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Course description

  • What are the course objectives?

    The ITIL® Intermediate Release, Control, and Validation (RCV) certification is a freestanding qualification and is also part of the ITIL® Intermediate Capability Lifecycle stream and a module in the ITIL Expert qualification in IT Service Management. The ITIL Certificate in RCV is designed to help you apply RCV for the successful planning, testing and implementation of new services to meet organizational and user requirements and achieve IT operational excellence.
     
    This training module and the associated exam and certificate will test and validate your knowledge of industry best practices in service management documented in the ITIL Continual Service Improvement publication. Simplilearn brings ITIL® Intermediate RCV certification training to professionals who want the convenience of self-paced learning. 

  • Why is this certification in such high demand?

    The ITIL framework sets international quality benchmarks for IT professionals around the world. The value of ITIL has grown sharply in recent years and an ITIL certification is fast becoming an entry-level requirement for a majority of IT-based roles. Simplilearn’s ITIL Intermediate training has a modular structure to provide expertise at every level of the IT service management lifecycle.
     
    The ITIL® Intermediate RCV Certification will demonstrate your competency in release, control, and validation of IT services to potential global employers. You will learn to master the principles, objectives, processes, methods, and functions employed in RCV and the ways they are integrated in the service lifecycle.
     
    Simplilearn is accredited by APMG and TUV as an ITIL Foundation and Intermediate Training provider and an Accredited Examination Centre (AEC) by APMG, TUV, and EXIN.

  • What skills will you learn?

    After completing this course, you will be able to:
    • Describe the organization process for Release, Control, and Validation, including roles,  responsibilities, activities, and functions to achieve operational excellence
    • Outline how to measure Release, Control, and Validation
    • Define technology and implementation considerations for Release, Control, and Validation
    • List challenges, critical success factors, and risks in Release, Control, and Validation
    • Define terminology related to Release, Control, and Validation
    • Pass the Release, Control, and Validation certification examination

  • What are the career benefits of this course?

    Simplilearn’s ITIL® Intermediate RCV course provides a complete management-level overview of Release, Control, and Validation and all of its related activities.
     
    According to some of the leading job websites, ITIL Intermediate RCV Certification is a prerequisite for many key roles in the IT sector. Certified professionals can expect to pursue career opportunities in roles such as release manager, security manager, security administrator, database administrator, and IT operations manager.
     
    The demand for certified professionals in the RCV module of ITIL is growing dramatically in the global market. They are highly paid for their skills and expertise, and they are paid considerably more than their non-certified peers. According to recent surveys by payscale.com, certified professionals in this field are paid the median annual salary of $98,461.

  • Who should take this course?

    The target group of the ITIL® Intermediate RCV Certificate includes, but is not restricted to:
    • Operational staff involved in change management, release and deployment management, service validation and testing, service asset and configuration management, request fulfillment, change evaluation and knowledge management, and for those who wish to enhance their role-based capabilities.
    • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications.
    • Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules.
    • Individuals seeking progress toward the ITIL Master’s Certificate in IT Service Management for which the ITIL Expert is a prerequisite.

Course preview

  • ITIL® Intermediate RCV

    • Learning Unit 00 - Introductory Lesson

      41:44
      • 0.1 Introductory Lesson
        01:14
      • 0.2 Agenda
        01:07
      • 0.3 Objective
        00:27
      • 0.4 ITIL® 2011 Introduction
        00:58
      • 0.5 ITIL® 2011 Intermediate
        00:49
      • 0.6 ITIL - Qualification Criteria
        01:53
      • 0.7 Definition of Service Lifecycle
        00:49
      • 0.8 Definition of Service Capability
        00:46
      • 0.9 Difference between Lifecycle and Capability Modules
        00:37
      • 0.10 Managing Across the Lifecycle
        00:46
      • 0.11 Accreditation Institute
        00:43
      • 0.12 RCV Course Description
        00:56
      • 0.13 Course Objective
        00:57
      • 0.14 Target Candidate
        00:37
      • 0.15 Target Candidate contd..
        01:13
      • 0.16 Exam Pre-requisites
        01:27
      • 0.17 ITIL® 2011 RCV Exam Format
        01:10
      • 0.18 Exam Tips
        00:15
      • 0.19 Course Outline
        08:06
      • 0.20 Quiz
        00:55
      • 0.21 Foundation Basics
        00:16
      • 0.22 ITIL History
        01:49
      • 0.23 ITIL Service Management Lifecycle
        03:20
      • 0.24 ITIL Processes across lifecycle
        00:33
      • 0.25 Foundation Basics-4P's
        01:55
      • 0.26 Business and IT Alignment How and what?
        01:10
      • 0.27 What is Service?
        00:41
      • 0.28 Service Management
        02:03
      • 0.29 Service and value
        01:25
      • 0.30 What is a Process?
        01:02
      • 0.31 Governance and ITSM
        01:12
      • 0.32 Thank You
        00:33

    • Learning Unit 01 - Introduction to Release

      26:03
      • 1.1 Learning Unit 1
        00:35
      • 1.2 Service Transition
        01:00
      • 1.3 Purpose and Objectives of Service Transition
        01:11
      • 1.4 Key Terms in Service Transition
        01:16
      • 1.5 Key Terms in Service Transition
        01:17
      • 1.6 Service Transition - Scope in Relation to RCV processes ( 1 of 2)
        00:58
      • 1.7 Service Transition - Scope in Relation to RCV processes ( 2 of 2)
        00:59
      • 1.8 Service Transition Processes and Activities
        02:48
      • 1.9 Service Transition - Value to Business ( 1of 2)
        01:05
      • 1.10 Service Transition - Value to Business ( 2 of 2)
        00:48
      • 1.11 Inter Lifecycle Stages Process interaction
        00:45
      • 1.12 Developing an effective Service Transition Strategy
        00:21
      • 1.13 Service Transition Lifecycle Stages
        01:19
      • 1.14 Key initiatives for an effective preparation for Service Transition
        01:13
      • 1.15 Planning and Coordinating Service Transition: Best Practices
        01:19
      • 1.16 Planning and Coordinating Service Transition: Best Practices
        01:21
      • 1.17 Planning and Coordinating Service Transition: Best Practices
        00:59
      • 1.18 Planning and Coordinating Service Transition: Best Practices
        01:02
      • 1.19 Providing Transition Process Support to Stakeholders
        01:03
      • 1.20 Providing Transition Process Support to Stakeholders
        00:50
      • 1.21 Providing Transition Process Support to Stakeholders
        01:05
      • 1.22 Providing Transition Process Support to Stakeholders
        01:17
      • 1.23 Learning Unit Summary
        01:32
      • 1.24 Practical Exercise: Activity
      • 1.25 Quiz

    • Learning Unit 02 - Change Management

      1:19:25
      • 2.1 Learning Unit 2
        01:06
      • 2.2 Purpose and Objectives of Change Management
        00:47
      • 2.3 Scope of Change Management Process
        00:52
      • 2.4 Scope of Change Management: Strategic, Tactical, and Operational
        01:56
      • 2.5 Business Value of Change Management
        02:52
      • 2.6 Business Value of Change Management: Examples from Real Life
        00:50
      • 2.7 Exercise: Assess the Impact of a Change
        00:17
      • 2.8 Change Management Policies
        02:23
      • 2.9 Change Management: Design and Planning Considerations
        01:17
      • 2.10 Concept Refresh
        00:21
      • 2.11 Concept Refresh
        00:17
      • 2.12 What is Change Request?
        00:47
      • 2.13 Types of Change Request
        00:46
      • 2.14 Types of Changes,RFC's& Changes Records : Lets Set The Record Straight!
        01:33
      • 2.15 Types of request by Service Lifecycle stage
        00:43
      • 2.16 Change Models
        01:09
      • 2.17 Change Proposals
        00:56
      • 2.18 Standard Changes
        02:03
      • 2.19 Standard Changes contd..
        00:55
      • 2.20 Remediation Planning
        01:48
      • 2.21 Change Management Process Activities
        00:51
      • 2.22 Typical activities in Managing individual changes
        00:33
      • 2.23 Example Process flow for a Normal Change Request
        00:44
      • 2.24 Example Process flow for a Standard Operational Change Request
        01:09
      • 2.25 Major Change Management Activities
        00:21
      • 2.26 Change Management Activities Methods and Techniques ( 1 of 6)
        01:19
      • 2.27 Change Management Activities Methods and Techniques (2 of 6)
        03:11
      • 2.28 7 R’s of Change Management
        01:00
      • 2.29 Practical Exercise
        00:07
      • 2.30 Example of Change Authorization Model
        01:19
      • 2.31 Change Management Activities Methods and Techniques (3 of 6)
        02:05
      • 2.32 Change Management Activities Methods and Techniques (4 of 6)
        04:12
      • 2.33 Change Management Activities Methods and Techniques (5 of 6)
        03:38
      • 2.34 Change Management Activities Methods and Techniques (6 of 6)
        03:37
      • 2.35 Change Management Process Triggers
        03:00
      • 2.36 Change Management Process Inputs and Outputs
        02:04
      • 2.37 Change Management Process Interfaces
        04:26
      • 2.38 Change Management Interfaces within Service Management
        02:55
      • 2.39 Change Management Interfaces with SACM
        00:17
      • 2.40 Change Information Management
        01:17
      • 2.41 Change Management CSF's And KPI's ( 1 of 3)
        01:54
      • 2.42 Change Management CSF's And KPI's ( 2 of 3)
        00:50
      • 2.43 Change Management CSF's And KPI's ( 3 of 3)
        00:48
      • 2.44 Change Management Challenges
        01:07
      • 2.45 Change Management Risks
        01:05
      • 2.46 Change Management Risks ( 2 of 2)
        00:47
      • 2.47 Change Management Operational Activities
        00:41
      • 2.48 Change Triggers in Service Operations
        01:34
      • 2.49 Managing Change In Service Operations
        01:46
      • 2.50 Managing organization and stakeholder change
        02:09
      • 2.51 Understanding the Organization Culture
        01:29
      • 2.52 Understanding the Organization Culture
        00:45
      • 2.53 Understanding the Organization Culture
        00:50
      • 2.54 Understanding the Organization Culture
        00:13
      • 2.55 Learning Unit Summary
        01:44
      • 2.56 Quiz

    • Learning Unit 03 - Service Asset and Configuration Management

      48:27
      • 3.1 Learning Unit 3
        01:15
      • 3.2 Purpose of Service Asset and Configuration Management(SACM)
        01:18
      • 3.3 SACM - Key Terms
        01:03
      • 3.4 Objectives of Service Assets & Configuration Management
        00:26
      • 3.5 Scope of SACM Process
        01:38
      • 3.6 Business value of SACM
        01:13
      • 3.7 Service Assets and Configuration Management Principles (1 of 2)
        01:16
      • 3.8 Service Assets and Configuration Management Principles (2 of 2)
        01:01
      • 3.9 Basic Concepts in SACM
        01:07
      • 3.10 Basic Concepts in SACM
        01:32
      • 3.11 A Logical Configuration Model
        01:22
      • 3.12 Configuration Management System (CMS)
        01:45
      • 3.13 The Architectural layers of the CMS.
        02:30
      • 3.14 Major Components of Configuration Management System
        06:33
      • 3.15 Activities of Asset Management
        01:35
      • 3.16 Software Asset Management
        00:49
      • 3.17 The relationship between the DML and a CMDB in the CMS.
        00:22
      • 3.18 Asset and Configuration Management Activities
        00:31
      • 3.19 Asset and Configuration Management Activities
        06:02
      • 3.20 Practical Exercise
        00:18
      • 3.21 Information Management considerations for SACM
        02:10
      • 3.22 SACM Process Triggers, Inputs and Outputs
        01:21
      • 3.23 SACM Service Management Interfaces
        01:36
      • 3.24 SACM CSF's And KPI's ( 1 of 3)
        02:15
      • 3.25 SACM CSF's And KPI's ( 2 of 3)
        01:10
      • 3.26 SACM CSF's And KPI's (3 of 3)
        00:57
      • 3.27 The challenges and risks of SACM
        02:10
      • 3.28 Typical SACM activities performed on a daily basis by SO
        01:44
      • 3.29 Learning Unit Summary
        00:50
      • 3.30 SACM Quiz Scenario
        00:16
      • 3.31 SACM Quiz Question
        00:11
      • 3.32 SACM Quiz Explanations
        00:11
      • 3.33 Quiz

    • Learning Unit 04 - Service Validation and Testing

      40:15
      • 4.1 Learning Unit 4
        01:05
      • 4.2 Purpose of Service Validation and Testing Process (SVT)
        01:52
      • 4.3 Scope of the Service Validation and Testing Process
        02:13
      • 4.4 Value to Business of Service Validation and Testing Process
        00:57
      • 4.5 Service Validation and Testing Policies
        03:10
      • 4.6 Test Models
      • 4.7 Various Validation and Testing Perspectives and Their Purpose
        01:38
      • 4.8 The stakeholder groups' requirements to be addressed
        01:37
      • 4.9 Test levels and Test models
        01:04
      • 4.10 Test levels and Test models : Service V Model
        01:43
      • 4.11 Service Validation and Testing Process : Key Activities
        00:30
      • 4.12 Service Validation and Testing Process : Key Activities
        02:01
      • 4.13 Service Validation and Testing Process : Key Activities
        01:04
      • 4.14 Service Validation and Testing Process : Key Activities
        00:32
      • 4.15 Service Validation and Testing Process : Key Activities
        00:27
      • 4.16 Service Validation and Testing Process : Key Activities
        01:15
      • 4.17 Service Validation and Testing Process : Key Activities
        00:58
      • 4.18 Service Validation and Testing Process : Key Activities
        00:35
      • 4.19 Service Validation and Testing Process Triggers, Inputs and Outputs
        04:23
      • 4.20 Service Validation and Testing Interfaces to Other Lifecycle Stages
        01:28
      • 4.21 Service Validation and Testing Information Management
        03:29
      • 4.22 Practices of maintaining Test Data and Test Environments
        01:22
      • 4.23 Critical Success (CSF's) And Key Performance Indicators (KPI's)
        02:32
      • 4.24 Critical Success (CSF's) And Key Performance Indicators (KPI's)
        00:41
      • 4.25 Critical Success (CSF's) And Key Performance Indicators (KPI's)
        00:43
      • 4.26 Challenges and Risks
        01:28
      • 4.27 Learning Unit Summary
        01:28
      • 4.28 Quiz

    • Learning Unit 05 - Release and Deployment Management

      1:31:58
      • 5.1 Learning Unit 5
        01:11
      • 5.2 Purpose of Release and Deployment Management (RDM)
        02:42
      • 5.3 Objectives and Scope of Release and Deployment Management
        01:27
      • 5.4 Value to Business of Release and Deployment Process
        01:10
      • 5.5 Release and Deployment Policies
        01:06
      • 5.6 Release Unit and Identification
        02:06
      • 5.7 Simplified example of Release Units for an IT service
        00:29
      • 5.8 Designing Release and Release Packages
        01:16
      • 5.9 Architecture elements to be built and tested
        02:19
      • 5.10 Example of a release package
        01:15
      • 5.11 Coordinating the deployment of service components
        01:44
      • 5.12 Release design options and considerations : Big Bang vs. Phased
        01:03
      • 5.13 Option for 'Big Bang' and phased deployment
        02:08
      • 5.14 Phased deployment across geographical locations
        00:54
      • 5.15 Release design option and consideration: push and pull
        00:58
      • 5.16 Release design options and considerations: Manual vs. Automation
        00:58
      • 5.17 Release and deployment models
        01:52
      • 5.18 Considerations in Release and deployment models
        01:33
      • 5.19 Phases of Release and Deployment management
        01:45
      • 5.20 Phases of Release and Deployment management
        00:45
      • 5.21 Release and Deployment plans
        01:55
      • 5.22 Pass or Fail criteria
        01:59
      • 5.23 Build and Test Planning
        01:47
      • 5.24 Types of Environments Prior to Productions
        03:10
      • 5.25 Deployment Planning
        00:20
      • 5.26 Deployment Planning
        00:14
      • 5.27 Planning of Pilots
        05:47
      • 5.28 Financial or Commercial planning
        01:13
      • 5.29 Release Build and Test: Key steps and techniques
        06:51
      • 5.30 Planning and Preparing for Deployment
        01:19
      • 5.31 Example of a set of deployment activities
        00:49
      • 5.32 Deployment: Assess readiness of target group
        01:14
      • 5.33 Deployment : Develop plans
        01:28
      • 5.34 Deployment: Perform Transfer, Deployment and Retirement
        00:28
      • 5.35 Perform Transfer, Deployment and Retirement
        00:52
      • 5.36 Perform Transfer, Deployment and Retirement
        01:05
      • 5.37 Perform Transfer, Deployment and Retirement
        00:50
      • 5.38 Perform Transfer, Deployment and Retirement
        00:41
      • 5.39 Perform Transfer, Deployment and Retirement
        01:17
      • 5.40 Perform Transfer, Deployment and Retirement
        01:05
      • 5.41 Perform Transfer, Deployment and Retirement
        01:35
      • 5.42 Perform Transfer, Deployment and Retirement
        00:56
      • 5.43 Perform Transfer, Deployment and Retirement
        00:30
      • 5.44 Verify Deployment
        01:51
      • 5.45 Early Life Support
        02:37
      • 5.46 Example of early life support activities
        00:52
      • 5.47 Illustration of the benefits of targeted early life support
        02:55
      • 5.48 Review and Close Deployment Activities to Include
        02:15
      • 5.49 Release and Deployment Management: Process Triggers
        00:24
      • 5.50 Release and Deployment Management: Process Inputs and Outputs
        03:03
      • 5.51 Release and Deployment Management: Interfaces
        02:05
      • 5.52 Release and Deployment Management: Information Management
        02:19
      • 5.53 Release and Deployment CSF's And KPI's ( 1 of 3)
        01:27
      • 5.54 Release and Deployment CSF's And KPI's ( 2 of 3)
        00:50
      • 5.55 Release and Deployment CSF's And KPI's ( 3 of 3)
        00:41
      • 5.56 Risks and Challenges
        02:06
      • 5.57 Typical RDM activities performed on a daily basis by Service Operation
        01:03
      • 5.58 Learning Unit Summary
        01:24
      • 5.59 Quiz

    • Learning Unit 06 - Request Fulfillment

      26:10
      • 6.1 Learning Unit 6
        01:06
      • 6.2 Purpose and Objectives of Request Fulfillment
        01:03
      • 6.3 Scope of Request Fulfillment
        01:16
      • 6.4 Request Fulfillment- Value to Business
        00:51
      • 6.5 Request Fulfillment- Policies ( 1 of 3)
        01:30
      • 6.6 Request Fulfillment- Policies ( 2 of 3)
        00:48
      • 6.7 Request Fulfillment- Policies ( 3 of 3)
        01:04
      • 6.8 Principles and Basic Concepts
        00:59
      • 6.9 Principles and Basic Concepts
        00:41
      • 6.10 Principles and Basic Concepts
        00:29
      • 6.11 Principles and Basic Concepts
        01:17
      • 6.12 Process Activities, Methods and Techniques
        00:26
      • 6.13 Process Activities, Methods and Techniques
        00:35
      • 6.14 Process Activities, Methods and Techniques
        00:35
      • 6.15 Process Activities, Methods and Techniques
        00:33
      • 6.16 Process Activities, Methods and Techniques
        00:28
      • 6.17 Process Activities, Methods and Techniques
        00:24
      • 6.18 Process Activities, Methods and Techniques
        00:30
      • 6.19 Process Activities, Methods and Techniques
        00:34
      • 6.20 Process Activities, Methods and Techniques
        00:36
      • 6.21 Process Activities, Methods and Techniques
        00:27
      • 6.22 Practical Exercise
        00:19
      • 6.23 Request Fulfillment Inputs and Outputs
        00:53
      • 6.24 Request Fulfillment Inputs and Outputs
        00:53
      • 6.25 Request Fulfillment Interfaces with other lifecycle Stages
        00:45
      • 6.26 Request Fulfillment Interfaces with other lifecycle Stages
        00:11
      • 6.27 Request Fulfillment Information Management
        00:37
      • 6.28 Critical Success Factors (CSF's) and Key Performance Indicators(KPI's)
        01:43
      • 6.29 Critical Success Factors (CSF's) and Key Performance Indicators(KPI's)
        00:59
      • 6.30 Practical Exercise
        00:18
      • 6.31 Request Fulfillment- Challenges
        00:58
      • 6.32 Request Fulfillment - Risks
        01:18
      • 6.33 learning Unit Summary
        01:04
      • 6.34 Quiz
      • 6.35 Scenario

    • Learning Unit 07 - Change Evaluation

      29:49
      • 7.1 Learning Unit 7
        00:51
      • 7.2 Purpose and Objectives of Change Evaluation
        00:58
      • 7.3 Scope of Change Evaluation
        00:56
      • 7.4 Change Evaluation - Value to Business
        00:41
      • 7.5 Change Evaluation Policies
        00:49
      • 7.6 Change Evaluation Principles
        00:50
      • 7.7 Change Evaluation Plan-Do-Check-Act (PDCA)
        01:09
      • 7.8 Change Evaluation- Terms (1 of 2)
        01:14
      • 7.9 Change Evaluation- Terms (2 of 2)
        01:08
      • 7.10 Change Evaluation- Process Flow
        00:16
      • 7.11 Evaluation Plan
        01:05
      • 7.12 Understanding the Intended effects of a change
        01:20
      • 7.13 Understanding the Unintended effects of a change
        01:01
      • 7.14 Factors for considering the effect of a service change
        00:28
      • 7.15 Evaluation of Predicted Service Performance
        01:01
      • 7.16 Evaluation of Actual Service Performance (1 of 2)
        01:05
      • 7.17 Evaluation of Actual Service Performance (2 of 2)
        00:50
      • 7.18 Risk Management
        02:30
      • 7.19 Risk Management - Deviations
        00:54
      • 7.20 Risk Management - Test Plans and Results
        01:11
      • 7.21 Change Evaluation Report
        01:19
      • 7.22 Change Evaluation Triggers, Inputs and Outputs
        00:37
      • 7.23 Change Evaluation Interfaces with other Lifecycle Stages
        01:00
      • 7.24 Change Evaluation Interfaces with other Lifecycle Stages
        00:54
      • 7.25 Change Evaluation Information Management
        00:33
      • 7.26 Critical Success Factors (CSF's) and Key Performance Indicators (KPI's)
        02:00
      • 7.27 Change Evaluation: Challenges
        01:14
      • 7.28 Change Evaluation: Risks
        00:50
      • 7.29 Learning Unit Summary
        01:05
      • 7.30 Quiz

    • Learning Unit 08 - Knowledge Management

      52:41
      • 8.1 Learning Unit 8
        01:03
      • 8.2 Purpose and Objectives of Knowledge Management
        01:27
      • 8.3 Scope of Knowledge Management
        00:47
      • 8.4 Knowledge Management Value to Business
        01:55
      • 8.5 Knowledge Management Value to Business w.r.t Service Transition
        01:08
      • 8.6 Knowledge Management Value to Business w.r.t Service Transition
        00:53
      • 8.7 Knowledge Management Policies
        00:51
      • 8.8 The Data to Information to Knowledge to Wisdom structure
        03:25
      • 8.9 The Flow from Data to Wisdom
        00:19
      • 8.10 The Service Knowledge Management System (SKMS)
        01:18
      • 8.11 Examples of items that should be stored in an SKMS (1 of 2)
        01:12
      • 8.12 Examples of items that should be stored in an SKMS (2 of 2)
        01:22
      • 8.13 Examples of Data and Information in the SKMS
        00:18
      • 8.14 Effective Knowledge Management Strategy
        01:45
      • 8.15 Steps In Knowledge Identification, Capture and Maintenance
        01:14
      • 8.16 Techniques for Enabling Knowledge Transfer
        05:39
      • 8.17 Do You Remember? Techniques for Knowledge Transfer (Quiz)
        00:12
      • 8.18 Managing Data, Information and Knowledge
        01:25
      • 8.19 Managing Data, Information and Knowledge
        02:10
      • 8.20 Managing Data, Information and Knowledge
        01:11
      • 8.21 An Architecture for Service Knowledge Management
        05:37
      • 8.22 Managing Data, Information and Knowledge
        02:41
      • 8.23 Managing Data, Information and Knowledge
        00:48
      • 8.24 Knowledge Management Process Triggers
        00:43
      • 8.25 Knowledge Management Process Inputs and Outputs
        01:10
      • 8.26 Knowledge Management Process Inputs and Outputs
        01:04
      • 8.27 Knowledge Management Process Inputs and Outputs
        00:45
      • 8.28 Knowledge Management Interfaces with Other Lifecycle stages
        00:53
      • 8.29 Important Aspects of Knowledge Management to Understand
        00:26
      • 8.30 Critical Success Factors (CSF's) and Key Performance Indicators (KPI's)
        02:04
      • 8.31 Critical Success Factors (CSF's) and Key Performance Indicators (KPI's)
        01:03
      • 8.32 Measuring benefit from Knowledge Transfer
        01:43
      • 8.33 Knowledge Management: Challenges
        00:52
      • 8.34 Knowledge Management: Risks
        00:45
      • 8.35 Relationship between CSI and Knowledge Management
        00:36
      • 8.36 Knowledge Management leads to better IT Decisions
        00:20
      • 8.37 Learning Unit Summary (1 of 2)
        00:54
      • 8.38 Learning Unit (2 of 2)
        00:43
      • 8.39 Quiz

    • Learning Unit 09 - RCV Roles and Responsibilities

      39:27
      • 9.1 Learning Unit 9
        00:43
      • 9.2 Service Owner Responsibilities (1 of 3)
        01:04
      • 9.3 Service Owner Responsibilities ( 2 of 3)
        01:03
      • 9.4 Service Owner Responsibilities ( 3 of 3)
        00:32
      • 9.5 Examples of Processes that Support or Enable Services (1 of 2)
        01:08
      • 9.6 Examples of Processes that Support or Enable Services (2 of 2)
        01:10
      • 9.7 Generic Process Owner Responsibilities (1of 2)
        00:56
      • 9.8 Generic Process Owner Responsibilities (2 of 2)
        01:07
      • 9.9 Process Manager - Responsibilities
        01:13
      • 9.10 Process Practitioner - Responsibilities
        00:55
      • 9.11 Key Roles/ Functions Related to Transition Planning and Support
        01:07
      • 9.12 Key Roles/ Functions Related to Transition Planning and Support
        01:06
      • 9.13 Key Roles/ Functions Related to Transition Planning and Support
        00:53
      • 9.14 Key Roles/ Functions Related to Change Management
        00:49
      • 9.15 Key Roles/ Functions Related to Change Management
        00:37
      • 9.16 Key Roles/ Functions Related to Change Management
        00:37
      • 9.17 Key Roles/ Functions Related to Change Management
        00:59
      • 9.18 Key Roles/ Functions Related to Change Management
        00:36
      • 9.19 Key Roles/ Functions Related to Change Management
        00:55
      • 9.20 Key Roles/ Functions Related to Change Management
        00:50
      • 9.21 Key Roles/ Functions Related to Service Asset and Configuration Mgmt.
        00:41
      • 9.22 Key Roles/ Functions Related to Service Asset and Configuration Mgmt.
        01:01
      • 9.23 Key Roles/ Functions Related to Service Asset and Configuration Mgmt.
        00:44
      • 9.24 Key Roles/ Functions Related to Service Asset and Configuration Mgmt.
        00:55
      • 9.25 Key Roles/ Functions Related to Release and Deployment Management
        00:45
      • 9.26 Key Roles/ Functions Related to Release and Deployment Management
        01:11
      • 9.27 Key Roles/ Functions Related to Release and Deployment Management
        00:50
      • 9.28 Key Roles/ Functions Related to Release and Deployment Management
        01:02
      • 9.29 Key Roles/ Functions Related to Release and Deployment Management
        00:51
      • 9.30 Key Roles/ Functions Related to Release and Deployment Management
        00:50
      • 9.31 Key Roles/ Functions Related to Service Validation and Testing
        00:47
      • 9.32 Key Roles/ Functions Related to Service Validation and Testing
        01:06
      • 9.33 Key Roles/ Functions Related to Service Validation and Testing
        00:36
      • 9.34 Key Roles/ Functions Related to Service Validation and Testing
        01:08
      • 9.35 Key Roles/ Functions Related to Request Fulfillment
        00:41
      • 9.36 Key Roles/ Functions Related to Request Fulfillment
        00:49
      • 9.37 Key Roles/ Functions Related to Request Fulfillment
        00:44
      • 9.38 Key Roles/ Functions Related to Request Fulfillment
        00:52
      • 9.39 Key Roles/ Functions Related to Change Evaluation
        00:39
      • 9.40 Key Roles/ Functions Related to Change Evaluation
        00:38
      • 9.41 Key Roles/ Functions Related to Change Evaluation
        00:38
      • 9.42 Key Roles/ Functions Related to Knowledge Management
        00:30
      • 9.43 Key Roles/ Functions Related to Change Evaluation
        00:52
      • 9.44 Key Roles/ Functions Related to Knowledge Management
        00:43
      • 9.45 Key Roles/ Functions Related to Knowledge Management
        00:31
      • 9.46 Learning Unit Summary
        01:03
      • 9.47 Quiz
      • 9.48 Scenario

    • Learning Unit 10 - Technology and Implementation Considerations

      1:01:15
      • 10.1 Technology and implementation considerations
        01:05
      • 10.2 List of Generic requirements for integrated ITSM Technology
        00:37
      • 10.3 List of Generic requirements for integrated ITSM Technology
        01:04
      • 10.4 List of Generic requirements for integrated ITSM Technology
        01:21
      • 10.5 List of Generic requirements for integrated ITSM Technology
        00:58
      • 10.6 List of Generic requirements for integrated ITSM Technology
        01:25
      • 10.7 Benefits of Technology and Tools for Process Implementation
        01:15
      • 10.8 Defining Tool Requirements (1 of 2)
        01:39
      • 10.9 Defining Tool Requirements (2 of 2)
        01:12
      • 10.10 Evaluating Technology and Tools for Process Implementation
        05:45
      • 10.11 The Fulfilment of the Tools Requirements
        01:25
      • 10.12 Service Management Tool Evaluation Process
        01:03
      • 10.13 Evaluation Criteria
        01:22
      • 10.14 Managing Change In Service Operation
        00:28
      • 10.15 Change Triggers in Service Operations
        01:25
      • 10.16 Change Assessment and Measurement of Successful Change
        01:32
      • 10.17 Service Operation and Project Management
        01:21
      • 10.18 Assessing and Managing Risk in Service Operation
        01:24
      • 10.19 Operational staff in Service Design and Transition
        01:44
      • 10.20 Challenges Relating to Implementing ST practices and processes
        01:20
      • 10.21 Challenges Relating to Implementing ST practices and processes
        01:06
      • 10.22 Challenges Relating to Implementing ST practices and processes
        01:19
      • 10.23 CSF Relating to Implementing ST practices and processes
        03:19
      • 10.24 Risks Relating to Implementing ST practices and processes
        01:38
      • 10.25 Planning and Implementing Service Management Technologies
        00:28
      • 10.26 Planning and Implementing Service Management Technologies
        05:21
      • 10.27 Planning and Implementing Service Management Technologies
        01:20
      • 10.28 Planning and Implementing Service Management Technologies
        00:42
      • 10.29 Planning and Implementing Service Management Technologies
        01:46
      • 10.30 Planning and Implementing Service Management Technologies
        00:39
      • 10.31 Type of Knowledge Management Tools
        01:29
      • 10.32 Implementing the Collaboration for Process Execution
        00:41
      • 10.33 Implementing the Collaboration for Process Execution
        02:03
      • 10.34 Implementing the Collaboration for Process Execution
        01:21
      • 10.35 Technology Considerations for Implementing Config. Mgmt (1 of 3)
        01:58
      • 10.36 Technology Considerations for Implementing Config. Mgmt (2 of 3)
        02:57
      • 10.37 Technology Considerations for Implementing Config. Mgmt (3 of 3)
        01:54
      • 10.38 Scenario and Questions
        00:13
      • 10.39 Answers
        00:09
      • 10.40 Answers
        00:06
      • 10.41 Learning Unit Summary
        01:21
      • 10.42 Quiz
      • 10.43 Scenario

    • Learning Unit 11 - Summary Exam preparation and directed studies

      01:04
      • 11.1 Summary and Directed Studies
        00:29
      • 11.2 Directed Studies and glossary
        00:08
      • 11.3 Checkpoints
        00:21
      • 11.4 Thank You
        00:06
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Exam & certification

  • How will I become ITIL® Intermediate RCV certified?

    To be eligible for the examination leading to the ITIL RCV Certificate, you must fulfill the following requirements:
    • Undertake at least 30 contact hours (hours of instruction, excluding breaks) with an Accredited Training Organization (ATO) or an accredited e-learning solution for this syllabus as part of a formal, approved training program.
    • Two to four years of professional experience working in IT service management is highly desirable
    • Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications).
    • It is also recommended that candidates complete a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL Service Transition and ITIL Service Operation core guidance in preparation for the examination, specifically Chapter 2: Service Management as a Practice.

  • What do I need to do to unlock my Simplilearn certificate?

    Online Self-paced Learning: Complete 85% of the course.

  • Until when can I procure voucher from Simplilearn?

    Your exam voucher fee is included in the price of this course. However, you must procure the exam voucher within six months from the date of course purchase. In case the exam price goes up and you have not yet booked the exam, you will need to pay the difference in amount to Simplilearn.

  • How frequently does the exam fee change?

    Exam prices are governed by the certification body and can change. Price changes are typically announced during the end of the calendar year. If the event that an exam price does go up and you have not yet booked the exam, you will need to pay the difference in amount to Simplilearn.

  • What is the validity of my exam voucher?

    Exam vouchers are valid for 1 year from the date of issuance. If you do not book the exam within 1 year from purchase of voucher, you will need to buy the voucher again per the actual price.
     

  • How will I take the exam?

    For customers outside India, web-based exam vouchers will be booked, and for Indian customers, only paper-based exam will be booked. Customers are expected to book the exam before the expiration of course validity.

  • I would like to book paper-based exam in India, what is the process?

    Please click the below link for information regarding the booking process.


    https://www.simplilearn.com/ice9/about_course_images/Raise_exam_request_through_LMS.pdf

  • Does the course fee include examination fees as well?

    Yes, the course fee is inclusive of the examination fee.

  • How do I schedule my exam?

    For assistance in scheduling your exam, reach out to the sales consultant (inside sales manager) or raise a request to the support team of Simplilearn.  

  • Can I ask for refund of exam voucher cost once its issued to me?

    No, exam voucher cost cannot be refunded once it is issued to a learner as we procure this from third party bodies. Simplilearn does not own the voucher policies and cost.

Course advisor

Manuel W Lloyd
Manuel W Lloyd Virtual CIO, IT Service Expert

Manuel W. Lloyd is a Process Expert known for his thought leadership in IT governance, legislative compliance, operational efficiency, and cyber security.

Reviews

Vivek Ganesh
Vivek Ganesh Infosys, Mumbai

Extremely well covered exhaustive syllabus!

Anilkishore Govindavajhula
Anilkishore Govindavajhula Bangalore

Very good and to the point training. The trainer had very good expertise & examples to illustrate.

Evandro Dunck
Evandro Dunck Rio De Janeiro

Excellent course. Provides the necessary information about the processes in theory and practice. Great course!

Chun Hin Lau
Chun Hin Lau Ottawa

This is a good course and it helped a lot to understand important ITIL concepts.

FAQs

  • How do I enroll for the online training?

    You can enroll for this training on our website and make an online payment using any of the following options: 
    • Visa Credit or Debit Card
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    Once payment is received you will automatically receive a payment receipt and access information via email.

  • What is included with the training?

    You will get access to our e-learning content, practice simulation tests, and an online participant handbook that cross references the e-learning to reinforce what you’ve learned.

  • Can I cancel my enrollment? Will I get a refund?

    Yes, you can cancel your enrollment if necessary. We will refund the course price after deducting an administration fee. To learn more, you can view our Refund Policy.

  • Do you provide a money back guarantee for the training programs?

    Yes. We do offer a money-back guarantee for many of our training programs. Refer to our Refund Policy and submit refund requests via our Help and Support portal.

  • Can I extend the access period?

    Yes, you can extend the access period by paying an additional fee. Please contact our Help and Support portal for more information.

  • Where and how can I access the e-learning content? Are there any limitations?

    Once you register for a course by paying the course fee, you will have 24/7 access to the e-learning content on our website. An automated course purchase confirmation email will guide you through the process.

  • I am not able to access the online courses. Whom should I contact?

    Contact us using the form on the right of any page on the Simplilearn website, select the Live Chat link or contact Help & Support.

  • I’d like to learn more about this training program. Whom should I contact?

    Contact us using the form on the right of any page on the Simplilearn website, or select the Live Chat link. Our customer service representatives can provide you with more details.

  • What certification will I receive after completing the training?

    After successful completion of the training, you will be awarded the course completion certificate along with 19 PDUs. Once you successfully pass the exam, you will receive the official certification from the exam body.

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    • ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
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