Overview of Release, Control and Validation

• Introduction to Release, Control and Validation
• Processes and functions used in Release, Control and Validation
• Scope and objective
• Service Transition about RCV Processes
• Service Transition value to business
• Interaction of RCV processes with another stage of life cycle
• Develop Service Transition Strategy
• Key initiatives to prepare effective Service Transition
• Plan and coordinate Service Transition activities
• Service Transition Process support

Overview of Service Asset and Configuration Management

• Scope and objective
• Business value
• Basic concepts and principles
• Methods and techniques
• Information Management in Service Asset and Configuration Management (SACM)
• CSFs and KPIs
• Risks and challenges
• SACM activities performed by Service Operation
• Roles and Responsibilities

Overview of Change Management

• Scope and objective
• Business value
• Basic concepts and terminologies
• Input, output and triggers
• Interfaces of process
• Role of the Configuration Management System
• CSFs and KPIs
• Daily operational activities
• Managing organisational stakeholder changes
• Risks and Challenges
• Roles and Responsibilities

Overview of Change Evaluation

• Scope and objective
• Business value
• Principles and Policies
• Basic concepts and terminologies
• Methods and Techniques
• Evaluation Report Contents
• Input, output and trigger
• Interfaces with other processes
• Information Management in Change Evaluation
• CSFs and KPIs
• Risks and Challenges
• Roles and Responsibilities

Overview of Release and Deploy Management

• Scope and objective
• Release and Deployment Management Process
• Business Value
• Methods and Techniques
• Input, output and triggers
• Interfaces with other processes
• Managing information in the process of Release and Deployment Management
• CSFs and KPIs
• Risks and Challenges
• Roles and Responsibilities

Overview of Service Validation and Testing

• Scope and objective
• Business value
• Basic concepts and principles
• Input, output and triggers
• Interfaces with other processes
• Information Management in Service Validation and Testing
• CSFs and KPIs
• Risks and Challenges
• Roles and Responsibilities

Overview of Request Fulfilment

• Scope and objective
• Business value
• Basic concepts and terminologies
• Methods and Techniques
• Input, output and triggers
• Process interfaces
• Information management in Request Fulfilment
• CSFs and KPIs
• Risks and Challenges
• Roles and Responsibilities 

Overview of Knowledge Management

• Scope and objective
• Business value
• Basic concepts and principles
• Methods and Techniques
• Input, output and triggers
• Interfaces with other processes
• Information Management in the Knowledge Management process
• CSFs and KPIs
• Risks and Challenges
• Relationship between the Knowledge Management Process and CSI
• Roles and Responsibilities

Overview of Technology and Implementation Considerations

• Technology requirements for supporting process capabilities
• Management of change in the operations
• Assess and manage risks in Service Operation
• Operational Staff in Service Design and Transition
• Knowledge Management tools
• Collaboration
• Configuration Management System
• Plan the implementation of Service Management tools
• Implement considerations