Introduction and Overview

• Planning, Protection and Optimisation 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 Optimisation 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

• Analysing 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 Optimisation 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 Optimisation

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 Optimisation
• 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

• Analysing 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

Continual Service Improvement

• Implementing an effective CSI programme
• CSI in respect to organisational change
• Best practice elements of CSI
• Measuring service performance
• Cost benefit justification