ITIL ® Intermediate Capability Module Planning, Protection & Optimization Bukit Merah, Central

Course details

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