ITIL V3 Intermediate In Planning, Protection And Optimization
Course Objective
Candidates can expect to gain competencies in the following upon successful completion of the
education and examination components related to this certification:
Service Management as a Practice
Processes across the Service Lifecycle pertaining to the practice elements within Planning,
Protection and Optimization
Capacity Management as a capability to realize successful service design
Availability Management as a capability to realize 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
Planning, Protection and Optimization roles and responsibilities
Technology and Implementation Considerations
Challenges, Critical Success Factors and risks
And specifically in the following key ITIL process and role areas:-
Capacity Management
Availability Management
IT Service Continuity Management
Information Security Management
Demand Management
Challenges, Critical Success Factors and risks for Planning, Protection and Optimization
In addition, the training for this qualification should include examination preparation, including a mock
examination opportunity.
Pre-requisites
Delegates must already hold the ITIL® V3 Foundation or V2 Foundation plus the Foundation Bridge
Certificate.
It is expected that individuals demonstrate familiarity with IT terminology and understand the context
of Operational Support and Analysis management of their own business environment.
Who Should Take this course
The main target candidate for the ITIL Intermediate
Qualification: Planning, Protection and Optimization
Certificate includes but is not restricted to:
IT professionals
Business managers
Business process owners
Training Duration:
Full-Time : 4 days (Time : 9.30am-5.30pm)
Training Methodology & Materials:
This is an intensive four-day course which includes the ITIL® V3 Service Operation examination
which takes place on the final day.
Course Outline:
Upon successful completion of this course delegates will be able to demonstrate competencies
in the following:
Learning Unit PPO01: Introduction to Planning, Protection and Optimization
Bloom’s Level 2 Objectives – Full understanding of PPO terms and core concepts
The concept of Service Management as a practice and how it delivers value to customers and the
business
The underpinning PPO processes and functions that support the Service Lifecycle
What makes up the Service Capability cluster “Planning, Protection and Optimization” (i.e. which
phase of the Service Lifecycle contribute to this capability and how they all interact) and its specific
focus on Service Design
Learning Unit PPO02: Capacity Management
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
The end-to-end process flow for Capacity Management inclusive of 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
Learning Unit PPO03: Availability Management
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
The end-to-end process flow for Availability Management inclusive 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
Learning Unit PPO04: IT Service Continuity Management (ITSCM)
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
The end-to-end process flow for ITSCM inclusive 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 Ongoing
Operation) and how each can be used to support PPO
A measurement model and the metrics that would be used to support ITSCM within PPO practices
The benefits and business value that can be gained from ITSCM
Learning Unit PPO05: Information Security Management
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
The end-to-end process flow for Security Management inclusive of 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 Security Management within
PPO practices
The benefits and business value that can be gained from Security Management
Learning Unit PPO06: Demand Management
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
The end-to-end process flow for Demand Management inclusive of 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 Level packages
The benefits and business value that can be gained from Demand Management in support of PPO
Learning Unit PPO07: Challenges, Critical Success Factors and Risks
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
The challenges and risks (e.g. staff, funding, management, etc.) in relation to: Capacity, Demand,
Availability, ITSCM and Security Management and how each challenge can be addressed
Critical Success Factors related to Capacity, Demand, Availability, ITSCM and Security
Management and how to measure and monitor them for each process and activity
The challenges and risks as well as related Critical Success Factors that are associated with
Service Design in its alignment with PPO
Learning Unit PPO08: Planning, Protection and Optimization Roles and Responsibilities
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
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
Learning Unit PPO09: Technology and Implementation Considerations
Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret
principles and relationships
Service Management tools, where and how they would can 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.
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