ITIL Planning, Protection and Optimization (PPO)

Course details

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 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 the practices during the Service Management Lifecycle.

Course Objectives
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

• Service Management as a Practice
• Service Operation Principals
• The Processes pertaining to Operational Support and Analysis across the Service Lifecycle
• Organizing for Service Operation which describe functions to be performed within the Service Operation and Support such as Service Desk, Technical Management, IT Operations Management and Application Management
• Service Operations and Support Service Operation roles and responsibilities
• Technology and Implementation Considerations
• Challenges and Critical Success Factors and risks

Specific emphasis on the Service Operation Lifecycle processes and roles included in:

• Event Management which defines any detectable or discernible occurrence that has significance for the management of the IT Infrastructure or the delivery of an IT service
• Incident Management which has the capability to bring services back to normal operations as soon as possible, according to agreed service levels
• Request Fulfillment which fulfils a request providing quick and effective access to standard services which business staff can use to improve their productivity or the quality of business services and products
• Problem Management which prevents problems and resulting Incidents from happening, to eliminate recurring Incidents and to minimize the impact of Incidents that cannot be prevented
• Access Management which grants authorized users the right to use a service, while preventing access to non-authorized users

Operational activities of processes covered in other Lifecycle phases such as:

• Change Management
• Service Asset and Configuration Management
• Release and Deployment Management
• Capacity Management
• Availability Management
• Knowledge Management
• Financial Management for IT Services
• IT Service Continuity Management

Updated on 08 May, 2019