ITIL Practitioner Release and Control (IPRC) All-in-one Exam Guide and Certification Work book; CMDB and IT Service Management with Change Management, Release Management and Configuration Management

234 Pages·2008·2.58 MB·English

by  Gerard Blokdijk

ITIL Practitioner Release and Control (IPRC)
Certification Workbook
CMDB and IT Service Management with Change Management, Release
Management and Configuration Management

Gerard Blokdijk
ITIL Practitioner Release and Control (IPRC) Certification Workbook
Copyright © 2008 by Gerard Blokdijk
Notice of rights
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recording, or otherwise, without the prior written permission of the publisher.

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The information in this book is distributed on an “As Is” basis without warranty. While every precaution has been taken in the preparation of he
book, neither the author nor the publisher shall have any liability to any person or entity with respect to any loss or damage caused or alleged to
be caused directly or indirectly by the instructions contained in this book or by the products described in it.

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with this book.
3
C O U R S E O V E R V I E W
To ensure quality and consistency of the services provided to its customers, IT departments must control
what is in the infrastructure and manage how and when changes are made. By effectively implementing
the Release and Control processes within an IT infrastructure, this goal can be achieved.
In this course, you learn how to plan, implement and optimize the Change Management, Release Man-
agement and Configuration Management processes. Through interactive workshops, you gain the skills
necessary to successfully take the ITIL Practitioner Release and Control Certification Exam.
Audience
This course is valuable for managers, supervisors, team leaders and operational staff who participate in
managing, organizing and optimizing the Change, Release and Configuration Management processes.
The Foundation Certificate in IT Service Management is required to take the IPRC Certification Exam.
Skills Gained
• Prepare for and take the ITIL Practitioner Release and Control (IPRC) Certification Exam
• Plan key activities for Change Management, Release Management and Configuration Manage-
ment
• Define the monitoring and reporting of key performance indicators and achievements
• Propose continuous improvements for the Release and Control processes
• Organize the relationships between the Release and Control processes
• Monitor and optimize the Release and Control processes
Prerequisites
ITIL knowledge at the level ITIL Foundation Certification is assumed.
Examinations
ITIL Practitioner Release and Control Certification Exam.
The Art of Service
Email: [email protected] | Web: http://theartofservice.com | eLearning: http://theartofservice.org
Phone: [phone] | Brisbane, Australia
4
C O U R S E O U T L I N E
Introduction and Overview
• Managing, organizing and optimizing the Release and Control processes
• Controlling the changing environment
• Ensuring quality releases
• Mapping the configuration environment
Planning the Key Release and Control Activities
Change Management
• Determining the objectives and scope
• Defining the roles and responsibilities
• Performing risk assessments and obtaining approval
Release Management
• Establishing release policies
• Planning the monitoring and reporting of process effectiveness
Configuration Management
• Defining the Configuration Management Database (CMDB) scope
• Determining Configuration Item (CI) naming conventions
• Planning for CMDB data discovery, collection and population
Exchanging Information
• Establishing information exchange between the Release and Control processes
• Integrating with other Service Management processes
Monitoring and Reporting
• Monitoring and managing the Release and Control activities
• Identifying key issues impacting effective operation
• Establishing metrics and management information
• Developing and monitoring critical success factors and key performance indicators
The Art of Service
Email: [email protected] | Web: http://theartofservice.com | eLearning: http://theartofservice.org
Phone: [phone] | Brisbane, Australia
5
Maintaining the Procedures
• Mapping Release and Control procedures to daily work activities
• Defining criteria for Change prioritization
• Planning resource allocation for releases
• Ensuring CMDB quality through verification and audit
Establishing Change Management
Classifying, Prioritizing and Approving Changes
• Standard
• Intermediate
• Urgent
• Emergency
• High
• Medium
• Low
Change Manager Responsibilities
• Filtering Requests for Change (RFC)
• Selecting Change Advisory Board (CAB) and CAB/Emergency Committee membership
• Ensuring effectiveness through post-implementation review
Release Management Activities
Planning for Releases
• Release identification
• Determining requirements for full, delta and package releases
• Establishing Definitive Hardware Store (DHS) and Definitive Software Library (DSL)
Designing, building and configuring Releases
• Build management
• Ensuring fit-for-purpose testing
• Constructing back-out plans
Distribution and installation
• Training and communicating to all stakeholders
• Considering all technical and non-technical aspects of Releases
The Art of Service
Email: [email protected] | Web: http://theartofservice.com | eLearning: http://theartofservice.org
Phone: [phone] | Brisbane, Australia
6
Applying Configuration Management
• Managing physical and logical relationships
• Establishing CI attributes
• Confirming software license compliance
• Identifying downtime through Status Accounting
Optimizing the Release and Control Processes
• Analyzing process outputs
• Proposing process improvements
• Utilizing key performance indicators
• Implementing reviews for process effectiveness
• Establishing ongoing quality improvements
• Applying quality standards

The Art of Service
Email: [email protected] | Web: http://theartofservice.com | eLearning: http://theartofservice.org
Phone: [phone] | Brisbane, Australia
7
Slide 1
i-Track
Practitioner Program
ITIL Release & Control
Processes
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Welcome to this “Clustered Practitioner Program” from The Art of Service.

This program is fully accredited by the globally recognized accreditation agency for IT Service Management
programs – EXIN.

The program has been developed and accredited in accordance with guidelines provided by EXIN.

The Art of Service
Email: [email protected] | Web: http://theartofservice.com | eLearning: http://theartofservice.org
Phone: [phone] | Brisbane, Australia
8
Slide 2
Introductions
Your presenter You
The Art of Service Your role(s)
Your experience
2 ©The Art of Service 2005

Space for notes about your Instructor:

Space for notes about your fellow students:

The Art of Service
Email: [email protected] | Web: http://theartofservice.com | eLearning: http://theartofservice.org
Phone: [phone] | Brisbane, Australia
9
Slide 3
Program
 Learn –theory and from others
 Evaluate –the good, the bad
 Test/Review –in course assessments
 Prepare –practice for your exam
 Times of day are not important at this level.
3 ©The Art of Service 2005

We have a lot to get through and we’re all mature enough to collectively agree that when we need a break we’ll take
one.

Lunch is around the middle of the day, but other than that the times are flexible.

The idea of this program is to allow you the opportunity to LEARN – to learn from each other and to learn from the
instructor. However, you are your own greatest teacher and these next few days give you the opportunity to learn if
you want to take it.

We’ll take a close look at what we learn. We’ll investigate it, diagnose it, discuss it and EVALUATE it.

We’ll TEST what we’ve learned – through presentations, in course assessments and mock examinations. This is all
designed to help you retain knowledge.
Then you will have time to PREPARE for your real examination.

The Art of Service
Email: [email protected] | Web: http://theartofservice.com | eLearning: http://theartofservice.org
Phone: [phone] | Brisbane, Australia