ITIL® v3 Intermediate Qualification: Planning, Protection and Optimisation

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 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 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 optimise the Planning, Protection and Optimisation 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 v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day.

Workshop Course

Workshops offer you knowledge of the Planning, Protection and Optimisation processes and include:

Utilising capacity and availability management to realise successful Service Design
Ensuring that services are fit-for-purpose and fit-for-use
Identifying and mitigating risks
Applying Continual Service Improvement

Important Course Information

Pre-course reading required
Approximately 1 hour of home study each evening
Course fee includes the ITIL Intermediate Qualification: Planning, Protection and Optimization Certification Exam
The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) 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.

It is also strongly recommended that candidates:

Can demonstrate familiarity with IT terminology and understand the context of Planning, Protection and Optimization management in their own business environment,
Have exposure working in a Service Management capacity within a service provider environment, with responsibility emphasizing on 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,
Complete the pre-course work, which includes reading the Key Element Guide Service Design, reviewing the certification syllabus and reading the ITIL Service Lifecycle core publications—in particular, the Service Design book—in advance of attending the course.

Course Content

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 program
CSI in respect to organisational change
Best practice elements of CSI
Measuring service performance
Cost benefit justification

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