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Instructor Led Training

ITIL® Intermediate: Planning, Protection, and Optimization

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 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
• 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

Following completion of this unit, the candidate should possess knowledge of:

• The importance of Service Management as a Practice concept and Service Operation Principles, Purpose and Objective
• The importance of ITIL® Planning, Protection and Optimization while providing service
• How all processes in ITIL® Planning, Protection and Optimization interact with other Service Lifecycle Processes
• The processes, activities, methods and functions used in each of the ITIL® Planning, Protection and Optimization processes
• How to use the ITIL® Planning, Protection and Optimization processes, activities and functions to achieve operational excellence
• How to measure ITIL® Planning, Protection and Optimization
• The importance of IT Security and its contributions to ITIL® Planning, Protection and Optimization
• Understanding of technology and implementation considerations surrounding ITIL® Planning, Protection and Optimization Challenges, Critical Success Factors and Risks associated to ITIL® Planning, Protection and Optimization
• Challenges, Critical Success Factors and Risks associated to ITIL® Planning, Protection and Optimization

The program will cover the following modules:

Introduction
This unit introduces the candidate to the concepts and terminology of the Service Lifecycle and the role of PPO within the Lifecycle. It will enable the candidates to understand and describe:
• Service Management as a practice
• The concept of Service, its value proposition and composition
• The functions and process across the Lifecycle
• The role of the processes in the Service Lifecycle
• How Service Management creates business value
• How the processes within Planning, Protection and Optimization practices support the Service Lifecycle, including their roles and responsibilities

Capacity Management
This unit covers the Capacity Management process and how it contributes to Planning, Protection and Optimization. It will enable the candidates to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
• The purpose, goal 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 and outputs of Capacity Management and its interfaces with other processes
• How the key metrics can be used to demonstrate the efficiency and effectiveness of successful Capacity Management


Availability Management
This unit covers the Availability Management process and how it contributes to Planning, Protection and Optimization. It will enable the candidates to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
• The purpose, goal 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 and outputs of Availability Management, and its interface with other processes
• How the key metrics can be used to demonstrate the efficiency and effectiveness of successful Availability Management

IT Service Continuity Management
This unit covers the IT Service Continuity Management (ITSCM) process and how it contributes to Planning, Protection and Optimization. It will enable the candidates to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
• The purpose, goal 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 Stage 1 of the ITSCM lifecycle, Initiation
• The main activities, methods and techniques that enable ITSCM and how they relate to Planning, Protection and Optimization, particularly Stage 2 of the ITSCM lifecycle, Requirements and Strategy
• The main activities, methods and techniques that enable ITSCM and how they relate to Planning, Protection and Optimization, particularly Stage 3 of the ITSCM lifecycle, Implementation
• The main activities, methods and techniques that enable ITSCM and how they relate to Planning, Protection and Optimization, particularly Stage 4 of the ITSCM lifecycle, Ongoing Operation
• The triggers, inputs and outputs of ITSCM, and its interface with other processes
• How the key metrics can be used and applied to demonstrate the efficiency and effectiveness of successful IT Service Continuity Management

Information Security Management
This unit covers the Information Security Management process and how it contributes to Planning, Protection and Optimization. It will enable the candidates to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
• The purpose, goal 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 and outputs of Information Security Management and its interface with other processes
• How the key metrics can be used and applied to demonstrate the efficiency and effectiveness of successful Information Security Management


Demand Management
This unit covers the Demand Management process and how it contributes to Planning, Protection and Optimization. It will enable the candidates to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
• The basic concepts of Demand Management
• The activity based Demand Management and business activity patterns
• The interfaces to Service Design
• Managing demand for Service
• Analyze and discuss the main activities, methods and techniques that enable this process and how they relate to Planning, Protection and Optimization

Challenges, Critical Success Factors and Risks
This unit covers Challenges, Critical Success Factors and Risks and how they contribute to Planning, Protection and Optimization. It will enable the candidates to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
• The challenges, Critical Success Factors and risks are, related to Capacity and Demand Management
• What the challenges, Critical Success Factors and risks are, related to Availability Management
• What the challenges, Critical Success Factors and risks are, related to ITSCM
• What the challenges, Critical Success Factors and risks are, related to Information Security Management
• Explain the challenges, Critical Success Factors and risks directly associated with Service Design phase of the Service Lifecycle and how it relates specifically to PPO

Planning, Protection and Optimization Roles and Responsibilities
This unit enables the candidate to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze how Service roles and responsibilities contribute to Planning, Protection and Optimization. It will enable the candidates to recognize the key roles / functions responsible for executing each process step as related to:
• Capacity Management process
• Availability Management process
• IT Service Continuity Management process
• Information Security Management process

Technology and Implementation Considerations
This unit covers Technology and Implementation Considerations and how they contribute to Planning, Protection and Optimization. It will enable the candidates to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
• 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

Summary, Exam Preparation and Directed Studies
This module summarizes the material covered in the previous modules and prepares candidates for the examination through the review and practice of a mock examination. The Examination is comprised of eight (8) multiple choice, scenario-based, gradient scored questions. The standard duration of the exam is Maximum 90 minutes.
 

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5 days
$3,575.00

 

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