The course builds on the principles covered as part of the ITIL Foundation course and is aligned to the 2011 syllabus. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications. The ITIL Intermediate Qualification: Planning, Protection and Optimization (PPO) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications.

Target Audience

This course is primarily for IT Managers and Practitioners involved in the strategy, design, implementation and on- going support and delivery of business IT services and those interfacing with information systems who require an insight into Service Management best practice. This may include;

• IT professionals, Business managers, Business process owners, Individuals who require a deep understanding of how the ITIL Certificate in the Planning Protection and Optimization processes may be used to enhance the quality of IT service support within an organization;
• IT professionals who are working within an organisation that has adopted and adapted ITIL, and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme;
• Operational staff involved in capacity management, availability management, ITSCM, information security management, and demand 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.

Objectives

• Capacity management
• Availability management
• IT service continuity management (ITSCM)
• Information security management
• Demand management

Prerequisites

Delegates are required to meet the following mandatory prerequisites:

• Hold the ITIL Foundation V3 Certificate

To be eligible for the examination leading to the ITIL Planning, Protection and Optimisation Certificate, the candidate must fulfil the following requirements:

• Undertake at least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organisation (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
• 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 a minimum of 12 hours of personal study, reviewing the syllabus and the pertinent areas within the ITIL Service Design core guide, specifically Chapter 2: Service management as a practice

Testing and Certification

The examination is a 90 minute paper with eight (8) multiple choice, scenario-based, gradient-scored questions taken at the end of the course. The pass mark is 28/40. The exam to be charged separately. Please note you must bring a copy of your ITIL Foundation exam certificate, this is required in order for you to take the exam associated with this course. On successful completion of the course and passing of the subsequent exam 3 number of credits will be awarded by the examining institute. Exam is included in the course fee

Course Content

Introduction to planning, protection and optimization:

• Full understanding of PPO terms and core concepts.
• The value to the business of PPO activities
• The lifecycle within the PPO context
• The purpose and objective of service design as it relates to PPO
• The basic service design principles

Learning Unit PPO02: Capacity management:

• The knowledge, interpretation and analysis of capacity management principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.
• The end-to-end process flow for capacity 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 PPO practices
• The benefits and business value that can be gained from capacity management

Availability management:

• The knowledge, interpretation and analysis of availability management principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.
• The end-to-end process flow for availability management, including 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

IT service continuity management (ITSCM):

• The knowledge, interpretation and analysis of ITSC management principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.
• The end-to-end process flow for ITSCM, including 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 on-going operation) and how each can be used to support PPO
• A measurement model and the metrics used to support ITSCM within PPO practices
• The benefits and business value that can be gained from ITSCM

Information security management:

• The knowledge, interpretation and analysis of information security management principles, techniques and relationships and their correct application to enable effective services planning,
• Oprotection and optimization.
• The end-to-end process flow for security 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 PPO practices
• The benefits and business value that can be gained from security management

Demand management:

• The knowledge, interpretation and analysis of demand management principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.
• The end-to-end process flow for demand 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
• The benefits and business value that can be gained from demand management in support of PPO
• Planning, protection and optimization roles and responsibilities:
• The knowledge, interpretation and analysis of organizational roles, principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.
• 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.

Technology and implementation considerations:

• The knowledge, interpretation and analysis of technology and implementation principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.
• Service management tools, where and how they can be 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