Blended ITIL Planning, Protection, and Optimization Capability Course (PPOBL)

Course Description Schedule Course Outline
 

Who should attend

The Planning, Protection, and Optimization Capability course will be of interest to:

  • Individuals who have their ITIL Foundation certificate and want to purse the Intermediate and Advanced level ITIL certifications.
  • Individuals who require a deeper understanding of the Planning, Protection, and Optimization processes, their use, and their implementation to enhance the quality of IT service support within an organization.

Course Description

Fast Lane’s blended Planning, Protecting, and Optimization (PPO) training course uses an optimal mix of training methods to achieve your training and certification objectives in a way that is convenient, effective, and economical. Learners obtain the “knowing” component of the course by completing 10 hours of self-paced e-learning in their own time and at their own pace.

After completing the e-learning component of the course, the program taps into the natural strengths of the classroom. In 2.5 days, you learn to “apply” the knowledge through a combination of case studies, assignments, and role playing.

This ITIL Intermediate course immerses learners in the practical aspects of the ITIL Service Lifecycle and processes associated with the Planning, Protecting, and Optimization of services and service delivery. The main focus of this course is on the operational-level process activities and supporting methods and approaches to executing these processes in a practical, hands-on learning environment.

The Course includes the opportunity to take the exam at the end of class, and if necessary, Fast Lane will provide you with a free re-take.

Class Prerequisites

Candidates for this course must:

  • Hold an ITIL Foundation certificate.
  • There is no minimum mandatory requirement but 2 to 4 years’ professional experience working in IT Service Management is highly desirable.

It is also strongly recommended that candidates:

  • Can demonstrate familiarity with IT terminology; understanding the context of Planning, Protection, and Optimization management in their own business environment is strongly recommended.
  • Have exposure working in the Service Management capacity within a service provider environment, with responsibility emphasizing at least one of the following management processes: (Capacity Management, Availability Management, IT Service Continuity Management (ITSCM), Information Security Management, and Demand Management)

It is recommended that learners should complete at least 12 hours of personal study by reviewing the syllabus and the associated areas of the ITIL Service Management practice core guidance, particularly the Service Design publication, in preparation for the examination. The syllabus can be downloaded from http://www.itil-officialsite.com/Qualifications/ITILV3QualificationScheme.asp.

What You Will Learn

On completing this course and examination, the learner will gain competencies in:

  • Understanding Service Management as a practice and how the processes within Planning, Protection, and Optimization support the Service Lifecycle.
  • Knowing the important role of Planning, Protection, and Optimization in service provision and understanding how the in-scope processes interact with other Service Lifecycle processes.
  • Comprehending the activities, methods, and functions used in each of the Planning, Protection, and Optimization processes.
  • Knowing how to apply Planning, Protection, and Optimization processes, activities, and functions to achieve operational excellence.
  • Measuring Planning, Protection, and Optimization performance.
  • Understanding the importance of IT security and how it supports Planning, Protection, and Optimization.
  • Understanding technology and implementation requirements in support of Planning, Protection, and Optimization.
  • Comprehending the challenges, Critical Success Factors, and risks related to Planning, Protection, and Optimization.

Comments

Practical Information About the Course

  • A maximum of 18 people can attend this course with 1 instructor; more students require a second instructor.
  • Learners have to provide their ITIL certificate numbers before the start of the course.
  • Learners are expected to complete the e-learning modules prior to joining the classroom/virtual classroom sessions as the classroom sessions build upon the knowledge provided in the e-learning modules.
  • Classroom/virtual classroom sessions run from 08:00 – 5:00 on days 1 and 2. The third day ends at 12.00.
  • After the classroom sessions, there is one more e-learning module to complete; this is the exam preparation module.
  • The exam can be scheduled at a time and date convenient to learners after the (virtual) classroom sessions.
  • The e-learning modules and virtual classroom environment require a high-speed Internet connection, Internet Explorer 7.0 or higher, a headset, and a microphone.
  • The instructor is available throughout the program to support learners with their e-learning modules. The instructor can be reached via telephone or e-mail.

Course Learner Material

  • Learners receive a copy of the classroom presentation material, practice exam, case study, homework, and assignments.
  • Learners receive a PDF with additional course reference material (about 600 pages). This material is formatted for an e-reader, allowing students to read it as an e-book.
  • Learners receive a login and password for the e-learning modules a few weeks before the (virtual) classroom course starts. The e-learning materials are available for 2 years after completion of the course.

About the Examination:

  • Evidence of ITIL Foundation certificate and completion of the Planning, Protecting and Optimization course from an Accredited Training Provider is required to sit for the exam.
  • The exam is a closed-book exam with eight (8) multiple-choice, scenario-based, gradient-scored questions.
  • The exam duration is a maximum of 90 minutes for all candidates in their respective language (candidates sitting the examination in a language other than their first are allowed a maximum of 120 minutes and the use of a dictionary).
  • Each question has 4 possible answer options; one that is worth 5 marks, one that is worth 3 marks, one that is worth 1 mark, and one that is a distracter and receives no marks.
  • The pass score is 28/40 or 70%.

Credits

  • On successfully passing the ITIL Planning, Protection, and Optimization Capability exam, the learner will be recognized with 4 credits in the ITIL Qualification scheme.
  • Project Management Institute – Professional Development Units (PDUs) = 30

Outline: Blended ITIL Planning, Protection, and Optimization Capability Course (PPOBL)

UNIT 1: INTRODUCTION

  • Student and Instructor Introductions
  • Unique Nature of the Course
  • Course Learning Objectives
  • Course Agenda
  • Concept of Service, its value proposition, and its composition
  • Service Management as a Practice
  • Functions and Processes Across the Service Lifecycle
  • Role of Processes in the Service Lifecycle
  • Business Value of Service Management
  • Support for the Service Lifecycle
  • Group/Individual Exercise
  • Sample Test Question

UNIT 2: CAPACITY MANAGEMENT

  • Purpose, Goal, and Objectives
  • Scope of Capacity Management
  • Business Value of Capacity Management
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, Techniques, and Relationship with PPO
  • Triggers, Inputs, Outputs, and Interfaces with other Processes
  • Key Metrics Demonstrating the Efficiency and Effectiveness
  • of Successful Capacity Management
  • The Capacity Management Process
  • Group/Individual Exercise
  • Sample Test Question

UNIT 3: AVAILABILITY MANAGEMENT

  • Purpose, Goals, and Objectives
  • Scope of the Process
  • Importance of Availability Management in Generating Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, Techniques, and Relationship with PPO
  • Triggers, Inputs and Outputs, and Process Interfaces
  • Process Measurement
  • Roles and Responsibilities
  • Group/Individual Exercise
  • Sample Test Question

UNIT 4: IT SERVICE CONTINUITY MANAGEMENT

  • Purpose, Goal, and Objectives
  • Scope of ITSCM
  • Business Value of ITSCM
  • Policies, Principles, and Basic Concepts
  • Initiation Activities, Methods, Techniques, and Relationship with PPO
  • Requirements and Strategy Activities, Methods, Techniques, and Relationship with PPO
  • Implementation Activities, Methods, Techniques, and Relationship with PPO
  • Ongoing Operation Activities, Methods, Techniques, and Relationship with PPO
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Key Metrics Demonstrating the Efficiency and Effectiveness of Successful ITSCM
  • Roles and Responsibilities
  • Group/Individual Exercise
  • Sample Test Question

UNIT 5: INFORMATION SECURITY MANAGEMENT

  • Purpose, Goals, and Objective
  • Scope of ISM
  • Business Value of ISM
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, Techniques, and Relationship with PPO
  • Triggers, Inputs, Outputs, and Interfaces of ISM
  • Key Metrics Demonstrating the Efficiency and Effectiveness of Successful ISM
  • Roles and Responsibilities
  • Group/Individual Exercise
  • Sample Test Question

UNIT 6: DEMAND MANAGEMENT

  • Objectives of Demand Management
  • Basic Concepts
  • Activity-Based Demand Management and PBAs
  • Interfaces with Other Processes
  • Managing Demand for Service
  • Activities, Methods, Techniques, and Relationship with PPO
  • Group/Individual Exercise
  • Sample Test Question

UNIT 7: CHALLENGES, CRITICAL SUCCESS FACTORS, AND RISKS

  • Goals and Objectives
  • Challenges, CSFs, and Risks of Capacity and Demand Management
  • Challenges, CSFs, and Risks of Availability Management
  • Challenges, CSFs, and Risks of ITSCM
  • Challenges, CSFs, and Risks of ISM
  • Challenges, CSFs, and Risks of Service Design
  • Group/Individual Exercise
  • Sample Test Question

UNIT 8: TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS

  • Goals and Objectives
  • Generic Requirements for Technology to Assist Service Design
  • Evaluation Criteria for Technology and Tooling for Process Implementation
  • Good Practices for Practice and Process Implementation
  • Challenges, CSFs, and Risks in Implementing Practices and Processes
  • Planning and Implementing Service Management Technologies
  • Considerations for Implementing Technologies
  • Group/Individual Exercise
  • Sample Test Question

UNIT 9: EXAM PREPARATION GUIDE

  • Mock Exam 1
  • Mock Exam 2
Classroom Training

Duration 2.5 days

Price
  • United States: US$ 2,895
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Online Training

Duration 2.5 days

Price
  • United States: US$ 2,895
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