ITIL® v3: Planning, Protection & Optimisation
5 days non residential
ITILv3 Capability Stream Module
The Service Capability series is focused on role based clusters in a modular set, each with a certification. Each cluster contains groupings of processes and roles from within Service Management, intended to offer candidates a balanced knowledge of ITIL practices which have direct interaction and dependencies in their daily use.
This Planning, Protection and Optimisation module focusses on:
- Availability Management
- Capacity Management
- IT Service Continuity Management
Demand Management
Risk Management
Information Security Management
Course Objectives
Candidates completing the course can expect to gain an understanding of Planning, Protection & 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 & 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 & critical success factors associated with PPO
- recognition of how to measure PPO
- realisation of the importance of IT Security and its contribution to PPO
Who will the course benefit?
- Individuals who require a detailed understanding of Planning, Protection & Optimisation and how it may be implemented to enhance the quality of IT service provision within an organisation
- operational staff involved in Capacity Management, Availability Management, ITSCM, Information Security Management, Demand Management & 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 & 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 & 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 Content
Introduction to Planning, Protection & Optimisation (PPO)
service as a concept (the role of utilities, warranties, capabilities & resources)
service as a value proposition & 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 & 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 & 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 & 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 & effectiveness
Demand Management
the basic concepts
activity based Demand Management & business activity patterns
the interfaces to Service Design
managing demand for services
the main activities, methods & techniques in relation to PPO
Roles & Responsibilities
the key roles / functions responsible for executing each process step
Technology & Implementation Considerations
generic requirements
evaluation criteria for technology and tools
how to implement Service Management technologies
practices for process implementation
challenges, critical success factors & risks of implementation
Examinations
Notes
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 & ISBN 978-0-11-331045-6).
Follow-on Courses
These certificates will be of interest to delegates working with the processes a bnd areas listed above; it is also a modules for delegates working towards the ITIL Expert Certification via the Capability Stream.
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