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 executing 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.
Duration Learning Credits
3 days – 24 hours of 24 PDU’s
Session
Public Classroom Pricing:
Early Bird Price: AUD 2295.00
Regular Price: AUD 2595.00
Instructor-Led Virtual Live Pricing:
Early Bird Price: AUD 1995.00
Regular Price: AUD 2295.00
Private Group/ In-House Learning:
Have a group of 3 or more people?
Register yourself with a special pricing and
request the training exclusively
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
Mock Exam
The Planning, Protection, and Optimization Capability Course will be of interest to:
● Individuals who have their ITIL Foundation certificate and want to pursue 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.
● 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 for 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.