ITIL® v3 Intermediate Qualification: Planning, Protection and Optimization

You Will Learn How To

  • Prepare for and take the ITIL Intermediate Qualification: Planning, Protection and Optimization Exam
  • Plan key activities for the Planning, Protection and Optimization processes in the context of the Service Lifecycle
  • Attain operational excellence by using the Planning, Protection and Optimization processes, activities and functions
  • Measure the success of Planning, Protection and Optimization by applying key metrics

Course Benefits

ITIL Planning, Protection and Optimization best practices ensures IT departments can cost-effectively manage customer demand, availability and capacity while mitigating risk. In this course, you learn how to plan, implement and optimize the Planning, Protection and Optimization processes and gain the skills required to take the ITIL Intermediate Qualification: Planning, Protection and Optimization Certification Exam.
Who Should Attend
This course is valuable for those who want to achieve ITIL Intermediate Qualification: Planning, Protection and Optimization certification. The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day.

You knowledge of the Planning, Protection and Optimization processes and include:

  • Utilizing capacity and availability management to realize successful Service Design
  • Ensuring that services are fit-for-purpose and fit-for-use
  • Identifying and mitigating risks
  • Applying Continual Service Improvement
Introduction and Overview

  • Planning, Protection and Optimization in the context of the Service Lifecycle
  • The Service value proposition
  • Role of processes in Service Management
  • How Service Management creates business value

Core Planning, Protection and Optimization Processes
Capacity Management

  • Conducting capacity management to contribute to quality assurance
  • Purpose, goals and objectives
  • Delivering against Service Level targets
  • Meeting cost and time constraints
  • Activities, methods and techniques
  • Fit-for-purpose and fit-for-use

Availability Management

  • Contributing to quality for fit-for-purpose and fit-for-use services
  • Scope of the process
  • Enabling Availability Management through activities, methods and techniques
  • How Availability Management creates business value
  • Triggers, input and output to other processes
  • Establishing metrics to ensure process quality

IT Service Continuity Management (ITSC)

  • Ensuring quality assurance when introducing services through effective ITSC management
  • Illustrating the main activities
  • Managing risks
  • Planning for recovery
  • Policies and principles
  • Challenges and critical success factors

Information Security Management

  • Analyzing how Information Security Management contributes to quality assurance for new services
  • Aligning IT security with business security
  • Ensuring confidentiality, integrity and availability
  • How Information Security Management generates business value
  • Activities, methods and techniques
  • Key metrics to measure success

Demand Management

  • Purpose, goals and objectives
  • Influencing customer demand
  • Coupling capacity with demand
  • Activities, methods and techniques

Risk Management

  • Risks relative to the Planning, Protection and Optimization process management
  • Identifying the challenges, critical success factors and risks related to the other processes
  • The risks directly related with Service Design
  • How risks relate to the practice elements of Planning, Protection and Optimization

Roles and Responsibilities

  • Capacity management
  • Availability management
  • IT Service Continuity management
  • Information Security management

Technology and Implementation Considerations

  • Generic requirements and evaluation criteria
  • Special technology functions and features related to Planning, Protection and Optimization
  • Good practices for implementation
  • Determining the evaluation criteria for technology and process implementation
  • Challenges, critical success factors and risks
  • Considerations for planning and implementing Service Management technologies

Common Service Activities

  • Analyzing operations performed in day-to-day activities
  • The maturity model of technology management
  • Aligning operations with the overall service and process objectives
  • Service monitoring and control

Continual Service Improvement

  • Implementing an effective CSI program
  • CSI in respect to organizational change
  • Best practice elements of CSI
  • Measuring service performance
  • Cost benefit justification

Important Course Information

  • Pre-course reading required
  • Approximately 1 hour of home study each evening
  • Course fee includes the ITIL Intermediate Qualification: Planning, Protection and Optimization Certification Exam
  • The ITIL v3 Foundation Certificate (or v2-v3 bridge equivalent) is required to take the ITIL Certification Exam on the final day

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