Capability Planning Protection Optimization

ITIL® Service Capability – Planning, Protection & Optimization

ITIL Credits

Overview
When buy a product or service, you have certain expectations about the way it will perform. If the manufacturer, reseller and/or service provider, doesn’t explicitly set the expectations, then you will form them for yourself. It is the same with the customers of your IT services. Either IT clearly sets the expectations, or end-users will develop them on their own. During the negotiation and acceptance of Service Level Agreements, IT commits that services will meet their customer’s requirements for availability, capacity, continuity and security.

The course builds on the general principles covered as part of the ITIL® Foundation course. This enables the organization to introduce Capacity Management, Availability Management, ITSCM, Information Security Management, Demand Management and Risk Management processes as an integral part of its overall business-focused Services Framework.
Objectives

Prerequisites

The ITIL® Version 3 Foundation Certification in IT Service Management – obtained through ITIL® V3 Foundation or Foundation Bridge Course

Objectives

• The purpose of Planning, Protection & Optimization is to obtain knowledge on ITIL terminology, process structure, roles, functions and activities that will enable role focused capability and competency in support of the Service Lifecycle approach as described in ITIL.
• The course provide delegates with practical guidance on the design and implementation of an integrated end-to-end processes based on proven industry best practice guidelines.
• The course prepare delegates for the ITIL® Capability examination in Planning, Protection & Optimisation.
• Who should attend?
• The course is suitable for individuals who require a deep understanding of Planning, Protection & Optimization processes and how they may be used to enhance the quality of IT service provision within an organisation. It offers a natural career development path for practitioner staff who already hold the ITIL® Foundation Certificate.
• Before taking the course it is recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years.
• Delegates wishing to take this examination are required to hold the ITIL Foundation Certificate in IT Service Management (or v2/v3 Bridge equivalent).
• Professional Qualifications

The course forms part of the ITIL® Intermediate qualification programme.

Exam
The examination will consist of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark will be 70% or more.

Audience
The primary audience is IT professionals, IT process owners, business managers and business process owners. Requiring deep role-based knowledge of, or are involved in, Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management, Demand Management and Risk Management.

Course Content

• Service Management as a Practice.
• Processes across the Service Lifecycle pertaining to the practice elements within Planning, Protection & Optimization.
• Capacity management as a capability to realise successful service design.
• Availability management as a capability to realise successful service design.
• IT Service Continuity Management as a capability to support overall Business Continuity Management.
• Information Security Management as part of the overall corporate governance framework.
• Common Service Operation activities related to Planning, Protection & Optimization.
• Organizing for Service Operation which describe functions to be performed within Planning, Protection & Optimization.
• Planning, Protection & Optimization roles and responsibilities.
• Technology and Implementation Considerations.
• Challenges, Critical Success Factors and risks.
• Continuous Service Improvement as a consequence of effective Planning, Protection & Optimization