ITIL v3 Planning, Protection, & Optimization (PPO)

Based on the 2011 Edition

Class Overview

Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following:

Capacity Management
Availability Management
IT Service Continuity Management (ITSCM)
Information Security Management
Demand Management

In addition, the training will include examination preparation, including a mock examination opportunity.

Target Audience

The target group of the ITIL Expert Qualification: Planning, Protection, & Optimization is:

Individuals who have attained the V3 ITIL Foundation Certificate in Service Management, or the v2 Foundation Certificate plus the v3 Foundation Bridge Certificate, and who wish to advance to higher level ITIL certifications
Individuals who require a deep understanding of the ITIL Certificate in Planning, Protection and Optimization processes and how they 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, and Demand Management who wish to enhance their role-based capabilities

This may include, but is not limited to, IT professionals, business managers and business process owners.

Prerequisites

Candidates wishing to be trained and examined for this qualification 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.

It is also strongly recommended that candidates:

• Can demonstrate familiarity with IT terminology and understand the context of Planning, Protection & Optimization management in their business environment
• Have exposure working in a service management capacity within a service provider environment, and have responsibility emphasizing for at least one of the following management processes:

• Capacity Management
• Availability Management
• IT Service Continuity Management (ITSCM)
• Information Security Management
• Demand Management

It is strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the Service Design publication, in advance of attending training for the certification.

Approximately·2 hour of home study each evening

Course Length

Five days- includes lecture, classroom group exercises, exam preparation, and exam

Exam

90-minute timed test
Closed book
Passing score: 28/40 or 70%

Class Size

Maximum of 18 students

Objectives

Introduction

Purpose, objectives and value of service design
The lifecycle in context
Service design basics
The role of design coordination within PPO

Capacity Management (CM)

The purpose and objectives of CM
The scope of CM
The importance of CM as a process to generate business value
CM policies, principles and basic concepts
The main activities, methods and techniques that enable CM and how they relate to PPO
The triggers, inputs, outputs and interfaces of CM and its interfaces with other processes
The CM information system and its role in information management
How critical success factors and key performance indicators can be used to demonstrate the efficiency and effectiveness of successful CM
Challenges and risks of CM

Availability Management (AM)

The purpose and objectives of the process
The scope of the process
The importance of AM as a process to generate business value
AM policies, principles and basic concepts
The main activities, methods and techniques that enable AM and how they relate to PPO
The triggers, inputs, outputs and interfaces of AM and its interfaces with other processes
How AM relates to information management
How critical success factors and key performance indicators can be used to demonstrate the efficiency and effectiveness of successful AM
The challenges and risks associated with AM

IT Service Continuity Management (ITSCM)

The purpose 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 and that enable ITSCM and how they relate to PPO, particularly stages 1-4 of the ITSCM lifecycle:
- Initiation
- Requirements and strategy
- Implementation
- On-Going operation
Invocation of ITSCM
The triggers, inputs, outputs and interfaces of ITSCM and its interfaces with other processes
How critical success factors and key performance indicators can be used and applied to demostrate the efficiency and effectiveness of the ITSCM process
Challenges and risks of ITSCM

Information Security Management

The purpose and objectives of the process
The scope of the process
The importance of ISM as a process to generate business value
ISM policies, principles and basic concepts
The main activities, methods and techniques that enable this process and how they relate to PPO
The triggers, inputs, outputs and interfaces of ISM
How critical success factors and key performance indicators can be used and applied to demonstrate the efficiency and effectiveness of successful ISM
Challenges and risks of ISM

Demand Management (DM)

The purpose and objectives of DM
Scope of DM
Value to business
Policies, principles and basic concepts
Process activities, methods and techniques of DM
Triggers, inputs, outputs and interfaces
Information management and DM
Critical success factors and key performance indicators
Challenges and risks of DM

PPO Roles and Responsibilities

The key roles /functions responsible for executing each process step as related to
- Process manager
- Process practitioner
- Capacity Management process manager
- Availability Management process manager
- IT service continuity management process manager
- Information security management process manager
- Demand management roles

Technology and Implementation Considerations (TIC)

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 considerations for implementing technologies in supporting the processes within PPO practice, in particular, designing technology architectures

Summary, Exam Preparation and Directed Studies

Eligibility for the exam

To be eligible for the examination leading to an accredited ITIL Certificate in Planning, Protection and Optimization, the candidate must fulfill 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 syllabus, as part of a formal, approved training course/scheme
There is no minimum mandatory requirement but 2 to 4 years professional experience working in IT Service Management is highly desirable
Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridge Certificate
It is also recommended that students should complete 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 and, specifically, Chapter 2: Service Management as a Practice.