ITIL® Intermediate PPO Certification Training

Learning Objectives -

• 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 of how the in-scope processes interact with other Service Lifecycle processes
• The activities, methods and functions used in each of the Planning Protection and Optimization processes
• The application of Planning Protection and Optimization processes, activities and functions to achieve operational excellence
• How to measure Planning Protection and Optimization performance
• 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
• The challenges, critical success factors and risks related with Planning Protection and Optimization

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

• Individuals who have their ITIL® Foundation Certificate (or the ITIL® v2 Foundation + v3 Foundation Bridge certificate) who want to purse the intermediate and advanced level ITIL® certifications.
• Individuals who require a deeper understanding of the Planning Protection and Optimization processes and how these may be used and how these may be used to enhance the quality of IT service support within an organization, for example: operational staff involved in Capacity Management, Availability Management, IT Service Continuity Management, Information security Management, Demand Management and Risk Management.
• IT professionals involved in IT Service Management implementation and improvement programs
• A typical role includes (but is not restricted to): IT professionals, IT/business managers and IT/business process owners and IT practitioners

Introduction and Overview

• Planning, Protection and Optimization in the context of the Service Lifecycle
• The Service value proposition
• Role of processes in Service Management
• How Service Management creates business value Core Planning, Protection and Optimization Processes
• Capacity Management
• Conducting capacity management to contribute to quality assurance
• Purpose, goals and objectives
• Delivering against Service Level targets
• Meeting cost and time constraints
• Activities, methods and techniques
• Fit-for-purpose and fit-for-use

Availability Management

• Contributing to quality for fit-for-purpose and fit-for-use services
• Scope of the process
• Enabling Availability Management through activities, methods and techniques
• How Availability Management creates business value
• Triggers, input and output to other processes
• Establishing metrics to ensure process quality

IT Service Continuity Management (ITSC)

• Ensuring quality assurance when introducing services through effective ITSC management
• Illustrating the main activities
• Managing risks
• Planning for recovery
• Policies and principles
• Challenges and critical success factors

Information Security Management

• Analyzing how Information Security Management contributes to quality assurance for new services
• Aligning IT security with business security
• Ensuring confidentiality, integrity and availability
• How Information Security Management generates business value
• Activities, methods and techniques
• Key metrics to measure success

Demand Management

• Purpose, goals and objectives
• Influencing customer demand
• Coupling capacity with demand
• Activities, methods and techniques

Risk Management

• Risks relative to the Planning, Protection and Optimization process management
• Identifying the challenges, critical success factors and risks related to the other processes
• The risks directly related with Service Design
• How risks relate to the practice elements of Planning, Protection and Optimization

Roles and Responsibilities

• Capacity management
• Availability management
• IT Service Continuity management
• Information Security management

Technology and Implementation Considerations

• Generic requirements and evaluation criteria
• Special technology functions and features related to Planning, Protection and Optimization
• Good practices for implementation
• Determining the evaluation criteria for technology and process implementation
• Challenges, critical success factors and risks
• Considerations for planning and implementing Service Management technologies

Common Service Activities

• Analyzing operations performed in day-to-day activities
• The maturity model of technology management
• Aligning operations with the overall service and process objectives
• Service monitoring and control

Continual Service Improvement

• Implementing an effective CSI program
• CSI in respect to organizational change
• Best practice elements of CSI
• Measuring service performance
• Cost benefit justification

• Imbibing service management as a core component for practice along with understanding the process through the planning, protection and optimization of service lifecycle through the ITIL® PPO module
• Expressing the role of Planning Protection and Optimization through ITIL® PPO certification exam for providing service and how the interaction of in-scope processes and Service Lifecycle processes is acquired
• Explaining activities methods and functions of ITIL® PPO used in each of the Planning Protection and Optimization processes
• Measuring Planning Protection and Optimization performance through ITIL® Intermediate PPO course
• The importance of IT Security and how it supports Planning Protection and Optimization
• Utilizing technology and its implementation in requirement for supporting of Planning Protection and Optimization that is delivered through ITIL® PPO certification exam

What is ITIL® PPO Certification?

• This course provides comprehensive training for anyone involved in provision, support, and delivery of IT Services.

What is the Eligibility Criteria / Pre-requisites for the ITIL® PPO Exam?

• Evidence of ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate

What is the duration of training?

• Training duration is 2-3 days.

Do you provide certificates on successfully completing the course?

• Yes, at the end of the class, we will execute PeopleCert exams. After passing the exam you will receive soft copy of certificate on your email which states that you have successfully completed the course

When are the classes conducted?

• All open house sessions are conducted on weekends only. For in-house sessions, it can be as per the customer requested schedule.

What all is included in the course?

• Along with facilitating training sessions, we provide required course material and practice questions for exam preparation

Who conduct the training sessions?

• Training sessions are facilitated by certified experts having practical working experience as well as training experience.

Why one should join Vinsys?

• We are Accredited Training Organization
• Experiential Education
• Experienced Industry Experts
• Accredited course material
• Quality Courseware
• Post training support

• Evidence of ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge Certificate
• It is recommended that students 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, in particular Service Strategy, Service Design and Service Transition publications in preparation for the examination.
• The exam is a closed book exam with eight (8) multiple choice, scenario-based, gradient scored questions
• Exam duration is a maximum 90 minutes for all candidates (candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary)
• Each question will have 4 possible answer options, one of which worth 5 marks is, one which worth 3 marks is, one which worth 1 mark is, and one which a distracter is and achieves no marks.
• Pass score is 28/40 or 70%

Candidates for this course must:

• Hold an ITIL® Foundation Certificate or ITIL® v2 Foundation + v3 Foundation Bridge 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 and understand the context of Planning Protection and Optimization management of their own business environment is strongly recommended
• Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on 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 candidates are familiar with the guidance detailed in the ITIL® Service Lifecycle Practices core publications prior to attending training for this certification, in particular the Service Design publication.