Course Overview
This 4-day course immerses learners in the practical aspects of the
ITIL Service Lifecycle and processes associated with the Planning
Protection and Optimization of services and service delivery. The
main focus of this course is on the operational-level process
activities and supporting methods and approaches to executing these
processes in a practical, hands-on learning environment. This
training is intended to enable the holders of the certificate to
apply the practices throughout the Service Management Lifecycle.
This course is designed using an engaging scenario-based approach to
learning the core disciplines of the ITIL best practice and
positions the student to successfully complete the associated exam.
Exam
- Evidence of ITIL Foundation Certificate or ITIL v2 Foundation + v3 Foundation Bridge Certificate and completion
of the Planning Protection and Optimization Capability course from
an Accredited Training Provider is required to sit the exam
- It is recommended that students should complete at least 12 hours
of personal study by reviewing the syllabus and the associated areas
of the ITIL Service Management Practice core guidance, in particular
Service Design publication in preparation for the examination.
- The exam is a closed book exam with eight (8) multiple choice,
scenario-based, gradient scored questions.
- Exam duration is a maximum 90 minutes for all candidates in their
respective language (candidates sitting the examination in a
language other than their first language have a maximum of 120
minutes and are allowed to use a dictionary)
- Each question will have 4 possible answer options, one of which is
worth 5 marks, one which is worth 3 marks, one which is worth 1
mark, and one which is a distracter and achieves no marks.
- Pass score is 28/40 or 70%
- Distinction pass score is under consideration
Prerequisites
- ITIL Foundation Certification
- There is no minimum mandatory requirement but 2 to 4 years
professional experience working in IT Service Management is highly
desirable.
It is also strongly recommended that candidates:
- Can demonstrate familiarity with IT terminology and understand the
context of Planning Protection and Optimization management of their
own business environment is strongly recommended.
- Have exposure working in the service management capacity within a
service provider environment, with responsibility emphasizing on at
least one of the following management processes
Audience
The Planning Protection and Optimization
Capability course will be of interest to:
- Individuals who have their ITIL Foundation Certificate (or the ITIL v2 Foundation + v3 Foundation Bridge certificate) who want to
purse the intermediate and advanced level ITIL certifications
- Individuals and / or operational staff who require a deep
practical understanding of the Planning Protection and Optimization
processes and how these may be used to enhance the quality of IT
service support within an organization, for example: operational
staff involved in Capacity Management, Availability Management, IT
Service Continuity Management, Information Security Management,
Demand Management and Risk Management
- IT professionals involved in IT Service Management implementation
and improvement programs.
- A typical role includes (but is not restricted to): IT
professionals, IT / business managers and IT / business process
owners and IT practitioners
Credits
• Upon successful passing of the ITIL Capability PPO exam, the
student will be recognized with 4
credits in the ITIL qualification scheme.
• Project Management Institute – Professional Development Units (PDUs)
= 35
Daily Agenda Outline
Day 1
Service Management as a practice
• The concept of Service, its value proposition and composition
• The functions and process across the Lifecycle
• The role of the processes in the Service Lifecycle
• How Service Management creates business value
• How the processes within Planning, Protection and
Optimization practices support the Service Lifecycle, including
their roles and responsibilities
Exercises - Introduction (30 minutes)
The purpose, goal and objectives of Capacity Management
• The scope of Capacity Management
• The importance of Capacity Management as a process to generate
business value
• Capacity Management policies, principles and basic concepts
• The main activities, methods and techniques that enable Capacity
Management and how they relate to Planning, Protection and
Optimization.
• The triggers, inputs and outputs of Capacity Management and its
interfaces with other processes
• How the key metrics can be used to demonstrate the efficiency and
effectiveness of successful Capacity
Management
Exercises - Capacity Management – Capacity Planning (45 minutes)
Day 2 & 3
The purpose, goal and objectives of the process
• The scope of the process
• The importance of Availability Management as a process to generate
business value
• Availability Management policies, principles and basic concepts
• The main activities, methods and techniques that enable
Availability Management and how they relate to Planning, Protection
and Optimization.
• The triggers, inputs and outputs of Availability Management, and
its interface with other processes
• How the key metrics can be used to demonstrate the efficiency and
effectiveness of successful Availability Management
Exercises
• Availability 1 – Analysis (45 minutes)
• Availability 2 – Understanding Design (30 minutes)
The purpose, goal and objectives of the process
• The scope of the process
• The importance of ITSCM as a process to generate business value
• ITSCM policies, principles and basic concepts
• The main activities, methods and techniques that enable ITSCM and
how they relate to Planning, Protection and Optimization,
particularly Stage 1 of the ITSCM lifecycle,Initiation
• The main activities, methods and techniques that enable ITSCM and
how they relate to Planning, Protection and Optimization,
particularly Stage 2 of the ITSCM lifecycle,Requirements and
Strategy
• The main activities, methods and techniques that enable ITSCM and
how they relate to Planning, Protection and Optimization,
particularly Stage 3 of the ITSCM lifecycle, Implementation
• The main activities, methods and techniques that enable ITSCM and
how they relate to Planning, Protection and Optimization,
particularly Stage 4 of the ITSCM lifecycle, Ongoing Operation
• The triggers, inputs and outputs of ITSCM, and its interface with
other processes
• How the key metrics can be used and applied to demonstrate the
effi ciency and effectiveness of successful IT Service Continuity
Management
Exercises - IT Service Continuity Management (20 minutes)
The purpose, goal and objectives of the process
• The scope of the process
• The importance of Information Security Management as a process to
generate business value
• Information Security Management policies, principles and basic
concepts
• The main activities, methods and techniques that enable this
process and how they relate to Planning, Protection and Optimization
• The triggers, inputs and outputs of Information Security
Management and its interface with other processes
• How the key metrics can be used and applied to demonstrate the
efficiency and effectiveness of successful Information Security
Management
Exercises - Security – Creating awareness (30 minutes)
Day 3 & 4
• The basic concepts of Demand Management
• The activity based Demand Management and business activity
patterns
• The interfaces to Service Design
• Managing demand for Service
• Analyze and discuss the main activities, methods and techniques
that enable this process and how they relate to Planning, Protection
and Optimization.
Exercises
• Demand Management - PBA (30 minutes)
The challenges, Critical Success Factors and risks are, related
to Capacity and Demand Management
• What the challenges, Critical Success Factors and risks are,
related to Availability Management
• What the challenges, Critical Success Factors and risks are,
related to ITSCM
• What the challenges, Critical Success Factors and risks are,
related to Information Security Management
• Explain the challenges, Critical Success Factors and risks
directly associated with Service Design phase of the Service
Lifecycle and how it relates specifically to PPO
• Recognize the key roles / functions responsible for executing
each process step as related to:
• Capacity Management process
• Availability Management process
• IT Service Continuity Management process
• Information Security Management process
Exercises - R&R – Distinguishing (30 minutes)
Day5
The generic requirements for technology to assist Service Design
• The evaluation criteria for technology and tooling for process
implementation
• The good practices for practice and process implementation
• The challenges, Critical Success Factors and risks related to
implementing practices and processes
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