ITIL® Intermediate Capability Module Planning, Protection & Optimization هذه الدورة تدرس باللغة الإنجليزية

تفاصيل الدورة

Participants will learn the principles and core elements of the Service Capability approach to IT Service Management as well as focusing on the processes & roles,  activities and their execution throughout the Service Lifecycle.

Lesson 1: Course Introduction

• Introduction/Housekeeping
• Service Management as a practice
• Service, its value proposition and composition
• Functions and processes across the lifecycle
• The role of processes in the Service Lifecycle
• How Service Management creates business value
• How Planning, Protection and Optimization supports the Service Lifecycle

Lesson 2: Capacity Management

• Purpose, goal, objectives & scope
• Importance of Capacity Management as a process to generate business value
• Policies, principles and basic concepts
• Activities, methods and techniques that enable Capacity Management and how they relate to Planning, Protection and Optimization.
• Triggers, inputs, outputs and interfaces with other processes
• How the key metrics can be used to demonstrate the efficiency and effectiveness of successful Capacity Management

Lesson 3: Availability Management

• Purpose, goal, objectives & scope
• Importance of Availability Management as a process to generate business value
• Policies, principles and basic concepts
• Activities, methods and techniques that enable Availability Management and how they relate to Planning, Protection and Optimization.
• Triggers, inputs, outputs and interfaces with other processes
• How the key metrics can be used to demonstrate the efficiency and effectiveness of successful Availability Management

Lesson 4: IT Service Continuity Management

• Purpose, goal, objectives & scope
• Importance of ITSCM as a process to generate business value
• Policies, principles and basic concepts
• Activities, methods and techniques that enable ITSCM and how each particular Stage relates to Planning, Protection and Optimization
• Triggers, inputs, outputs and interfaces with other processes
• How the key metrics can be used to demonstrate the efficiency and effectiveness of successful ITSCM

Lesson 5: Information Security Management

• Purpose, goal, objectives & scope
• Importance of Information Security Management as a process to generate business value
• Policies, principles and basic concepts
• Activities, methods and techniques that enable Information Security Management and how they relate to Planning, Protection and Optimization.
• Triggers, inputs, outputs and interfaces with other processes
• How the key metrics can be used to demonstrate the efficiency and effectiveness of successful Information Security Management

Lesson 6: Demand Management

• Basic concepts of Demand Management
• Activity based Demand Management and business activity patterns
• Interfaces to Service Design
• Managing demand for Services
• Activities, methods and techniques that enable this process and how they relate to Planning, Protection and Optimization

Lesson 7: Challenges, Critical Success Factors and Risks

• Challenges, Critical Success Factors and risks related to Capacity & Demand Management
• Challenges, Critical Success Factors and risks related to Availability Management
• Challenges, Critical Success Factors and risks related to ITSCM
• Challenges, Critical Success Factors and risks related to Information Security Management
• Challenges, Critical Success Factors and risks directly associated with the Service Design phase of the Service Lifecycle and how it relates specifically to PPO

Lesson 8: Roles and Responsibilities

• Capacity Management process
• Availability Management process
• IT Service Continuity Management process
• Information Security Management process

Lesson 9: Roles and Responsibilities

• Requirements for technology to assist Service Design
• Evaluation criteria for technology and tooling for process implementation
• Practices for practice and process implementation
• Challenges, Critical Success Factors and risks related to implementing practices and processes

Lesson 11: Exam Preparation

• Sample Exams
• Feedback
• Recap

Prerequisites

ITIL® Foundation

Learning Objectives

At the end of this course, you will learn:

• The concept of Service Management as a practice
• The functions & processes across the Lifecycle
• The purpose, goal and objectives of Availability Management
• The purpose, goal and objectives of Capacity Management
• The purpose, goal and objectives of IT Service Continuity Management
• The purpose, goal and objectives of Information Security Management
• The purpose, goal and objectives of Demand Management
• Technology Implementation considerations