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You Will Learn How To
- Prepare for and take the ITIL Intermediate Qualification: Planning, Protection and Optimisation Exam
- Plan key activities for the planning, protection and optimisation (PPO) processes in the context of the service lifecycle
- Attain operational excellence by using the planning, protection and optimisation processes, activities and functions
- Measure the success of planning, protection and optimisation by applying key metrics
Course Benefits ITIL planning, protection and optimisation best practices ensure IT departments can cost-effectively manage customer demand, availability and capacity while mitigating risk. In this course, you learn how to plan, implement and optimise the PPO processes and gain the skills required to take the ITIL Intermediate Qualification: Planning, Protection and Optimisation Certification Exam.
Who Should Attend This course is valuable for those who want to achieve ITIL Intermediate Qualification: Planning, Protection and Optimisation Certification. The ITIL Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day.
Workshop Course Workshops offer you knowledge of the PPO processes and include:
- Performing analyses to assist with capacity management
- Creating a capacity plan
- Conducting a resilience audit
- Producing priority based on a business impact analysis and devising an IT service continuity strategy
- Outlining an information security policy (ISP)
Important Course Information - Precourse reading required
- Approximately 1 hour of home study each evening
- Course includes a high degree of practical assignment work
- Course fee includes the ITIL Intermediate Qualification: Planning, Protection and Optimization Certification Exam
- The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent), or the ITIL Expert Certificate achieved via a bridging route, is required to attend this course and take the ITIL Certification Exam on the final day
Exam Entry Criteria Candidates must hold the ITIL v3 Foundation Certificate, the v3 Foundation Bridge Certificate or the ITIL Expert Certificate achieved via a bridging route. Two to four years of professional experience working in IT service management is highly desirable.
It is also recommended that candidates: -
Can demonstrate familiarity with IT terminology and understand the context of planning, protection and optimization management in their business environment;
- Have exposure to working in a service management capacity within a service provider environment, and have responsibility for at least one of the following management processes: capacity management, availability management, IT service continuity management, information security management, and demand management; and
- Complete a minimum of 12 hours of personal study, reviewing the syllabus and the pertinent areas within the ITIL Service Design core guidance, specifically Chapter 2: Service management as a practice.
Course Content Introduction and Overview
- PPO in the context of the service lifecycle
- Service optimisation
- Service design basics
- The role of design coordination within PPO
Capacity Management
Basic concepts
- Purpose, goals and objectives of capacity management
- Methods and techniques
- Capacity management policies, principles and basic concepts
Capacity management activities
- Conducting capacity management to contribute to quality assurance
- The capacity management information system
- Meeting cost and time constraints
Availability Management
Scope of availability management
- Purpose and objectives
- Availability management in relation to PPO
- Enabling availability management through methods and techniques
- How availability management creates business value
Concepts and activities
- Triggers, input and output to other processes
- Establishing metrics to ensure process quality
- Demonstrating the efficiency and effectiveness of successful availability management
IT Service Continuity Management (ITSCM)
ITSCM to generate business value
- Illustrating the main activities
- Initiation
- Requirements and strategy
- Implementation
- Ongoing operation
Primary activities
- Policies and principles
- Ensuring quality assurance when introducing services through effective ITSCM
- Managing risks
- Planning for recovery
- Challenges and critical success factors
Information Security Management (ISM)
Overview of ISM
- Analysing how ISM contributes to quality assurance for new services
- How ISM generates business value
- Aligning IT security with business security
Key activities for ISM implementation
- Methods and techniques
- Ensuring confidentiality, integrity and availability
- Key metrics to measure success
- Challenges and risks of ISM
Demand Management
Purpose of demand management
- Scope and objectives
- Service strategy and demand management
- Coupling capacity with demand
Identifying demand management patterns
- Activities, methods and techniques
- Influencing customer demand
- Managing demand for service
- Demand management techniques
Roles and Responsibilities
- Defining the key roles for executing each process step
- Process manager and process practitioner
- 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 PPO
- Good practices for implementation
- Determining the evaluation criteria for technology and process implementation
- Challenges, critical success factors and risks
- Designing technology architecture
- Considerations for planning and implementing service management technologies
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