledge Management as integral parts of its overall business-focussed Services Framework.

Objectives

• 1. To obtain knowledge on ITIL terminology, process structure, roles, functions and activities that will enable role focused capability and competency in support of the Service Lifecycle approach as described in ITIL.
• 2. To give practical understanding on the design and implementation of integrated end-to-end processes based on proven industry best practice guidelines.
• 3. To prepare delegates for the ITIL® Capability examination in Release, Control & Validation.

Who should attend?

The course is suitable for individuals who require a deep understanding of Release, Control & Validation processes and how they may be used to enhance the quality of IT service provision. It offers a natural career development path for practitioner staff who already hold the ISEB/EXIN ITIL® V3 Foundation Certificate.

Delegates will find it helpful if they have at least two years experience in IT service management before taking the course.

It is a prerequisite that delegates hold the ITIL® V3 Foundation Certificate in IT Service Management or the version 2 to version 3 bridge equivalent.

Professional Qualifications

The course forms part of the ITIL® Intermediate qualification programme.

The examination will consist of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark is 65% or higher.

Successful candidates will be awarded 4 credits towards the ITIL® Expert qualification.

Topics covered :

• Service Management as a Practice.
• Processes across the Service Lifecycle pertaining to the capability of Release, Control and Validation management.
• Change management as a capability to realise successful service transition.
• Service validation and testing as a capability to assure the integrity and the quality of service transition.
• Service asset and configuration management as a capability to monitor the state of service transition.
• Knowledge management as part of enhancing the on-going management decision support and service delivery capability.
• Service request fulfilment and evaluation to assure meeting committed service level performance.
• Common Service Operation activities related to Release, Control and Validation processes.
• Organizing for Service Operation which describe functions to be performed within Release, Control and Validation processes.
• Release Control and Validation process roles and responsibilities.
• Technology and Implementation Considerations.
• Challenges, Critical Success Factors and risks.
• CSI as a consequence of effective Release, Control and Validation processes.