ITIL® Intermediate Capability Path – Planning, Protection and Optimization

About the course

The Service Capability series is of interest to those who are looking for a deeper understanding of specific IT Service Management processes, process activities, and the execution and use of these processes throughout the Lifecycle.

This Planning Protection and Optimization course highlights the practical aspects of the ITIL Service Lifecycle and the processes associated with Planning, Protection, and Optimization (PPO). The main focus of this course is on the operational-level process activities for Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management, and Demand Management. The course further teaches Critical Success Factors and supporting methods and approaches to executing these processes in a practical, hands-on learning environment.

Audience

The main target group for this ITIL® Intermediate Qualification Certificate includes, but is not restricted to:

  • IT professionals
  • Business managers
  • Business process owners
  • Individuals who require a deep understanding of the ITIL® Certificate in the Operational Support and Analysis processes and how it may be used to enhance the quality of IT service support within an organization
  • IT professionals who are working within an organization which has adopted and adapted ITIL® and who need to be informed about, and thereafter contribute to, an ongoing service improvement program
  • Operational staff involved in event management process, incident management process, request fulfillment process, problem management process, access management process, service desk, technical management, IT operations management and application management, and who wish to enhance their role-based capabilities
  • Individuals who have attained the ITIL® Foundation Certificate in IT Service Management and wish to advance to higher level ITIL® certifications
  • Individuals seeking the ITIL® Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL® Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.

Prerequisite

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management which shall be presented as documentary evidence to gain admission.

  • At least 30 contact hours with an Accredited Training Organization (ATO) or an accredited e-learning solution, as part of a formal, approved training course
  • 2 to 4 years’ professional experience working in IT service management is highly desirable
  • Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)
  • It is also recommended that candidates should complete at a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL® core guidance in preparation for the examination, specifically Chapter 2: Service management as a practice.

Additionally it is recommended that candidates:

  • Can demonstrate familiarity with IT terminology and understand Planning Protection and Optimization within the context of their own business environment.
    • Capacity management
    • Availability management
    • IT service continuity management (ITSCM)
    • Information security management
    • Demand management

Before attending training for the certification it is also strongly recommended that candidates read the ITIL® Service Lifecycle core publications and, in particular, the ITIL® Service Design publication.

Options of Course Delivery

  • In English and French
  • In class at the IT Chapter office located in Old Montreal, or virtual ONLINE (Instructor-Led) WEBEX
  • At the client site for group training to suit your needs

Certification Exam

  • This five (5) days classroom-training course with examination held on the afternoon of the 5th day and includes a sample examination and preparation to re-enforce the knowledge gained.
  • The format of the examination consists of a closed book paper of 8 multiple-choice complex questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed an additional 30 minutes and allowed use of a dictionary). The passing mark is 70% or more than 28 correct answers.

Planning Protection and Optimization Course Content

Through a series of lectures designed at achieving a clear understanding of the ITIL® Best Practice lifecycle approach and through various exercises, assignments and discussions, participants can expect to gain the competence in the following areas upon successful completion of the education and examination components related to this certification:

  • Service design in PPO and lifecycle context
  • 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
  • Organizational roles relevant to PPO 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

The program covers the following modules:

The candidates are able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:

Introduction

  • Purpose and objectives and value of service design
  • The lifecycle in context
  • Service design basics
  • The role of design coordination within PPO

Capacity Management

  • The purpose 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, outputs and interfaces of capacity management and its interfaces with other processes
  • The capacity management information system and its role in information management
  • How the critical success factors and key performance indicators can be used to demonstrate the efficiency and effectiveness of successful capacity management
  • Challenges and risks of capacity management

Availability Management

  • The purpose 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, outputs and interfaces of availability management, and its interface with other processes
  • How availability management relates to information management
  • How the critical success factors and key performance indicators can be used to demonstrate the efficiency and effectiveness of successful availability management
  • Challenges and risks of availability management

IT service Continuity Management

  • The purpose 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 stages 1-4 of the ITSCM lifecycle:
  • Initiation
  • Requirements and strategy
  • Implementation
  • Ongoing operation
  • Invocation of ITSM
  • The triggers, inputs, outputs and interfaces of ITSCM, and its interface with other processes
  • Information management for ITSCM
  • How the critical success factors and key performance indicators can be used and applied to demonstrate the efficiency and effectiveness of successful IT service continuity management
  • Challenges and risks of ITSCM

Information Security Management

  • The purpose 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, outputs and interfaces of information security management
  • Information security management and the security management information system (SMIS)
  • How the critical success factors and key performance indicators can be used and applied to demonstrate the efficiency and effectiveness of successful information security management
  • Challenges and risks of ISM

Demand Management

  • Purpose and objectives of demand management
  • Scope of demand management
  • Value to business
  • Policies, principles and basic concepts
  • Process activities, methods and techniques of demand management
  • Triggers, inputs, outputs and interfaces
  • Information management and demand management
  • Critical success factors and key performance indicators
  • Challenges and risks of demand management

Planning, Protection and Optimization Roles and Responsibilities

The key roles/functions responsible for executing each process step as related to:

  • Process manager
  • Process practitioner
  • Capacity management process manager
  • Availability management process manager
  • IT service continuity management process manager
  • Information security management process manager
  • Demand management roles

Technology and Implementation Considerations

  • 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
  • How to plan and implement service management technologies
  • The consideration for implementing technologies in supporting the processes within planning, protection and optimization practice, in particular, designing technology architectures

Format

check eLearning Self-Study

Duration

90 days

Price

$760

Group discounts available

Schedule

Inquire

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IT Chapter Training Facility is located at

300 St-Sacrement, Suite 407 Montreal, QC H2Y 1X4

Tel: 514.868.2116 / 514.431.0542
E-mail: contact@itchapter.com