ITIL® Service Capability - Planning, Protection and Optimisation

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Introduction
Course Details
Course Content
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A Quick Glance

Improve your efficiency in planning, protection and optimisation of the organisational processes
Learn various methods and techniques that are needed in implementing effective PPO
Pentagon Training’s Courses are delivered by highly experienced and qualified instructors
Our trainers make sure that the training is enjoyable by giving real-world examples to the delegates

Designing or planning an organisational service is always an important task to look into. Organisations face many issues related to designing, planning or optimisation that affects their quality of service directly. To ensure the service quality, ITIL® Service Capability program came into existence. Organisation uses Planning, Protection and Optimisation techniques to ensure that the services are properly designed and are available whenever needed. ITIL® Service Capability-Planning, Protection and Optimising (PPO) is one of the modules that leads to the ITIL® Expert Certification in IT Service Management.

Pentagon Training’s ITIL® Service Capability-Planning, Protection and Optimising training provide knowledge about the practical aspects associated with the planning, protection and optimisation of quality services and its delivery.

Who should take this course

ITIL® Service Capability- Planning, Protection and Optimisation course is best suited for the following audience:

Business process owners
Business Managers
IT Professionals
Those who want to have a better understanding of how the ITIL® Planning, Protection and Optimisation processes can be used for improving the quality of IT service support within an organisation
The professionals who have adopted and adapted ITIL® and want to contribute to the service improvement service program within the organisation
Those who want to go for ITIL® Expert Certification and this certification is one of the prerequisites
The delegates who have attained ITIL® Foundation Certificate and wanted to switch to the higher level of ITIL® Certifications

The professionals who want to attend ITIL® Service Capability - Planning, Protection and Optimisation course must hold ITIL® Foundation
The professionals who are working in the same field and want to upgrade their knowledge and become ITIL® Expert

What Will You Learn

During ITIL® Planning, Protection and Optimisation course, you will be able to:

Understand how the Planning, Protection and Optimisation process support the ITIL® Service Lifecycle
Discover various activities and functions used in PPO process
Achieve operational excellence by implementing the applications of PPO process and activities
Understand the importance of IT Security in organisational processes
Identify how IT Security supports PPO

Exam(s) included

Certificate

Tutor Support

Key Learning Points

Course Overview

The intent of the ITIL® Service Capability-Planning, Protection and Optimising (PPO) is to test and validate the understanding of organisational practices in IT Service Management as documented in the ITIL Service Lifecycle core publications. Get 4 points towards ITIL® Expert Qualification. The candidates will be able to apply Planning Protection and Optimisation practices during the ITIL® Service Lifecycle and specifically in the following areas:

Availability Management
Capacity Management
IT Service Continuity Management (ITSCM)
Information Security Management
Demand Management

Exam

Each delegate will have to pass an examination that will be conducted at the end of the training to measure comprehension of the body of knowledge. The exam consists of 8 Multiple Choice, scenario based Questions (MCQ’s). For MCQs, four options will be provided, out of which one would be the correct answer. The delegates must identify the correct answer and proceed.

One will need to have 70 percent marks to clear the exam. Our trainers will help the delegates to have a deep understanding of the subject.

The exam is 90 minutes, and one needs to complete all questions within this period only.

The language used in the exam would be English. Selection of language depends upon the comfort of the trainer.

All other details regarding exams will be provided during the training by our experts.

Course Content

Introduction to Planning, Protection and Optimisation

Define Planning, Protection and Optimisation module
Scope
Purpose and Objectives
Lifecycle within Planning, Protection and Optimisation context
Value of Service Design
Requirements for the services
Business Requirements and Drivers
Business value of Service Design
Comprehensive and Integrated Service Design
Strategy and Policy of Service Design
Optimise the performance for Service Design
Purpose and Objective of Design Coordination Processes
Scope of Design Coordination Process
Business Value of the Design Coordination Process

Introduction to Demand Management

Define Demand Management
Scope and Objective
Business Value
Key concepts and terminologies
Inputs, Outputs and Triggers
Interfaces of the process
Information Management
CSFs and KPIs
Risks and Challenges in the process
Roles and Responsibilities

Introduction to Capacity Management

Define Capacity Management
Purpose and Objectives
Scope of Capacity Management
Business Value
Key concepts and terminologies
Methods and Techniques
Input, output and triggers
Process interfaces with Capacity Management
Information Management in Capacity Management
CSFs and KPIs
Risks and Challenges
Roles and Responsibilities

Introduction to Availability Management

Define Availability Management
Purpose and Objectives
Scope of Availability Management
Business Value
Key Concepts and Terminologies
Vital Business Functions
Methods and Techniques
Input, Output and triggers
Process Interfaces
CSFs and KPIs
Risks and Challenges in process
Roles and Responsibilities

Introduction to IT Service Continuity Management

Define IT Service Continuity Management
Scope of IT Service Continuity Management
Business Value
Key concepts and terminologies
Methods and techniques
Interfaces of process
Information Management
CSFs and KPIs
Risks and Challenges
Roles and Responsibilities

Information Security Management

Introduction to Information Security Management
Purpose and scope
Business Value
Basic concepts and terminologies
Methods and techniques
Input, output and triggers
Process interfaces
Information Management
CSFs and KPIs
Risks and Challenges
Roles and Responsibilities

Technology and Implementation Considerations

Overview of Technology and Implementation Considerations
Best Practices for implementing services and processes
Generic Technology requirements needed for designing services
Architecture of Technology and Management
Select tools and technology for supporting Service Design
Plan and implement service management tools
Risks and Challenges
CSFs

ITIL® Service Capability - Planning, Protection and Optimisation Enquiry

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Reach us at +44 1344 961530 or info@pentagonit.co.uk for more information.

About Poole

Poole

Poole is situated on the south coast of England in the county of Dorset. It is also treated as a seaport and a large coastal town. Poole is 33 km east of Dorchester and also joins Bournemouth in the east. In 1997 local Council Borough of Poole was made a unitary authority. It gained its administrative independence from Dorset County Council. According to 2011 Census, Borough had a population of 147,645. This population made it second largest town in Dorset.

Along with Bournemouth and Christchurch, town forms South East Dorset Conurbation. It had a total population of over 465,000.

Human settlement in Poole started back before the Iron Age. Town’s name was earliest recorded in the 12th century when town emerged as an important port. With the introduction of wool trade, this town prospered. The Later city developed significant trade links with North America. During the 18th century, it was one of the busiest ports in Britain. During Second World War, Poole was main departing ports for Normandy landings.

Poole is also a tourist resort that attracts many visitors. Poole is popular due to its natural harbour, incredible history, Lighthouse arts centre and Blue Flag beaches. Royal National LifeBoat Institution headquarters are also located in Poole. Royal Marines have a base in town’s harbour. Poole is also home to Arts University Bournemouth, an important part of Bournemouth University and Bournemouth Symphony Orchestra.

History

During the 19th century, there was a coastal trade to and from Poole. Trade declined rapidly when the railway was built to Hamworthy side of the bridge. People in business were now able to transport goods to and from Poole with the help of rail. In 1872 another railway was built in the middle of the Poole. During 19th century life in Poole improved. In 1887 first public library was opened. In 1890 Poole Park was opened, and in the same year, Parkstone Park was opened.

In novels of Gullivers Travels, Lilliput was the name of the land. According to some information, there was a house called Lilliput. This house existed at beginning of 19th century, and this gave this area a name Lilliput.

Electric trams started running during 1901 through the streets of the Poole, but then buses replaced them. In 1935 last trams ran in Poole.

In 1910 first cinema in Poole was opened. Municipal offices at Poole were built in the year 1932. The population of Poole was 19,000 in the 20th century, but later it grew at a phenomenal rate. Old industries of brick making, brewing and shipbuilding decline during the 20th century. Pottery industry survived somehow. In 1969 Dolphin Centre was opened. Poole general hospital was opened in 1969. In 1974 Poole Lifeboat Museum was opened. In 1978 Arts Centre was opened. Poole became a unitary authority in the year 1997. In the 21st century, Poole has become a Pottery Centre which made it an attractive tourist destination. Today Poole flourishes on Tourism. In 2007 Poole Museum was reopened. Present Population of Poole is 138,000.