ITIL® Intermediate – Planning, Protection and Optimization

Course Description

Planning, Protection and Optimization (PPO) is part of the ITIL Intermediate Capability Stream and is one of the modules leading to the ITIL Expert Certification. This course focuses on the practical aspects of processes associated with the planning, protection and optimization of services and service delivery. It is recommended for individuals who require a deeper understanding of the PPO processes and how they may be implemented to enhance the quality of IT service management within an organization.

Who Should Attend

This course is suitable for:

  • IT professionals working in roles associated with Service Design and need to contribute to service improvement programmes
  • Operational staff, team leads, and managers who wish to enhance their role-based capabilities in capacity management, availability management, IT service continuity management, information security management and demand management
  • Individuals who have attained the ITIL Foundation Certificate and wish to advance to the ITIL Expert Certification.

Course Objectives

On completion of this course, participants can expect to gain competence in:

  • Deeper knowledge of capacity management, availability management, IT service continuity management, information security management and demand management
  • Challenges, critical success factors and risks associated with planning, protection and optimization
  • IT service continuity management as a capability to support overall business continuity management
  • Information security as part of the overall corporate governance framework

Course Outline

1. Introduction to PPO

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

2. 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

3. 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

4. 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

5. 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

6. 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

7. 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.

8. 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.
Course Duration 5 days
9.00am – 5.00pm daily
Pre-requisites ITIL Foundation Certificate in IT Service Management
OR ITIL V2 Foundation plus Foundation Bridge certificates

Course registrants must provide a scanned copy of their ITIL Foundation Certificate (or ITIL V2 Foundation plus Foundation Bridge Certificates) before they can attend the course.

Examination Format 90 minutes
8 multiple choice, scenario-based, gradient-scored questions
70% pass mark (i.e. 28 out of 40)
Closed book
Examination will be held on the last day of the course.
Certificate ITIL Intermediate Qualification: Planning, Protection and Optimization CertificateITIL Intermediate Qualification: Operational Support and Analysis Certificate
ITIL Credits 4 credit points towards the ITIL Expert Certification