ITIL® 2011: Planning, Protection & Optimization - Accredited Training

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Video Title	Minutes
00: Course Introduction	7
01: Introduction to PPO	17
02: Capacity Management	17
03: Capacity Management Activities	14
04: Capacity Management Methods and Techniques Part 1	13
05: Capacity Management Methods and Techniques Part 2	18
06: Availability Management: Part 1	25
07: Availability Management: Part 2	23
08: Availability Management: Part 3	22
09: IT Service Continuity Management: Part 1	13
10: IT Service Continuity Management: Part 2	10
11: IT Service Continuity Management: Part 3	18
12: IT Service Continuity Management: Part 4	23
13: Information Security Management: Part 1	27
14: Information Security Management: Part 2	14
15: Information Security Management: Part 3	13
16: Demand Management: Part 1	12
17: Demand Management: Part 2	14
18: Demand Management Part 3: Service Packages	21
19: Roles and Responsibilities Part 1	13
20: Roles and Responsibilities Part 2	8
21: Technology and Implementation Considerations: Part 1	20
22: Technology and Implementation Considerations: Part 2	15
23: Exam Preparation: Part 1	5
24: Exam Preparation: Part 2	11
Total:	6 hours 33 minutes

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Course Materials

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• Student Guide
• Exercise Guide
• Exercise Answer Guide
• Sample Exam Papers (Updated 7/12)
• 4.4 Demand Management Extract
• Service Strategy 5.5 Demand Management
• Training Plan
• Course Syllabus (Updated 7/12)
• ITIL 2011 Summary of Updates

Related Links

• Course Survey

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Description

GogoTraining is an ITIL® accredited ATO and the course videos along with the exercises, fulfill the 30 contact hours required to sit for your exam.

This APMG accredited training program is for individuals seeking specialist certification in the ITIL® Planning, Protection and Optimization practice area. In order to sit for the Planning, Protection and Optimization exam you need to have passed your ITIL® Foundation exam as this course builds on the general principles covered in the ITIL® Foundation course and have completed an accredited Planning, Protection and Optimization course.

In this course ITIL Expert Helen Morris gives you all the tools you need to fully understand the process aspects of Planning, Protection and Optimization from a practical perspective. You will delve into key ITIL process and role areas including capacity management, availability management, IT service continuity management, information security management and demand management.

For information on how to take your ITIL® examination, see the certification section.

Objectives

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
• Service Management as a Practice
• Processes across the Service Lifecycle pertaining to the practice elements within Planning, Protection and Optimization
• Capacity Management as a capability to realize successful service design
• Availability Management as a capability to realize 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
• Planning, Protection and Optimization roles and responsibilities
• Technology and Implementation Considerations
• Challenges, Critical Success Factors and risks

And specifically in the following key ITIL process and role areas:
• Capacity Management
• Availability Management
• IT Service Continuity Management
• Information Security Management
• Demand Management
• Challenges, Critical Success Factors and risks for Planning, Protection and Optimization

Related Training

• ITIL® 2011: Foundations
• ITIL® 2011: Release, Control and Validation
• ITIL® 2011: Continual Service Improvement

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ITIL® 2011: Planning, Protection & Optimization - Accredited Training Outline

Module 00: Course Introduction

Module 01: Introduction to PPO

• Service Management as a practice
• The concept of Service, its value proposition and composition
• The functions and process across the Lifecycle
• The role of the processes in the Service Lifecycle
• How Service Management creates business value
• How the processes within Planning, Protection and Optimization practices support the Service Lifecycle, including their roles and responsibilities

Module 02: Capacity Management

• Capacity Management basic principles
• Business Capacity Management
• Service Capacity Management
• Component Capacity Management
• Exercise – the Capacity Plan

Module 03: Capacity Management Activities

• Reactive and proactive activities
• Business Capacity Management activities
• Service Capacity Management activities
• Component Capacity Management activities
• Exercise – underpinning activities

Module 04: Capacity Management Methods and Techniques Part 1

• Threshold, Workload and Demand Management
• Modelling and Trending
• Application Sizing

Module 05: Capacity Management Methods and Techniques Part 2

• Triggers, inputs, outputs and interfaces
• The CMIS and its role in information management
• CSFs and KPIs
• Challenges and Risks

Module 06: Availability Management: Part 1

• The purpose, goal and objectives of Availability Management
• The scope of Availability Management
• The importance of Availability Management as a process to generate business value
• Availability Management policies, principles and basic concepts

Module 07: Availability Management: Part 2

• Availability Management activities, methods and techniques
• Availability Exercise, Part 1 - Planning for Availability
• Availability Exercise, Part 2 - Testing the Plan against Typical Events

Module 08: Availability Management: Part 3

• Fault Tree Analysis
• Risk Analysis Management
• Modelling
• Component Failure Impact Analysis
• Availability Exercise - CFIA
• Triggers, inputs and outputs of Availability Management
• Interface with other processes
• How the key metrics can be used to demonstrate the efficiency and effectiveness of successful Availability Management

Module 09: IT Service Continuity Management: Part 1

• ITSCM purpose, objectives and scope
• ITSCM Value to business
• ITSCM Basic principles
• ITSCM process Stage 1 - Initiation

Module 10: IT Service Continuity Management: Part 2

• ITSCM process Stage 2 – Requirements and Strategy

Module 11: IT Service Continuity Management: Part 3

• ITSCM process Stage 3 – Implementation
• Exercise – the ITSCM Plan

Module 12: IT Service Continuity Management: Part 4

• ITSCM process Stage 4 – On-going operation
• Process triggers, inputs and outputs
• Information Management
• Service Continuity Management

Module 13: Information Security Management: Part 1

• Purpose, goal and objectives
• Scope
• The importance of Information Security Management as a process to generate business value
• Information Security Management policies, principles and basic concepts
• Information Security Management Exercise - Create a draft Security Policy for your own organization
• The main activities, methods and techniques that enable this process and how they relate to Planning, Protection and Optimization

Module 14: Information Security Management: Part 2

• Key Activities
• Methods and Techniques
• Security

Module 15: Information Security Management: Part 2

• Triggers, inputs and outputs
• Interface with other processes
• Using and Applying key metrics

Module 16: Demand Management: Part 1

• Key concepts of Demand Management
• Activity based Demand Management

Module 17: Demand Management: Part 2

• Patterns of Business Activity
• Exercise – identify Patterns of Business Activity
• User Profiles
• Exercise – matching user profiles

 

Module 18: Demand Management Part 3: Service Packages

• Core Service Packages
• Triggers, inputs, outputs and interfaces
• CSFs & KPIs
• Challenges, Risks

Module 19: Roles and Responsibilities Part 1

• Capacity Management
• Availability Management

Module 20: Roles and Responsibilities Part 2

• ITSCM Management
• Information Security Management

Module 21: Technology and Implementation Considerations: Part 1

• 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

Module 22: Technology and Implementation Considerations: Part 2

• The challenges, Critical Success Factors and risks related to implementing practices and processes - continued
• How to plan and implement Service Management technologies
• The consideration for implementing technologies in supporting the processes within PPO practice, especially designing technology architectures

Module 23: Exam Preparation: Part 1

• About the exam
• Exam documentation

Module 24: Exam Preparation: Part 2

• Analysing scenarios
• Studying sample questions
• Mock exam paper
• Taking your exam

 

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Prerequisites

ITIL® Foundations training is required prior to taking this course and it is highly recommended that all ITIL Intermediate Candidates have 2 to 4 years of Service Management Experience.  If you plan on taking the ITIL® 2011: Planning, Protection & Optimization certification exam, then you must have taken and passed the ITIL® Foundations exam (or v2, v3 or 2011equivalent) and present the certificate to the testing organization in order to sit for this exam.

For more information, contact us or call 1-877-546-4446

Start Learning ITIL® 2011: Planning, Protection & Optimization - Accredited Training Today!

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Certification

To be eligible for the examination leading to the ITIL® Planning, Protection and Optimization Certificate, the candidate must fulfil the following requirements:
• Have undertaken at least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organisation (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
• 2 to 4 years’ professional experience working in IT service management is highly desirable
• Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications)
• It is also recommended that candidates should complete a minimum of 12 hours of personal study, reviewing the syllabus and the pertinent areas within the ITIL Service Design core guide, specifically Chapter 2: Service management as a practice.

The ITIL® Planning, Protection and Optimization Exam is an 8 question multiple choice scenario-based exam and you may take up to 90 minutes to complete it. Each question will have four possible answer options, one of which is worth five marks, one which is worth three marks, one which is worth one mark, and one which is a distracter and achieves no marks.

A passing mark is 70% or higher. When you pass your exam you will receive 4 credits toward your ITIL® Expert certification. This course also qualifies for 6 PDU credits.

 

EXAM LOCATION
You may take your ITIL® exam through APMG or PeopleCert.

APMG: To take your exam with APMG send your course transcript along with full contact information (name, phone, email, postal address) to examinations@apmg-us.com. APMG will work with you to schedule your exam.  APMG offers web cam proctored exams and exams in local testing centers. Contact APMG at examinations@apmg-us.com to arrange for your exam.

PeopleCert: PeopleCert offers online proctored exams for all ITIL courses.  You can register online and within a few hours you can be taking your exam.  For more details, download the Candidate Web Registration.  To purchase your exam voucher go to https://webcandidate.peoplecert.org.
 

For more information, contact us or call 1-877-546-4446

Start Learning ITIL® 2011: Planning, Protection & Optimization - Accredited Training Today!

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