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ITIL® Intermediate Qualification: Planning, Protection and Optimization

Course Objectives

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

Course Outline

Introduction to planning, protection and optimization
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
Capacity management
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 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 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 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 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 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
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.

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