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 Coventry

Coventry is a metropolitan area in the West Midlands, England. Historically part of Warwickshire, Coventry is the 9th largest city in England and the 12th largest in the United Kingdom. It is the second largest city in the West Midlands region, after Birmingham, with a populace of 345,385 in 2015. Coventry is 95 much north-west of central London, 19 miles east-south-east of Birmingham, 24 miles south-west of Leicester and 11 miles north of Warwick. Coventry Cathedral was constructed after the annihilation of the 14th-century cathedral church of Saint Michael by the German Luftwaffe in the Coventry Blitz of 14 November 1940. Coventry motor companies have donated meaningfully to the British motor industry. The city has two universities, Coventry University in the City Centre and the University of Warwick on the southern outskirts.

Areas of Interest:

Cathedral:

St. Michael's Church is Coventry's best-known landmark and visitor place. The 14th-century church was hugely demolished by German bombing during the Second World War, part only the outer walls and spire. At 300 feet above, the spire of St. Michael's is appealed to be the third tallest church spire in England, after Salisbury and Norwich. Due to the architectural design, it lived the destruction of the rest of the cathedral. The new Coventry Cathedral was opened in 1962 next to the ruins of the old. It was reproduced by Sir Basil Spence. The cathedral covers the tapestry Christ in Glory by Graham Sutherland.

Cultural Institution:

The Herbert Art Gallery and Museum is one of the largest cultural organisations in Coventry. Another visitor attraction in the City Centre is the Coventry Transport Museum, which has the main group of British-made road vehicles in the world. The museum established a refurbishment in 2004 which comprised the creation of a new arrival as part of the city's Phoenix Initiative project. It was a finalist for the 2005 Gulbenkian Prize. About four miles from the City Centre and just outside Coventry in Baginton is the Lunt Fort, a reconstructed Roman fort on its original site. The Midland Air Museum is located just within the border of Coventry on land head-to-head to Coventry Airport and near Baginton.

Red Major Improvements endure renewing the City Centre. The Phoenix Initiative, which was deliberated by MJP Architects, stretched the final shortlist for the 2004 RIBA Stirling Prize and has now gained a total of 16 separate awards. It was available in the book ‘Phoenix: Architecture/Art/Regeneration' in 2004. Further major developments are potentially afoot, chiefly the Swanswell Project, which is envisioned to deepen Swanswell Pool and link it to Coventry Canal Basin, joined with the creation of an urban marina and a wide Parisian-style avenue. A possible second phase of the Phoenix Inventiveness is also in the offing, though both of these plans are still on the drawing-board. On 16 December 2007, IKEA's first city-centre store in the UK was opened, in Coventry.