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Service Capability: Planning, Protection and Optimization

Certification Program (PPO)

Learn about multiple factors and processes involved in the service lifecycle and various roles and functions pertaining to planning, protection and optimization.

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Overview


Xebia Academy brings you a comprehensive course on ITIL® Intermediate Qualification: Planning, Protection and Optimization (PPO)—which is not only a freestanding qualification, but is also part of the ITIL® Intermediate Capability stream, and one of the modules that leads to the ITIL® Expert Certificate in IT Service Management. The module focuses on the industry practices in service management as documented in the ITIL Service Lifecycle core publications.

This course helps you aim for a first time pass of the exam and gain the skills for practical application of PPO practices in the Capacity, Availability, IT service continuity, Information security and Demand management areas of ITIL®. This certification is apt for professionals who want to focus on gaining specialized knowledge in PPO and apply them in day-to-day IT Service Management activities.

Course Curriculum


  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • 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
  • Exam Preparation/Mock Exam

  • Exam

Prerequisite


  • In order to attend the workshop, you must have:

  • ITIL Foundation Certificate in IT Service Management or an earlier ITIL (V2) Foundation plus Foundation Bridge
  • In order to appear for the examination participants must:

  • Have completed a 30-hour accredited course from an ITIL® Accredited Training Provider, such as this course on service operation offered by Xebia
  • Hold the ITIL® Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)

Certification


In order to achieve ITIL® Planning, Protection and Optimization (PPO) certification, candidates must appear for the exam and gain 70% pass mark.

The Exam:

  • 90 minute ‘closed book’
  • Eight multiple choice, scenario-based questions
  • Pass mark is 70% (28/40)

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