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 Sunderland

Sunderland

Sunderland also referred as Sunderland A.F.C, Tyne and Wear. It is located on River Wear in England. Sunderland comprises of the neighbouring towns like Washington and Houghton-le-Spring as well as city. Sunderland is referred as UK Parliament Constituency from 1832 to 1950. Sunderland A.F.C is a professional football team.

History

The population of Sunderland was 146,000 during 1901. First electric trams started in Sunderland in 1900. However in the 1940s and 195-s electric trams were replaced by buses. Last trams ran in Sunderland in 1954. Sunderland Technical College was opened in 1901. In 1904 Bede Memorial was raised and in 1907 Commissioners offices were built. In 1907 Empire Theatre was also opened. In 1909 Barnes Park was opened. Backhouse Park in 1923. Thompson Park in 1933. In 1902 Roker Breakwater was built and South Breakwater in 1914.

Boundaries of Borough were extended in 1928 to include Southwick and Fulwell. In 1929 New Wear Bridge has been constructed. A general hospital was opened in 1929. In 1934 was Deep Water Quay was opened. Council started slum clearance in Sunderland in 1930s. New council houses were built to replace the old slums located in Ford Hall, Marley Pots and Leechmere. During Second World War 267 people were killed due to German bombing. About 1000 houses were destroyed, and about 3000 got damaged. In 1967 boundaries of Sunderland were extended to include Silksworth, South Hylton, Herrington, Ryhope and Castletown. In 1969 Sunderland Polytechnic was founded and was made university in 1992. In 1970 civic centre and the new town hall was built. In 1973 new Police station has been constructed.

In 1973 Monkwearmouth Station Museum was opened. In 1974 North East Aircraft Museum was founded and new General Hospital was opened in Sunderland in 1978. Sunderland suffered in the 1930s when third of the men were unemployed. During 1950s Joblessness lowered and in 1980s unemployment returned. In late 20th century, Sunderland’s coal mining declined rapidly. After 1986 no more coal was exported. New industries replaced the old ones. Sunderland is well known for its car making industry. Other industries in Sunderland include electronic engineering, papermaking, mechanical engineering and textiles. Sunderland was made a city in the year 1992. In 1995 Sunderland Library and Arts Centre was opened. In 1997 Stadium of Light was opened and in 1998 National Glass Centre was opened. In 2002 Tyne and Wear Metro was expanded to Sunderland. In the beginning years of 21st century, Sunniside area was regenerated. Sunderland Aquatic Centre was opened in 2008. Now the population of Sunderland is 275,000.