ITIL® Service Capability: Planning, Protection and Optimization

The ITIL® Intermediate Qualification: Planning, Protection and Optimization (PPO) Certificate is a freestanding qualification, but is also part of the ITIL® Intermediate Capability stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL® Service Lifecycle core publications.

The ITIL® Certificate in Planning, Protection and Optimization is intended to enable the holders of the certificate to apply PPO practices during the service management lifecycle and specifically in the following key ITIL® process and role areas:

  • Capacity management

  • Availability management

  • IT service continuity management (ITSCM)

  • Information security management (ISM)

  • Demand management


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.

Course Outline

1. Planning, Protection, and Optimization



  • Processes

  • Purpose, Objectives, and Value of Service Design

  • Lifecycle within the PPO Context

  • Scope and Flow of Service Design

  • Service Requirements

  • Business Requirements and Drivers

  • Business Value of Service Design

  • Comprehensive and Integrated Service Design

  • Direction, Policy, and Strategy of Service Design

  • Optimizing Design Performance

  • Purpose and Objectives of the Design Coordination Process

  • Scope of the Design Coordination Process

  • Business Value of the Design Coordination Process


2. Demand Management



  • Purpose, Objectives, and Scope

  • Business Value

  • Policies, Principles, and Basic Concepts

  • Activities, Methods, and Techniques

  • Triggers, Inputs, and Outputs

  • Process Interfaces

  • Information Management

  • CSFs and KPIs

  • Challenges and Risks

  • Roles and Responsibilities


3. Capacity Management



  • Purpose and Objectives

  • Scope of Capacity Management

  • Business Value

  • Policies, Principles, and Basic Concepts

  • Activities, Methods, and Techniques

  • Triggers, Inputs, and Outputs

  • Process Interfaces with Capacity Management

  • Information Management in Capacity Management

  • CSFs and KPIs

  • Challenges and Risks

  • Roles and Responsibilities


4. Availability Management



  • Purpose and Objectives

  • Scope of Availability Management

  • Business Value

  • Policies, Principles, and Basic Concepts

  • Vital Business Functions

  • Activities, Methods, and Techniques

  • Triggers, Inputs, and Outputs

  • Process Interfaces

  • Information Management

  • CSFs and KPIs

  • Challenges and Risks

  • Roles and Responsibilities


5. IT Service Continuity Management



  • Purpose and Objectives

  • Scope of ITSCM

  • Business Value

  • Policies, Principles, and Basic Concepts

  • Activities, Methods, and Techniques

  • Process Interfaces

  • Information Management

  • CSFs and KPIs

  • Challenges and Risks

  • Roles and Responsibilities


6. Information Security Management



  • Purpose and Objectives

  • Scope of ISM

  • Business Value

  • Policies, Principles, and Basic Concepts

  • Activities, Methods, and Techniques

  • Triggers, Inputs, and Outputs

  • Process Interfaces

  • Information Management

  • CSFs and KPIs

  • Challenges and Risks

  • Roles and Responsibilities


7. Technology and Implementation Considerations



  • Best Practices for Service and Process Implementation

  • Generic Technology Requirements for Service Design

  • Technology and Management Architectures

  • Selection of Tools and Technology to Support Service Design

  • Planning and Implementing Service Management Tools

  • Challenges, Risks, and CSFs


8. Exam Preparation/Mock Exam


9. Exam


 

CERTIFICATION EXAMINATION
To be eligible for the exam, the candidate must fill the following requirements:

  • At least 30 contact hours of instruction

  • Suggested 2 to 4 years professional experience

  • Hold the ITIL® Foundation Certificate in IT Service Management


 

 
ITIL® is a registered trade mark of AXELOS Limited.
The Swirl logo™ is a trade mark of AXELOS Limited.

 

 

Audience

The target group of the ITIL Intermediate Qualification: Planning, Protection and Optimization Certificate includes, but is not restricted to:



    • IT professionals

    • Business managers

    • Business process owners

    • 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 who are working within an organization that has adopted and adapted ITIL, and who need to be informed about, and thereafter contribute to, an ongoing service improvement program.

    • 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.

Prerequisites

  • ITIL Foundation Certification (v3 or newer) required

  • Two to four years of relevant work experience

  • To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publication Service Design (2011 Edition, ISBN 9780113313051) and complete at least 12 hours of personal study

Available Course Dates

07/24/2017 10:00 am - 07/27/2017 6:00 pm
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