• This course has been retired. Users who have purchased the course will still have access to it, however it is no longer available for purchase.

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

What should I do if my video will not play?

There are many things that can affect the quality of your video so we have put together these instructions to help you review all the things that need to be tested in order to trouble-shoot video quality.

The first thing we want to assure you is that we have done everything possible to make sure that our videos will play well.  Our videos are hosted in the cloud by Akamai.  Akamai has servers around the world to make sure that your videos are sent from the server that is closest to you.  By hosting our videos with Akamai we make sure that you receive the highest video quality. If you are experiencing video buffering or freezing at home or at the office there are a number of things you can do to help us troubleshoot.

  • Popup Blockers: Please check to make sure that your pop-up blocker is turned off when you go to our website. This will prevent the video window from opening.
  • Your Connection Speed: Internet speed needs to be 2.0 Mbps upload and download to successfully watch the videos.  You will want to check and see if your connection speed is 2.0 Mbps or higher.  You can do this by clicking on this link and running a speed test.
  • Jitter and Packet Loss: Your Jitter rate lets us know if your connection speed is consistent while your Packet Loss rate lets us know if your internet connection could be losing pieces of the video.
    • Go to https://www.dotcom-tools.com/ping-test.aspx to determine if there is any Jitter or Packet Loss on your connection.
    • This is measured by a letter scale with A being the best.
      • If your Packet Loss is below a B, your connection is losing pieces of the video and causing the video to skip.
      • If your Jitter is below a B, your connection speed is very inconsistent and may be changing while you are watching the video which will result in buffering issues.
      • If either of these is the case you will need to contact your internet provider.
  • Ports: You will need to have ports 1935, 443 and 80 open. You can run a port test at this link.
    • If you are watching from work and those ports are not open, check with your IT department.
  • Shared Internet Connection: If you are on a shared internet connection, test playing videos during non-peak hours when usage by others on your network is low.
  • Reset Your Browser: If you've tried all the previous steps, your browser may be retaining data that needs to be deleted, and this requires a reset. If you are using Chrome, use the instructions in this link to reset your browser. If you are using Internet Explorer (IE) you may need to reset it. You can do this by clicking on the cog icon on the top right of your page. Then click on tools, internet options, advanced and reset. If you are using Firefox, use the instructions in this link to reset your browser.
  • Other things to check:
    • At home or at work, test using different browsers and computers to see if you get the same result.
      • Make sure you have the latest version of the browser you are using.
    • If you are using Internet Explorer (IE) you may need to reset it. You can do this by clicking on the cog icon on the top right of your page. Then click on tools, internet options, advanced and reset.
    • Try from a different location using a different network.
    • If you are on a wireless connection try a wired solution.
    • If you are on a home network:
      • Test playing the videos when you are the only user on the network.
      • Try by-passing your router to eliminate it as the point of failure. A direct plug from your ISP to your computer will take care of this and will make sure that neither your router nor other users are affecting your connection.
    • If you are running Firefox, you can check your plugins here: https://www.mozilla.org/en-US/plugincheck/
  • Make sure you do not have any other programs open. File sharing and peer to peer sharing programs, even when limited to low bandwidth, can make it almost impossible to stream properly.
  • Tracking Progress on Mobile Devices: The GogoTraining site is designed to use the native player found in your browser. If you are taking your course on a mobile device and want to make sure your progress is tracked, then you will need to play the videos from the native player that is in your browser. Do not download any third party apps to play the videos as they do not allow your progress to be recorded. If you have installed a third party app and want to receive a Course Completion Certificate, then you will need to uninstall the 3rd party app or see if the app has the ability for you to disable it for certain sites.
  • Submitting Debugging Information If you have tried everything else and still are having trouble viewing the videos, you can visit this page where you can help us debug your particular setup by following the instructions on the page and submit the debugging information to us.
Video Title
00: Course Introduction
7 min
01: Introduction to PPO
17 min
02: Capacity Management
17 min
03: Capacity Management Activities
14 min
04: Capacity Management Methods and Techniques: Part 1
13 min
05: Capacity Management Methods and Techniques: Part 2
18 min
06: Availability Management: Part 1
25 min
07: Availability Management: Part 2
23 min
08: Availability Management: Part 3
22 min
09: IT Service Continuity Management: Part 1
13 min
10: IT Service Continuity Management: Part 2
10 min
11: IT Service Continuity Management: Part 3
18 min
12: IT Service Continuity Management: Part 4
23 min
13: Information Security Management: Part 1
27 min
14: Information Security Management: Part 2
14 min
15: Information Security Management: Part 3
13 min
16: Demand Management: Part 1
12 min
17: Demand Management: Part 2
14 min
18: Demand Management Part 3: Service Packages
21 min
19: Roles and Responsibilities: Part 1
13 min
20: Roles and Responsibilities: Part 2
8 min
21: Technology and Implementation Considerations: Part 1
20 min
22: Technology and Implementation Considerations: Part 2
15 min
23: Exam Preparation: Part 1
5 min
24: Exam Preparation: Part 2
11 min
6 hrs 33 mins

Helen Morris

Helen is an experienced consultant, trainer and service delivery manager focused on providing customer satisfaction and business benefits.

During a career spanning over 25 years, Helen has been involved in the design and presentation of Service Improvement programs and Service Management models to achieve significant improvements in customer satisfaction, quality of service, reduced costs and improved governance. She has been a program leader for regulatory affairs covering ISO/IEC 20000 / ISO 9001, and COBiT implementation.

Her experience as an educator over the last 18 years has provided an excellent background in mentoring and management for training and consultancy.

Helen has been a Presenter at the itSMF UK conference 2006 “Theory into Practice” - Cultural Change and at the itSMF UK conference 2010 “I can see clearly now…” - Process Implementation.

She is a regular columnist for the online ITSM Portal.


Course Materials

When you purchase this course you will receive access to these materials.

  • Student Guide
  • Exercise Guide
  • Exercise Answer Guide
  • Sample Exams
  • 4.4 Demand Management Extract
  • Service Strategy 5.5 Demand Management
  • Training Plan
  • Course Syllabus
  • ITIL 2011 Summary of Updates
  • ITIL PPO Figures

Course Links

These links are activated when you purchase this course.

  • Course Survey
  • ITIL Credit Profiler to Assess Credits


This course comes with a Transcript that tracks your progress. You can use your transcript to view and monitor your progress and when you complete the course, you can print or email the transcript.

Letter of Course Attendance

You will be awarded a Certificate of Completion when you finish this course. You will be able to print or email the certificate and share your accomplishment with everyone.

How to Take Your Exam

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.

Tracking Credits

The ITIL Qualification Scheme introduces a modular credit system for each of the ITIL qualifications. All modules are given a credit value, and candidates meeting the requisite entry criteria and accumulating the required number of credits (22) can apply for ITIL Expert level of qualification. Click here and select the Certification button to learn more about the Qualification Scheme.  Qualifications from earlier ITIL versions are also recognized within the system, together with qualifications endorsed as complementary to the core ITIL portfolio.

Need Help Tracking Your Credits?

APMG International offers an “ITIL Credit Profiler” to advise ITIL candidates of the total credit value they have attained within the scheme and to provide general guidance on potential routes for further study based on candidate educational or qualification objectives. Click here to access the ITIL Credit Profiler.


EXIN offers all GogoTraining students a 10% discount on all online proctored exam for this course. You can register online, receive your 10% discount and take your exam any day or night that works for you. To purchase your exam, click here.

APMG: To take your exam with APMG send your course completion certificate 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 us-operations@apmg-international.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.