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 Gloucester

Gloucester is a county city in Gloucestershire located in the south-west of England. Gloucester deceits close to the Welsh border, on the River Severn, between the Cotswolds to the east and the Forest of Dean to the south-west. King Henry II granted its first charter in 1155. Frugally, the city is conquered by the service industries, and has a high monetary and business sector and was protuberant in the atmosphere manufacturing.

Geography:

Gloucester is the regional town of Gloucestershire. It is the 53rd largest settlement in the UK. Its population was 110,600 in 2002. By 2011 the city had a population of 121,900, and by 2012 its population was 123,400. Growth feasts outside city limits, with many remote regions. The 2011 survey reports the population of the Gloucester as 149,820.

The city lies on the eastern bank of the River Severn. It is sheltered by the Cotswolds to the east, while the Forest of Dean and the Malvern Hills rise to the west and north. The wharfs, granaries and the docks themselves fell into disorder until their face-lift in the 1980s. They now form a public open space. Some granaries now house the Gloucester Waterways Museum and others were rehabilitated into housing flats, shops and bars. Moreover, the Gloucestershire Museum's soldiers is located in the Custom House. Next to the gallery is Gloucester Yacht Club. The port motionless houses the most inland RNLI lifeboat in the United Kingdom.

Attractions:

Gloucester Cathedral, in the north of the city near the river, creates the basis of an abbey devoted to Saint Peter in 681. It is the burial home of King Edward II and Walter de Lacy. The cathedral is very famous as it was used in the films like Harry Potter and the Philosopher's Stone, Harry Potter and the Chamber of Secrets and much more.

Many feudal and Tudor period gabled and half-timbered houses endure from previous eras of Gloucester's history. At the point where the four principal roads crossed stood the Tolsey, which was relieved by a modern building in 1894. None of the old public structures is left but for the New Inn in Northgate Street. It is a forested house, with strong, enormous external colonnades and patios. It was built around 1450 by John Twyning, a monk.