COURSE DESCRIPTION:This ITIL Intermediate Course immerses learners in
the practical aspects of the ITIL Service Lifecycle and Processes
associated with the Planning, Protection, and Optimization of
services. The main focus of this Course is on operational-level
Process activities and supporting methods and approaches to execute
these Processes in a practical, hands-on Learning environment. This
Course uses an optimal mix of Learning methods to provide learners
with the most effective way to build their ITIL knowledge with respect
to Planning, Protection, and Optimization and to apply this knowledge
in real life. Learners can complete eLearning modules on their own
time to build their knowledge and then participate in interactive
classroom or virtual classroom sessions to apply this knowledge in
Practice.
COURSE TOPICS:
UNIT 1. INTRODUCTION TO PLANNING, PROTECTION AND OPTIMIZATION (PPO)
● Purpose, Objectives, and Value of Service Design
● The Lifecycle in Context
● Basics of Service Design
● Role of Design Coordination within PPO
● Group/Individual Exercise
● Summary of Unit 1
UNIT 2. CAPACITY MANAGEMENT
● Purpose and Objectives
● Scope of Capacity Management
● Policies, Principles and Basic Concepts
● Activities, Methods, Techniques and Relationship with
Other Processes
● Business Capacity Management
● Service Capacity Management
● Component Capacity Management
● Design-Related Activities
● Ongoing Iterative Activities of Capacity Management
● Demand Management in Capacity Management
● Modeling and Trending
● Application Sizing
● Triggers, Inputs, Outputs and Interfaces with Other
Processes
● Information Management
● Critical Success Factors and Key Performance Indicators
for Successful Capacity Management
● Challenges and Risks
● Group/Individual Exercise
● Sample Test Question
● Summary of Unit 2
UNIT 3. AVAILABILITY MANAGEMENT
● Purpose and Objectives
● Scope of the Process
● Value to the Business
● Policies, Principles and Basic Concepts
● Process Activities, Methods, and Techniques
● Triggers, Inputs, Outputs, and Process Interfaces
● Information Management
● Critical Success Factors and Key Performance Indicators
● Challenges and Risks
● Group/Individual Exercise
● Sample Test Question
● Summary of Unit 3
UNIT 4. IT SERVICE CONTINUITY MANAGEMENT
● Purpose and Objectives
● Scope of ITCSM
● Business Value of ITCSM
● Policies, Principles, and Basic Concepts
● Process Activities, Methods and Techniques
● Stage 1 – Initiation
● Stage 2 – Requirements and Strategy
● Stage 3 – Implementation
● Stage 4 – Ongoing Operation
● Invocation
● Triggers, Inputs, Outputs and Process Interfaces
● Information Management
● Critical Success Factors and Key Performance Indicators
● Challenges and Risks
● Group/Individual/Exercise
● Sample Test Question
● Summary of Unit 4
UNIT 5. INFORMATION SECURITY MANAGEMENT
● Purpose and Objectives
● Scope of ISM
● Business Value of ISm
● Policies, Principles and Basic Concepts
● Process Activities, Methods and Techniques
● Security Controls
● Management of Security Breaches and Incidents
● Triggers, Inputs, Outputs, and Interfaces of ISM
● Information Management
● CSFs and KPIs for Successful ISM
● Challenges and Risks
● Group/Individual/Exercise
● Sample Test Question
● Summary of Unit 5
UNIT 6. DEMAND MANAGEMENT
● Purpose and Objectives
● Scope of Demand Management
● Value to the Business
● Policies, Principles, and Basic Concepts
● Process activities, Methods and Techniques
● Identifying sources of Demand Forecasting
● Patterns of Business Activity
● User Profiles
● Activity-Based Demand Management
● Develop Differentiated Offerings
● Management of Operational Demand
● Triggers, Inputs, Outputs and Interfaces
● Information Management
● CSFs and KPIs
● Challenges and Risks
● Group/Individual/Exercise
● Sample Test Question
● Summary of Unit 6
UNIT 7. ROLES AND RESPONSIBILITIES
● Process Owner
● Process Manager
● Process Practitioner
● Capacity Management Process Owner
● Capacity Management Process Manager
● Availability Management Process Owner
● Availability Management Process Manager
● IT Service Continuity Management Process Owner
● IT Service Continuity Management Process Manager
● Information Security Management Process Owner
● Information Security Management Process Manager
● Demand Management Roles
● Group/Individual Exercise
● Summary of Unit 7
UNIT 8. TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS
● Generic Technology Requirements to Assist Service Design
● Evaluation Criteria for Technology and Tooling for Process
Implementation
● Good Practices for Practice and Process Implementation
● Challenges, CSFs, and Risks in Implementing Practices and
Processes
● Planning and Implementing Service Management Technologies
● Considerations for Implementing Technologies
● Group/Individual Exercise
● Sample Test Question
● Summary of Unit 8
UNIT 9. EXAM PREPARATION GUIDE
● Mock Exam 1
● Mock Exam 2
● Appendix A Case STudy
● Appendix B Mind Map Exercise
● Appendix C Glossary
● Appendix D Syllabus
● Appendix E Answers
● Appendix F Diagrams
● Appendix G Release Notes
● Appendix H Participant Feedback Form
LEARNING GOALS:
● Understanding Service Management as a Practice and how the
Processes within Planning, Protection, and Optimization support the
Service Lifecycle.
● Knowing the important role of Planning, Protection, and
Optimization in service provision and understanding how the in-scope
Processes interact with other Service Lifecycle Processes.
● Comprehending the activities, methods, and functions used
in each of the Planning, Protection, and Optimization Processes.
● Knowing how to apply Planning, Protection, and
Optimization Processes, activities, and functions to achieve
operational excellence.
● Measuring Planning, Protection, and Optimization
performance.
● Understanding the importance of IT security and how it
supports Planning, Protection, and Optimization.
● Understanding technology and implementation Requirements
in support of Planning, Protection, and Optimization.
● Comprehending the challenges, Critical Success Factors,
and Risks related to Planning, Protection, and Optimization.
COURSE AGENDA
eLearning 6 hours of self-paced, instructor-supported eLearning
DAY 1
● Introduction to Planning Protection and Optimization (PPO)
● Capacity Management
● Lunch
● Capacity Management
● Availability Management Homework
DAY 2
● IT Service Continuity Management
● Lunch
● Information Security Management
● Demand Management Homework
DAY 3
● Demand and Management
● Roles and Responsibilities
● Lunch
● Technology and Implementation Considerations
● eLearning 4 hours of self-paced, instructor-supported
eLearning
WHO CAN ATTEND?
● The Planning, Protection, and Optimization Capability
Course will be of interest to:
● Individuals who have their ITIL Foundation certificate and
want to purse the Intermediate and Advanced level ITIL certifications.
● Individuals who require a deeper understanding of the
Planning, Protection, and Optimization Processes, their use, and their
implementation to enhance the quality of IT service support within an
organization. For example, operational staff involved in Capacity
Management, Availability Management, IT Service Continuity Management,
Information Security Management, Demand Management, and Risk
Management.
● IT professionals involved in IT Service Management
implementation and improvement programs.
● Typical roles, including (but not restricted to) IT
professionals, IT/business managers, IT/business Process owners, and
IT practitioners.
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16/07/2020 Last update