itil intermediate module - planning, protection and ... · itil® intermediate module - planning,...

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ITIL® Intermediate Module - Planning, Protection and Optimization

Duration 5 days

Prerequisites The knowledge and skills that a learner must have before attending this course are:• ITILFoundationcertification(required)• 2 to 4 years’ professional experience working in IT

service management is highly desirable• It is 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• Demand management

Who Should AttendThis course is targeted for: • Individuals who have attained the ITIL® Foundation

CertificateinITServiceManagementandwishtoadvance to higher level ITIL®certifications

• Individualswhorequireadeepunderstandingofhowthe ITIL®CertificateinthePlanning,ProtectionandOptimization processes may be used to enhance the qualityofITservicesupportwithinanorganization.

• IT professionals that are working within an organization that has adopted and adapted ITIL® who need to be informed about and thereafter contribute to an ongoing service improvement programme

• OperationalstaffinvolvedinCapacityManagement,AvailabilityManagement,ITSCM,InformationSecurityManagement,andDemandManagement,andwhowishto enhance their role-based capabilities

PPO

Benefits RealizedUpon completing this course, the learner will be able to understand:• ServiceDesigninPPOandlifecyclecontext

• ProcessesacrosstheservicelifecyclepertainingtothepracticeelementswithinPlanning,Protectionand Optimization

• CapacityManagementasacapabilitytorealizesuccessful service design

• AvailabilityManagementasacapabilitytorealizesuccessful service design

• ITServiceContinuityManagementasacapabilitytosupportoverallBusinessContinuityManagement

• InformationSecurityManagementaspartoftheoverall corporate governance framework

• Planning,ProtectionandOptimizationrolesandresponsibilities

• Technology and implementation considerations

• OrganizationalrolesrelevanttoPPO

• AndspecificallyinthefollowingkeyITIL® process and role areas:• CapacityManagement• AvailabilityManagement• ITServiceContinuityManagement• InformationSecurityManagement• DemandManagement• Challenges, critical success factors and risks for

planning, protection and optimization

ITIL® Intermediate - Service Capability Stream

• Individuals seeking the ITIL®ExpertCertificateinITServiceManagementforwhichthisqualificationcanbeoneoftheprerequisitemodules

• Individuals seeking progress toward the ITIL®MasterCertificateinITServiceManagementforwhichtheITIL®

Expertisaprerequisite

ITIL®isaregisteredtrademarkofAXELOSLimited,usedunderpermissionofAXELOSLimited.Allrightsreserved.TheSwirllogo™isatrademarkofAXELOSLimited,usedunderpermissionofAXELOSLimited.Allrightsreserved.

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Course Content

This instructor-led course is intended to enable the holders ofthecertificatetoapplythepracticesduringtheServiceManagementLifecycleandspecificallyinthefollowingkeyITIL® process and role areas:• CapacityManagement• AvailabilityManagement• ITServiceContinuityManagement• InformationSecurityManagement• DemandManagement

The ITIL®IntermediateQualification:Planning,ProtectionandOptimization(PPO)Certificateisafreestandingqualification,butisalsopartoftheITIL® Intermediate Capability stream, and one of the modules that leads to the ITIL®ExpertinITServiceManagementCertificate.A5 day intense course, our program will prepare learners for the ITIL®IntermediateQualificationExaminPlanning,ProtectionandOptimization(PPO).

Course Outline

• Module 1: Introduction to planning, protection and optimization (Contacthours:1.0)• ThevaluetothebusinessofPPOactivities• ThelifecyclewithinthePPOcontext• The purpose and objective of service design as it

relatestoPPO• The basic service design principles

• Module 2: Capacity management (Contacthours:4.0)• Theend-to-endprocessflowforcapacity

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 PPOpractices

• Thebenefitsandbusinessvaluethatcanbegainedfrom capacity management

• Module 3: Availability management (Contacthours:5.0)• Theend-to-endprocessflowforavailability

management, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other processes

• Thebenefitsandbusinessvaluethatcanbegainedfrom availability management

• A measurement model and the metrics that would be used to support availability management within PPOpractices

• Module 4: IT service continuity management (ITSCM) (Contacthours:5.0)• Theend-to-endprocessflowforITSCM,including

its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other processes

• ThefourstagesofITSCM(i.e.initiation,requirementsandstrategy,implementationandon-goingoperation)andhoweachcanbeusedtosupportPPO

• A measurement model and the metrics used to supportITSCMwithinPPOpractices

• ThebenefitsandbusinessvaluethatcanbegainedfromITSCM

• Module 5: Information security management (Contacthours:4.0)• Theend-to-endprocessflowforsecurity

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 PPOpractices

• Thebenefitsandbusinessvaluethatcanbegainedfrom security management

• Module 6: Demand management (Contacthours:4.0)• Theend-to-endprocessflowfordemand

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

• ThebenefitsandbusinessvaluethatcanbegainedfromdemandmanagementinsupportofPPO

• Module 7: Planning, protection and optimization roles and responsibilities (Contacthours:2.0)• The roles and responsibilities related to capacity,

availability,ITSCMandinformationsecuritymanagement,howtheyfitandareusedwithintheservicedesignorganizationtosupportPPO.

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• Module 8: Technology and implementation considerations (Contacthours:3.0)• Servicemanagementtools,whereandhowthey

canbeusedwithinPPOforprocessimplementation• The types of tools that support service design as

relatedtoPPO.• What best practices should be used in order to

alleviate challenges and risks when implementing service management technologies and designing technology architectures.

• Summary, Exam Preparation and Directed Studies (Contacthours:2.0)