About the course
The Service Capability series is of interest to those who are looking for a deeper
understanding of specific IT Service Management processes, process activities,
and the execution and use of these processes throughout the Lifecycle.
This Planning Protection and Optimization course highlights the practical aspects
of the ITIL Service Lifecycle and the processes associated with Planning, Protection,
and Optimization (PPO). The main focus of this course is on the operational-level
process activities for Capacity Management, Availability Management, IT Service
Continuity Management, Information Security Management, and Demand Management.
The course further teaches Critical Success Factors and supporting methods and
approaches to executing these processes in a practical, hands-on learning environment.
The main target group for this ITIL® Intermediate Qualification Certificate includes, but is not restricted to:
Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management which shall be presented as documentary evidence to gain admission.
At least 30 contact hours with an Accredited Training Organization (ATO) or an accredited e-learning solution, as part of a formal, approved training course
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 at a minimum of 12 hours of personal study by reviewing the syllabus and the pertinent areas within the ITIL® core guidance in preparation for the examination, specifically Chapter 2: Service management as a practice.
Additionally it is recommended that candidates:
Can demonstrate familiarity with IT terminology and understand Planning Protection and Optimization within the context of their own business environment.
Before attending training for the certification it is also strongly recommended that candidates read the ITIL® Service Lifecycle core publications and, in particular, the ITIL® Service Design publication.
Options of Course Delivery
In class at the client site, virtual ONLINE (Instructor-Led) WEBEX or online at your own pace
This five (5) days classroom-training course with examination held on the afternoon of the 5th day and includes a sample examination and preparation to re-enforce the knowledge gained.
The format of the examination consists of a closed book paper of 8 multiple-choice complex 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 an additional 30 minutes and allowed use of a dictionary). The passing mark is 70% or more than 28 correct answers.
Planning Protection and Optimization Course Content
Through a series of lectures designed at achieving a clear understanding of the ITIL® Best Practice lifecycle approach and through various exercises, assignments and discussions, participants can expect to gain the competence in the following areas upon successful completion of the education and examination components related to this certification:
The program covers the following modules:
The candidates are able to understand, describe, identify, demonstrate, apply, distinguish, produce, decide or analyze:
IT Service Continuity Management
Information Security Management
Planning, Protection and Optimization Roles and Responsibilities
The key roles/functions responsible for executing each process step as related to:
Technology and Implementation Considerations
ITIL® is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved
On Site Classes
8:30am to 4:30pm MT
Contact for pricing