Course Description
Course Description
ITIL® is a set of best practices guidance that has become a worldwide-adopted
framework for Information Technology Services Management (ITSM) by many Public &
Private Organizations. Since early 1990, ITIL® has been evolving from focusing
on Functions and Processes under versions 1 and 2 to focusing on the Full Service
Lifecycle Management under version 3.
In addition to the existing benefits of aligning IT goals and objectives with the
business, improving quality and reducing cost of operation; ITSM and ITIL® V3
now emphasizes the following areas:
- Assist in transforming IT Service Management onto a strategic business asset
- Assist in defining and managing the complete lifecycle of IT Service Management
Process
- Provide guidance on the development of Services Strategy, the development of Service
Design, the Transition of Services from current to desired state, the Implementation
and the Continuous improvement of the those Services
This exam-preparatory course provides comprehensive coverage of PPO concepts within
the IT Infrastructure Library (ITIL®) V3. Through lectures and practice exam questions
participants explore the concepts of good practice in IT Service Management based
on the ITIL® V3 Framework.
The ITIL® Intermediate Qualification: Planning, Protection and Optimization
(PPO) Certificate is a free-standing qualification, but is also part of the ITIL®
Intermediate Capability stream, and one of the modules that leads to the ITIL®
Expert 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 and design as documented in the ITIL®
Planning, Protection and Optimization publication.
Duration
This program is offered over a 5-day period where it combines theoretical and hands-on
knowledge transfer, including individual and group practical exercises. The Minimum
number of students per session is 6 where the maximum is 18.
- This five (5) days classroom training course with examination held on the afternoon
of the 5th day is accredited by both LCS and EXIN examinations institutes.
- The course includes approximately 30 hours of student-instructor interaction, a
sample and a formal examination.
- The format of the examination consists of a closed book paper of 8 multiple choice
complex questions, to be answered within 90 minutes. (Candidates sitting the examination
in English and who do not have English as their first language will be allowed additional
30 minutes to allow use of a dictionary). The pass mark will be 70% or more 28
or more correct answers.
Audience
The audience for the ITIL® Intermediate Qualification: Planning, Protection
and Optimization Certificate includes, but is not restricted to CIOs, CTOs, managers,
supervisory staff, team leaders, designers, architects, planners, IT consultants,
IT audit managers, IT security managers and ITSM trainers involved in the ongoing
management, coordination and integration of Planning, Protection and Optimization
activities within the Service Lifecycle.
The course covers the management and control of the activities and techniques within
the Planning, Protection and Optimization stage, but not the detail of each of the
supporting processes. This course may also be of interest to:
Individuals who have attained the V3 ITIL® Foundation certificate in Service
Management, or the V3 Foundation Bridge certificate and who wish to advance to higher
level ITIL® certifications.
Individuals who require a deep understanding of ITIL® Certificate in the Planning,
Protection and Optimization processes and how it may be used to enhance the quality
of IT service support within an organization.
IT professionals that are working within an organization that has adopted and adapted
ITIL® who need to be informed about and thereafter contribute to an ongoing
service improvement program
Operational staff involved in Capacity Management, Availability Management, ITSCM,
Information Security Management, Demand Management, Risk Management, who wish to
enhance their role-based capabilities.
Individuals seeking the ITIL® Expert certification in IT Service Management
for which this qualification is one of the prerequisite modules
Individuals seeking progress towards the ITIL® Master in IT Service Management
for which the ITIL® Expert is a prerequisite
Prerequisites
Course candidates must already hold the ITIL® Foundation Certificate in
IT Service Management (the V3 Foundation or V2 Foundation plus Bridge Certificate)
which shall be presented as documentary evidence to gain admission.
Additionally, it is strongly recommended that candidates demonstrate familiarity
with IT terminology and understand the context of Planning, Protection and Optimization
management of their own business environment; and
Have exposure working in the service management capacity within a service provider
environment, with responsibility emphasizing on at least one of the following management
processes:
Capacity Management Process
Availability Management Process
IT Service Continuity Management (ITSCM) Process
Information Security Management Process
Demand Management Process Challenges, Critical Success Factors and Risk Management
For Service Planning, Protection and Optimization
To be eligible for the examination leading to an accredited ITIL® Certificate
in Planning, Protection and Optimization, the candidate must complete the following
requirements: At least 30 contact hours (hours of instruction, excluding breaks,
with an Accredited Training Organization (ATO) or an accredited e-learning solution)
for this program, as part of a formal, approved training course/scheme
- Hold the ITIL® V3 Foundation Certificate in IT Service Management or ITIL®
V2 Foundation plus the bridging certificate
- It is also recommended that students should complete at a minimum 12 hours of personal
study by reviewing the syllabus and the pertinent areas of the ITIL® Service
Management Practice core guidance publications and in particular, the Service Design
publication
- There is no minimum mandatory requirement but 2 to 4 years professional experience
working in IT Service Management is highly desirable
Course Completion Skills
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
Course Objectives
Module 1: 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
Module 2: 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
Module 3: 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
Module 4: 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
Module 5: 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
Module 6: 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
Module 7: 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
Module 8: 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
Module 9: 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
Module 10: 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.
ctc TrainCanada is an Accredited Training Affiliate of Ahead Technology Inc.; Ahead
Technology Inc. is accredited Training Organization of LCS and EXIN. Official
Accreditor of the OGC ITIL® Portfolio: APM Group Limited 2009.
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the
United Kingdom and other countries.
ITIL® is a Trade Mark of the Office of Government Commerce..
"The Swirl logo is a Trade Mark of the Office of Government Commerce".
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Prices for locations in Canada are in Canadian Dollars ($CAD)
