ITIL Capability - Planning, Protection & Optimisation
Objectives
Candidates completing the course can expect to gain an understanding of Planning, Protection and Optimisation (PPO) and its importance to the provision of service and the achievement of operational excellence.
This includes:
-competency in the principles, objectives, processes, activities, methods and functions employed within PPO and how they interact with the rest of the Lifecycle
-an appreciation of the technology considerations for PPO
-an awareness of the implementation considerations for PPO
-insight into the operational challenges, risks and critical success factors associated with PPO
-recognition of how to measure PPO
-realisation of the importance of IT Security and its contribution to PPO
Audience
The anticipated audience for this training includes:
-operational staff involved in Capacity Management, Availability Management, ITSCM, Information Security Management, Demand Management and Risk Management who wish to enhance their role-based capabilities
-IT professionals operating as Service Improvement stakeholders within an ITIL aligned organisation
-individuals seeking the ITIL Expert certification in IT Service Management
This includes but is not limited to IT Professionals, IT Operational Practitioners, Business Managers and Process Owners.
Pre-requisites
Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the V3 Foundation or v2 Foundation plus Bridge Certificate).
Please note that documentary evidence of this qualification and photographic ID will be required prior to sitting the examination.
It is also strongly recommended that candidates be able to demonstrate a familiarity with IT terminology and understand the context of Planning, Protection and Optimisation management in their own business environment.
In addition it is suggested that candidates have some experience of working in a service management capacity within a service provider environment, with responsibility relating to at least one of the ITIL processes of Capacity, Availability, ITSC, Information Security or Demand Management.
Course Structure
This classroom based course is a mix of lecture and discussion with practical exercises and coursework throughout.
The training includes detailed preparation for the examination which will be held at the end of Day Five.
Examination Format
A 90 minute, multiple choice paper featuring eight scenario-based, gradient scored questions.
Each question will have 4 possible answer options, one of which is worth 5 marks (the 'correct' answer), one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
In order to qualify for a pass, candidates must achieve a minimum of 28/40 (70%).
Documentation
Full course documentation is included in the price.
Pre-reading / Preparation:
Candidates are strongly encouraged to read the ITIL Service Lifecycle core publications in advance of attending the training with particular focus on the two books of ‘Service Design’ and ‘Service Strategy’. (ISBN 978-0-11-331047-0 and ISBN 978-0-11-331045-6).
Additional Note:
The course gives exposure to the following concepts and areas:
-Service Management as a Practice
-Processes across the Service Lifecycle pertaining to the capability of Planning, Protection and Optimisation management
-Capacity and Availability Management as a capability to realise successful service design
-IT Service Continuity Management as a capability to support overall Business Continuity Management
-Information Security Management as part of the overall corporate governance framework
Course Outline
Introduction to Planning, Protection and Optimisation (PPO)
-service as a concept (the role of utilities, warranties, capabilities and resources)
-service as a value proposition and value composition
-the ITIL processes, functions and roles
-the PPO processes and how they interact across Lifecycle
-the value to the business
Capacity Management
-the scope, purpose, goal and objectives
-the importance of the process in generating business value
-policies, principles and basic concepts
-the main activities, methods and techniques
-the triggers, inputs and outputs
-how key metrics can demonstrate the efficiency and effectiveness
Availability Management
-the scope, purpose, goal and objectives
-the importance of the process in generating business value
-policies, principles and basic concepts
-the main activities, methods and techniques
-the triggers, inputs and outputs
-How key metrics can demonstrate the efficiency and effectiveness
IT Service Continuity Management
-the scope, purpose, goal and objectives
-the importance of the process in generating business value
-policies, principles and basic concepts
-the main activities, methods and techniques of all 4 phases of ITSC
-the triggers, inputs and outputs
-how key metrics can demonstrate the efficiency and effectiveness
Information Security Management
-the scope, purpose, goal and objectives
-the importance of the process in generating business value
-policies, principles and basic concepts
-the main activities, methods and techniques
-the triggers, inputs and outputs
-how key metrics can demonstrate the efficiency and effectiveness
Demand Management
-the basic concepts
-activity based Demand Management and business activity patterns
-the interfaces to Service Design
-managing demand for services
-the main activities, methods and techniques in relation to PPO
Roles and Responsibilities
-the key roles / functions responsible for executing each process step
-generic requirements
-evaluation criteria for technology and tools
-how to implement Service Management technologies
-practices for process implementation
-challenges, critical success factors and risks of implementation