Course Description
GogoTraining is an ITIL® accredited ATO and this course fulfills all requirements to sit for your exam.
The course builds on the general principles covered in the ITIL® Foundation course. It covers the process aspects of Planning, Protection and Optimization from a practical perspective, specifically in the following key ITIL process and role areas:
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Capacity Management
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Availability Management
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IT Service Continuity Management
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Information Security Management
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Demand Management
For information on how to take your ITIL examination, see the certification section.
In This Course You Will Learn:
Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:
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Service Management as a Practice
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Processes across the Service Lifecycle pertaining to the practice elements within Planning, Protection and Optimization
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Capacity Management as a capability to realize successful service design
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Availability Management as a capability to realize successful service design
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IT Service Continuity Management as a capability to support overall Business Continuity Management
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Information Security Management as part of the overall corporate governance framework
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Planning, Protection and Optimization roles and responsibilities
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Technology and Implementation Considerations
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Challenges, Critical Success Factors and risks
And specifically in the following key ITIL process and role areas:
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Capacity Management
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Availability Management
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IT Service Continuity Management
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Information Security Management
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Demand Management
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Challenges, Critical Success Factors and risks for Planning, Protection and Optimization
Prerequisites
Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the v3 Foundation or v2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission to the examination.
It is strongly recommended that candidates read the ITIL Service Design publication in advance of attending training for the certification; references to the book will be made during the course.
Candidates will find it helpful if they have at least two years experience in IT service management before taking this course.
Outline
Module 00: Course Introduction
Module 01: Introduction to PPO
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Service Management as a practice
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The concept of Service, its value proposition and composition
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The functions and process across the Lifecycle
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The role of the processes in the Service Lifecycle
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How Service Management creates business value
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How the processes within Planning, Protection and Optimization practices support the Service Lifecycle, including their roles and responsibilities
Module 02: Capacity Management
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Capacity Management basic principles
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Business Capacity Management
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Service Capacity Management
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Component Capacity Management
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Exercise - the Capacity Plan
Module 03: Capacity Management Activities
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Reactive and proactive activities
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Business Capacity Management activities
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Service Capacity Management activities
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Component Capacity Management activities
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Exercise - underpinning activities
Module 04: Capacity Management Methods and Techniques
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Threshold Management
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Workload Management
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Demand Management
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Modeling and trending
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Application Sizing
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Process inputs, outputs and metrics
Module 05: Availability Management-Part 1
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The purpose, goal and objectives of Availability Management
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The scope of Availability Management
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The importance of Availability Management as a process to generate business value
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Availability Management policies, principles and basic concepts
Module 06: Availability Management-Part 2
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Availability Management activities, methods and techniques
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Availability Exercise, Part 1 - Planning for Availability
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Availability Exercise, Part 2 - Testing the Plan against Typical Events
Module 07: Availability Management-Part 3
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Triggers, inputs and outputs of Availability Management
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Availability Exercise - CFIA
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Interface with other processes
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How the key metrics can be used to demonstrate the efficiency and effectiveness of successful Availability Management
Module 08: IT Service Continuity Management-Part 1
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ITSCM Basic principles
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ITSCM process Stage 1 - Initiation
Module 09: IT Service Continuity Management-Part 2
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ITSCM process Stage 2 - Requirements and Strategy
Module 10: IT Service Continuity Management-Part 3
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Recovery Options
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ITSCM process Stage 3 - Implementation
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Exercise - the ITSCM Plan
Module 11: IT Service Continuity Management-Part 4
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ITSCM process Stage 4 - On-going operation
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Process triggers, inputs and outputs
Module 12: Information Security Management-Part 1
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Purpose, goal and objectives
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Scope
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The importance of Information Security Management as a process to generate business value
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Information Security Management policies, principles and basic concepts
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Information Security Management Exercise - Create a draft Security Policy for your own organization
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The main activities, methods and techniques that enable this process and how they relate to Planning, Protection and Optimization
Module 13: Information Security Management-Part 2
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The main activities, methods and techniques that enable this process and how they relate to Planning, Protection and Optimization - continued
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Triggers, inputs and outputs
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Interface with other processes
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How the key metrics can be used and applied to demonstrate the efficiency and effectiveness of successful Information Security Management
Module 14: Demand Management-Part 1
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Key concepts of Demand Management
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Activity based Demand Management
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Patterns of Business Activity
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Exercise - identify Patterns of Business Activity
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User Profiles
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Exercise - matching user profiles
Module 15: Demand Management-Part 2 -Service Packages
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Service Level Packages
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Core Service Packages
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Line of Services
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Demand Modeling
Module 16: Challenges, Critical Success Factors and Risks-Part 1
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The challenges, Critical Success Factors and risks related to Capacity and Demand Management
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The challenges, Critical Success Factors and risks related to Availability Management
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The challenges, Critical Success Factors and risks related to ITSCM
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The challenges, Critical Success Factors and risks related to Information Security Management
Module 17: Challenges, Critical Success Factors and Risks-Part 2
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The challenges, Critical Success Factors and risks directly associated with Service Design phase of the Service Lifecycle and how it relates specifically to PPO
Module 18: Roles and Responsibilities
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Capacity Management
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Availability Management
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ITSCM Management
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Information Security Management
Module 19: Technology and Implementation Considerations-Part 1
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The generic requirements for technology to assist Service Design
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The evaluation criteria for technology and tooling for process implementation
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The good practices for practice and process implementation
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The challenges, Critical Success Factors and risks related to implementing practices and processes
Module 20: Technology and Implementation Considerations-Part 2
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The challenges, Critical Success Factors and risks related to implementing practices and processes - continued
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How to plan and implement Service Management technologies
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The consideration for implementing technologies in supporting the processes within PPO practice, especially designing technology architectures
Module 21: Exam Preparation-Part 1
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About the exam
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Exam documentation
Module 22: Exam Preparation-Part 2
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Analysing scenarios
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Studying sample questions
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Mock exam paper
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Taking your exam
Certification
To be eligible for the ITIL Intermediate Qualification: Planning, Protection and Optimization examination, the candidate must have fulfilled the following requirements:
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At least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme.
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There is no minimum requirement but 2-4 years IT Service Management experience is highly desirable.
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Hold the ITIL V3 Foundation Certificate in IT Service Management or ITIL V2 Foundation plus the Bridging certificate.
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It is also recommended that students should complete at least 12 hours of personal study by reviewing the syllabus and the Service Management Practice core guideline publications including the Service Offerings and Agreements publication to prepare for the examination.
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. You will need to submit your completed course transcript in order to apply to take the exam. You can do this by clicking on the Email Your Transcript link found on your ITIL Planning, Protection and Optimization transcript page.
When you pass your exam you will receive 3 credits toward your ITIL Expert certification. This course also qualifies for 6 PDU credits.
EXAM LOCATIONS
You may take your ITIL exam through APMG. Details are noted below:
APMG: In the U.S. the APMG uses PSI testing centers to administer the exam. Outside of the U.S. the APMG will arrange for you to take your exam locally. If you would like more information specific to your situation you may contact the APMG by emailing them at this address: [email protected]. The APMG will invoice you for the exam at the GogoTraining ATO Discounted Price of $150 and then authorize you to take the exam.
