ITIL® Service Capability: Planning, Protection, and Optimization

Code: 2724

5 days

List Tuition : $3,295.00 USD

Course Overview

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In this course, you will be immersed in the practical aspects of the ITILservice lifecycle and processes associated with the planning, protection, andoptimization (PPO) of services and service delivery. You will focus on theoperational-level process activities and supporting methods and learn to executethese processes in a practical, hands-on learning environment. This training isintended to enable you to apply the practices throughout the service managementlifecycle.

This course includes lecture, exercises, and scenario-based exam questions toincrease your understanding of the core disciplines of ITIL best practices andposition you to successfully complete the associated exam. The exam isoffered on the last day of the course at 1:00 pm.

The main process and function focus areas of this course include:

  • Demand management
  • Capacity management
  • Availability management
  • IT service continuity management (ITSM)
  • Information security management (ISM)

Please note: The ITIL Foundation certification is required to take theexam at the end of class. Proof of certification must be provided no later thanthe first day of class.

Certification:

ITIL Intermediate Qualification: Planning, Protection, and Optimization

  • IT operations, technical, or IT management personnel requiring more information about ITIL best practices
  • Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
  • Service management as a practice and how the processes within PPOsupport the service lifecycle
  • Role of PPO in service provision and how the in-scope processes interactwith other service lifecycle processes
  • Activities and methods used in each of the PPO processes
  • Application of PPO processes and activities to achieve operationalexcellence
  • How to measure PPO performance
  • Importance of IT Security and how it supports PPO
  • Technology and implementation requirements in support of PPO
  • Challenges, key performance indicators (KPIs), critical success factors (CSFs),and risks related with PPO

1. Planning, Protection, and Optimization

  • Processes
  • Purpose, Objectives, and Value of Service Design
  • Lifecycle within the PPO Context
  • Scope and Flow of Service Design
  • Service Requirements
  • Business Requirements and Drivers
  • Business Value of Service Design
  • Comprehensive and Integrated Service Design
  • Direction, Policy, and Strategy of Service Design
  • Optimizing Design Performance
  • Purpose and Objectives of the Design Coordination Process
  • Scope of the Design Coordination Process
  • Business Value of the Design Coordination Process

2. Demand Management

  • Purpose, Objectives, and Scope
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Process Interfaces
  • Information Management
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities

3. Capacity Management

  • Purpose and Objectives
  • Scope of Capacity Management
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Process Interfaces with Capacity Management
  • Information Management in Capacity Management
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities

4. Availability Management

  • Purpose and Objectives
  • Scope of Availability Management
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Vital Business Functions
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Process Interfaces
  • Information Management
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities

5. IT Service Continuity Management

  • Purpose and Objectives
  • Scope of ITSCM
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Process Interfaces
  • Information Management
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities

6. Information Security Management

  • Purpose and Objectives
  • Scope of ISM
  • Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, and Techniques
  • Triggers, Inputs, and Outputs
  • Process Interfaces
  • Information Management
  • CSFs and KPIs
  • Challenges and Risks
  • Roles and Responsibilities

7. Technology and Implementation Considerations

  • Best Practices for Service and Process Implementation
  • Generic Technology Requirements for Service Design
  • Technology and Management Architectures
  • Selection of Tools and Technology to Support Service Design
  • Planning and Implementing Service Management Tools
  • Challenges, Risks, and CSFs

8. Exam Preparation/Mock Exam

9. Exam

  • ITIL Foundation Certification (v3 or newer) required
  • Two to four years of relevant work experience
  • To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publication Service Design (2011 Edition

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