Service Capability: Planning, Protection and Optimization

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)