ITIL® Version 3 – Planning, Protection & Optimization

Program Overview ITIL® is a set of best practices guidance
that has become a worldwide-adopted framework for Information Technology Services
Management (ITSM) by many Public & Private Organizations. Since early 1990,
ITIL® has been evolving from focusing on Functions and Processes under versions
1 and 2 to focusing on the Full Service Lifecycle Management under version 3.In addition to the existing benefits of aligning IT goals and objectives with the
business, improving quality and reducing cost of operation; ITSM and ITIL® V3
now emphasizes the following areas:

• Assist in transforming IT Service Management onto a strategic business asset
• Assist in defining and managing the complete lifecycle of IT Service Management
  Process
• Provide guidance on the development of Services Strategy, the development of Service
  Design, the Transition of Services from current to desired state, the Implementation
  and the Continuous improvement of the those Services

This exam-preparatory course provides comprehensive coverage of PPO concepts within
the IT Infrastructure Library (ITIL) V3. Through lectures and practice exam questions
participants explore the concepts of good practice in IT Service Management based
on the ITIL® V3 Framework.

The ITIL® Intermediate Qualification: Planning, Protection and Optimization
(PPO) Certificate is a free-standing qualification, but is also part of the ITIL®
Intermediate Capability stream, and one of the modules that leads to the ITIL®
Expert in IT Service Management. The purpose of this training module and the associated
exam and certificate is, respectively, to impart, test, and validate the knowledge
on industry practices in service management and design as documented in the ITIL®
Planning, Protection and Optimization publication

Duration This program is offered over a 5-day period where it combines
theoretical and hands-on knowledge transfer, including individual and group practical
exercises. The Minimum number of students per session is 6 where the maximum is
16.

• This five (5) days classroom training course with examination held on the afternoon
  of the 5th day is accredited by both LCS and EXIN examinations institutes
• The course includes approximately 30 hours of student-instructor interaction, a
  sample and a formal examination
• 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 additional
  30 minutes to allow use of a dictionary). The pass mark will be 70% or more – 28
  or more correct answers

Content & Objectives 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 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
• 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

Following completion of this unit, the candidate should possess knowledge of:

• The importance of Service Management as a Practice concept and Service Operation
  Principles, Purpose and Objective
• The importance of ITIL Planning, Protection and Optimization while providing service
• How all processes in ITIL Planning, Protection and Optimization interact with other
  Service Lifecycle Processes
• The processes, activities, methods and functions used in each of the ITIL Planning,
  Protection and Optimization processes
• How to use the ITIL Planning, Protection and Optimization processes, activities
  and functions to achieve operational excellence
• How to measure ITIL Planning, Protection and Optimization
• The importance of IT Security and its contributions to ITIL Planning, Protection
  and Optimization
• Understanding of technology and implementation considerations surrounding ITIL Planning,
  Protection and Optimization
• Challenges, Critical Success Factors and Risks associated to ITIL Planning, Protection
  and Optimization

Audience

• The audience for the ITIL® Intermediate Qualification: Planning, Protection
  and Optimization Certificate includes, but is not restricted to CIOs, CTOs, managers,
  supervisory staff, team leaders, designers, architects, planners, IT consultants,
  IT audit managers, IT security managers and ITSM trainers involved in the ongoing
  management, coordination and integration of Planning, Protection and Optimization
  activities within the Service Lifecycle.
• ” The course covers the management and control of the activities and techniques
  within the Planning, Protection and Optimization stage, but not the detail of each
  of the supporting processes. This course may also be of interest to:
• Individuals who have attained the V3 ITIL® Foundation certificate in Service
  Management, or the V3 Foundation Bridge certificate and who wish to advance to higher
  level ITIL® certifications
• Individuals who require a deep understanding of ITIL® Certificate in the Planning,
  Protection and Optimization processes and how it may be used to enhance the quality
  of IT service support within an organization
• IT professionals that are working within an organization that has adopted and adapted
  ITIL who need to be informed about and thereafter contribute to an ongoing service
  improvement program
• Operational staff involved in Capacity Management, Availability Management, ITSCM,
  Information Security Management, Demand Management, Risk Management, who wish to
  enhance their role-based capabilities
• Individuals seeking the ITIL® Expert certification in IT Service Management
  for which this qualification is one of the prerequisite modules
• Individuals seeking progress towards the ITIL® Master in IT Service Management
  for which the ITIL® Expert is a prerequisite

Note: The success in achieving this certification is highly dependent
upon participants’ effort in doing their homework, and self-study before and during
the program. Therefore, it is highly recommended that course participants purchase
the appropriate OGC publication to complete at a minimum 12 hours of personal study
by reviewing the syllabus and the pertinent areas of the ITIL® Service Management
Practice core guidance.

Prerequisites Individuals who have attained and have a proof of
one of the following certifications:

• V3 ITIL® Foundation certificate in Service Management; OR
• V2 Foundation plus the V3 Foundation Bridge certificate;
• At least 28 contact hours of study with an accredited training provider or accredited
  e-learning provider for this syllabus, as part of a formal, approved training course/scheme
• Additionally, it is strongly recommended that candidates demonstrate familiarity
  with IT terminology and understand the context of Planning, Protection and Optimization
  management of their own business environment; and
• Have exposure working in the service management capacity within a service provider
  environment, with responsibility emphasizing on at least one of the following management
  processes:
• Capacity Management Process
• Availability Management Process
• IT Service Continuity Management (ITSCM) Process
• Information Security Management Process
• Demand Management Process Challenges, Critical Success Factors and Risk Management
  For Service Planning, Protection and Optimization

Program Material This training program includes the following as
reference documentation:

• Program slide presentation
• Syllabus document
• ITIL® V3 acronyms and glossary
• Sample examination questions and answers

Simulation & Practical Material We provide the students with
real life experiences; we use the client organization as “Case study” example for
the purpose of discussion to show the value of using best practice. We integrate
group exercises and sample exam questions to simulate and practice the subject matter.

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