ITIL V3 Intermediate Qualification: Planning, Protection
and Optimization (PPO) - LQITILPPO
Test Voucher not included with this course
Course Objectives
- Prepare for and take the ITIL Practitioner: Planning,
Protection and Optimization Exam
- Plan key activities for the Planning, Protection and
Optimization processes in the context of the Service Lifecycle
- Attain operational excellence by using the Planning, Protection
and Optimization processes, activities and functions
- Measure the success of Planning, Protection and Optimization by
applying key metrics
Course Benefits
ITIL Planning, Protection and Optimization best practices
ensures IT departments can cost-effectively manage customer demand,
availability and capacity while mitigating risk. In this course,
you learn how to plan, implement and optimize the Planning,
Protection and Optimization processes and gain the skills required
to take the ITIL Practitioner: Planning, Protection and
Optimization Certification Exam.
Prerequisite
The ITIL v3 Foundation Certificate the v3 Foundation Bridge
Certificate is required to take the ITIL Certification Exam on the
final day.
Exam Entry Criteria
- Candidates must hold the ITIL v3 Foundation Certificate or the
v3 Foundation Bridge Certificate.
- Students can demonstrate familiarity with IT terminology and
understand the context of Planning, Protection and Optimization
management in their own business environment,
- Students must have exposure working in a Service Management
capacity within a service provider environment with responsibility
for at least one of the following Service Management processes:
Capacity Management, Availability Management, IT Service Continuity
Management (ITSCM), Information Security Management, Demand
Management process challenges, critical success factors and Risk
Management,
Course Outline
Introduction and
Overview
- Planning, Protection and Optimization in the context of the
Service Lifecycle
- The Service value proposition
- Role of processes in Service Management
- How Service Management creates business value
Core Planning, Protection and Optimization
Processes
Capacity Management
- Conducting capacity management to contribute to quality
assurance
- Purpose, goals and objectives
- Delivering against Service Level targets
- Meeting cost and time constraints
- Activities, methods and techniques
- Fit-for-purpose and fit-for-use
Availability
Management
- Contributing to quality for fit-for-purpose and fit-for-use
services
- Scope of the process
- Enabling Availability Management through activities, methods
and techniques
- How Availability Management creates business value
- Triggers, input and output to other processes
- Establishing metrics to ensure process quality
IT Service Continuity Management
(ITSC)
- Ensuring quality assurance when introducing services through
effective ITSC management
- Illustrating the main activities
- Managing risks
- Planning for recovery
- Policies and principles
- Challenges and critical success factors
Information Security Management
- Analyzing how Information Security Management contributes to
quality assurance for new services
- Aligning IT security with business security
- Ensuring confidentiality, integrity and availability
- How Information Security Management generates business
value
- Activities, methods and techniques
- Key metrics to measure success
Demand Management
- Purpose, goals and objectives
- Influencing customer demand
- Coupling capacity with demand
- Activities, methods and techniques
Risk Management
- Risks relative to the Planning, Protection and Optimization
process management
- Identifying the challenges, critical success factors and risks
related to the other processes
- The risks directly related with Service Design
- How risks relate to the practice elements of Planning,
Protection and Optimization
Roles and Responsibilities
- Capacity management
- Availability management
- IT Service Continuity management
- Information Security management
Technology and Implementation
Considerations
- Generic requirements and evaluation criteria
- Special technology functions and features related to Planning,
Protection and Optimization
- Good practices for implementation
- Determining the evaluation criteria for technology and process
implementation
- Challenges, critical success factors and risks
- Considerations for planning and implementing Service Management
technologies
Common Service Activities
- Analyzing operations performed in day-to-day activities
- The maturity model of technology management
- Aligning operations with the overall service and process
objectives
- Service monitoring and control