Intermediate Level

ITIL® Service Capability - Planning, Protection and Optimization

Course ID: ITILPPO

Duration: 5 Days


Course Summary

The Planning, Protection and Optimization (PPO) module is one of the certifications in the ITIL® Service Capability work stream. The module focuses on the practical application of PPO practices in order enable capacity, availability, IT service continuity, information security and demand management.

The content of the course is based mainly on the best practice guidance contained in the ITIL Service Design publication.

The PPO course is designed to develop organizations' and individuals' understanding of the ITIL Service Design processes. It can help ensure that new and updated services, service management systems and tools, technology architecture, processes and measurement systems, methods and metrics are designed to meet user needs and will require little further change once introduced


Details

Audience

  • Individuals who require a deep understanding of how the ITIL Certificate in the Planning, Protection and Optimization processes may be used to enhance the quality of IT service support within an organization
  • IT professionals whoare working within an organisation that has adopted and adapted ITIL, andwho need to be informed about, and thereafter contribute to, an ongoing service improvement programme
  • Operational staff involved in capacity management, availability management, ITSCM, information security management, and demand management, and 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 Certificate in IT Service Management for which the ITIL Expert is a prerequisite.

Certifications

ITIL Intermediate

Exam

ITIL Service Capability - Planning, Protection and Optimization exam

Investment

Instructor-led / Virtual Instructor-led

Singapore: SGD3,145
Malaysia: MYR8,000
Thailand: THB72,000
India: USD2,500

PREREQUISITES

Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be required:

  • Earlier ITIL (V2) Foundation plus Foundation Bridge
  • ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).

It is recommended that candidates:

  • Can demonstrate familiarity with IT terminology and understand the context of planning, protection and optimization management in their business environment.
  • Have exposure to working in a service management capacity within a service provider environment, and have responsibility for at least one of the following management processes:
    - Capacity management
    - Availability management
    - IT service continuity management
    - Information security management
    - Demand management

OBJECTIVES

  • Introduction to service transition
  • Service transition principles
  • Service transition processes
  • Managing people through service transitions
  • Organizing for service transition
  • Technology considerations
  • Implementing and improving service transition
  • Challenges, critical success factors and risks

COURSE CONTENT

Module 1: Introduction to planning, protection and optimization (PPO)

  • The value to the business of PPO activities
  • The lifecycle within the PPO context
  • The purpose and objective of service design as it relates to PPO
  • The basic service design principles

Module 2: Capacity management

  • The end-to-end process flow for capacity management, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other processes
  • A measurement model and the metrics that would be used to support capacity 
management within PPO practices
  • The benefits and business value that can be gained from capacity management

Module 3: Availability management

  • The end-to-end process flow for availability management, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces 
with other processes
  • The benefits and business value that can be gained from availability management
  • A measurement model and the metrics that would be used to support availability management within PPO practices

Module 4: IT service continuity management (ITSCM)

  • The end-to-end process flow for ITSCM, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other processes
  • The four stages of ITSCM (i.e. initiation, requirements and strategy, implementation and on-going operation) and how each can be used to support PPO
  • A measurement model and the metrics used to support ITSCM within PPO practices
  • The benefits and business value that can be gained from ITSCM

Module 5: Information security management

  • The end-to-end process flow for security management, including its design strategy, components, activities, roles and operation, its organizational structure and its interfaces with other processes
  • A measurement model and the metrics that would be used to support security management within PPO practices
  • The benefits and business value that can be gained from security management

Module 6: Demand management

  • The end-to-end process flow for demand management, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other processes
  • Activity-based demand management as it relates to business and user activity patterns and how these contribute to core and service packages
  • The benefits and business value that can be gained from demand management in support of PPO

Module 7: Planning, protection and optimization roles and responsibilities

  • The roles and responsibilities related to capacity, availability, ITSCM and information security management, how they fit and are used within the service design organization to support PPO.

Module 8: Technology and implementation considerations

  • Service management tools, where and how they can be used within PPO for process implementation
  • The types of tools that support service design as related to PPO.
  • What best practices should be used in order to alleviate challenges and risks when implementing service management technologies and designing technology architectures.

What's Next

The PPO module is worth four credits towards the minimum of 17 required to progress to the Managing Across the Lifecycle module, which is the final step before the ITIL Expert Level.

Credits obtained from the PPO qualification may not be combined with the credits obtained from the IPPI Practitioner module towards an ITIL Expert Level application due to the high level of content overlap.

 

Date created: Saturday 16th of February 2019 05:23:23 PM
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