ITIL® Planning, Protection and Optimization (PPO)

 You Will Learn How To:

Prepare for and pass the ITIL Planning, Protection and Optimization (PPO) Exam.
Plan key activities for the PPO processes.
Attain operational excellence by using the PPO processes.
Apply key metrics to evaluate PPO success.
Recognize the details that comprise each PPO process.

Workshop Activities Include:
Performing analyses to facilitate capacity management.
Creating a capacity plan and conducting a resilience audit.
Prioritizing based on a business impact analysis.
Devising a continuity strategy.
Outlining an Information Security Policy (ISP).
Daily review sessions and exam practice.

Important Course Information:
Pre-course reading required.
Approximately 1 hour of home study each evening.
Course includes a high degree of practical assignment work.
Course tuition includes the ITIL Intermediate Qualification: Planning, Protection and Optimization. Certification Exam, as well as overview maps that illustrate the ITIL lifecycle stages, serving to reinforce key concepts and functioning as valuable reference tools.
The ITIL Foundation Certificate is required to attend this course and take the ITIL Certification Exam on the final day.

Who Should Attend:
This course is valuable for those who want to achieve the ITIL Intermediate Qualification: Planning, Protection and Optimization Certificate. The ITIL Foundation Certificate is required to attend this course and to take the ITIL Intermediate Planning, Protection and Optimization exam on the final day.

Training Hours:
Days 1 – 4 Course Hours:
8:30 a.m. – 4:00 p.m.
Four 10-minute breaks
60-minute lunch
Day 5 Course Hours – Last Day:
8:30 a.m. – 2:30 p.m.
Two 15-minute breaks
60-minute lunch
Course Exam*1:30 p.m. – 2:30 p.m.

Course Content:

PPO Introduction and Overview:

PPO in the context of the service lifecycle
Service optimization
Service design basics
The role of design coordination within PPO

Capacity Management

Basic concepts
Purpose, goals and objectives of capacity management
Methods and techniques
Capacity management, principles and basic concepts
Capacity management activities
Conducting capacity management for quality assurance
The capacity management information system
Meeting cost and time constraints

Availability Management

Scope of availability management
Purpose and objectives
Availability management in relation to PPO
Enabling availability management
How availability management creates business value
Concepts and activities
Triggers, input and output to other processes
Establishing metrics to ensure process quality
Demonstrating the efficiency and effectiveness of successful availability management

IT Service Continuity Management (ITSCM)

ITSCM to generate business value
Illustrating the main activities
Requirements and strategy
Ongoing operation
Primary activities
Policies and principles
Ensuring quality assurance when introducing services through effective ITSCM
Managing risks
Planning for recovery
Challenges and critical success factors

Information Security Management (ISM)

Overview of ISM
Analyzing how ISM contributes to quality assurance for new services
How ISM generates business value
Aligning IT security with business security
Key activities for ISM implementation
Methods and techniques
Ensuring confidentiality, integrity and availability
Key metrics to measure success
Challenges and risks of ISM

Demand Management

Purpose of demand management
Scope and objectives
Service strategy and demand management
Coupling capacity with demand
Identifying demand management patterns
Activities, methods and techniques
Influencing customer demand
Managing demand for service
Demand management techniques

Roles and Responsibilities
Defining the key roles for executing each process step
Process manager and process practitioner
Capacity management
Availability management
IT service continuity management
Information security management

Technology and Implementation Considerations

Generic requirements and evaluation criteria
Special technology functions and features related to PPO
Good practices for implementation
Determining the evaluation criteria for technology and process implementation
Challenges, critical success factors and risks
Designing technology architecture
Considerations for planning and implementing service management technologies