ITIL Intermediate Service Capability Planning Protection and Optimization West

Course details

This course is a classroom training relevant for professionals who play a role in the daily implementation and execution of activities covered under Planning Protection and Optimization in order to deliver business value delivered through quality IT services. This course is a free-standing qualification and 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 official ITIL Service Life cycle publications. Practical examples and real life case studies are used to guide and assist with the understanding of key concepts throughout the course. At the end of the classroom training, the certification exam may be taken.

The ITIL Planning Protection and Optimization certificate is awarded to candidates passing the examination. Participants will also earn 35 Project Management Institute (PMI) Professional Development Units upon course completion.

COURSE OUTLINE

Introduction to PPO

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

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

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

IT Service Continuity Management

• 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

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

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

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.

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