In this course, you will be immersed in the practical aspects of the ITIL service lifecycle and processes associated with the planning, protection, and optimization (PPO) of services and service delivery. You will focus on the operational-level process activities and supporting methods and learn to execute these processes in a practical, hands-on learning environment. This training is intended to enable you to apply the practices throughout the service management lifecycle.

This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam. The exam is offered on the last day of the course at 1:00 pm.

The main process and function focus areas of this course include:

• Demand management
• Capacity management
• Availability management
• IT service continuity management (ITSM)
• Information security management (ISM)

Please note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided no later than the first day of class.

Certification:

ITIL Intermediate Qualification: Planning, Protection, and Optimization

Thousands of students have achieved ITIL certifications with the help of our training. We're so confident in our ITIL training, we guarantee your success on the Intermediate ITIL exams or your money back. Visit www.globalknowledge.com/itilguarantee for details.

What You'll Learn

• Service management as a practice and how the processes within PPO support the service lifecycle
• Role of PPO in service provision and how the in-scope processes interact with other service lifecycle processes
• Activities and methods used in each of the PPO processes
• Application of PPO processes and activities to achieve operational excellence
• How to measure PPO performance
• Importance of IT Security and how it supports PPO
• Technology and implementation requirements in support of PPO
• Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks related with PPO

Who Needs to Attend

• IT operations, technical, or IT management personnel requiring more information about ITIL best practices
• Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT

Prerequisites

• ITIL Foundation Certification (required)
• Two to four years of relevant work experience
• To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publication Service Design (2011 Edition, ISBN 9780113313051) and complete at least 12 hours of personal study

Follow-On Courses

• ITILŪ Service Lifecycle: Service Transition
• ITILŪ Service Lifecycle: Service Operation
• ITILŪ Service Capability: Service Offerings and Agreements
• ITILŪ Service Capability: Operational Support and Analysis
• ITILŪ Service Lifecycle: Service Strategy
• ITILŪ Service Lifecycle: Service Design
• ITILŪ Service Lifecycle: Continual Service Improvement
• ITILŪ Service Capability: Release, Control, and Validation
• ITILŪ: Managing Across the Lifecycle

Certification Programs and Certificate Tracks

This course is part of the following programs or tracks:

• ITILŪ Certifications

Why Global Knowledge?

• Practice to Perform
  Our courses maximize learning through intensive, hands-on exercises. Our experiential design puts theory into practice and dramatically improves your learning experience, professional development, and retention. It is the difference between memorizing facts and building competency. We use more challenging scenarios and offer greater detail and practice of each concept than traditional courses, so you will return to work more knowledgeable and with greater expertise.
• Free Templates with Every Course
  Creating templates to support your methodology is expensive and time consuming. We make it easy for you to adopt best practices quickly and easily by including our CD of 110 templates with this course. You can easily customize the templates for use throughout your organization.
• Flexible Courses That Fit Your Needs
  Building our courses with individual lesson objects allows us to easily customize a solution that meets the needs of your organization. From editing standard course curriculum to creating a custom course that complements the best practices of your organization, we have the experience and expertise to deliver exactly what you need.
• Customization for Organizations
  Using our SOLVE methodology (Surround, Originate, Launch, Validate, Evolve), we can assess your organization's unique learning needs and goals, design and implement a tailored solution, and provide continuous program improvements. We also offer curriculum-planning services to help maximize the return on your organization's training investment.

Course Outline

1. Planning, Protection, and Optimization

• Processes
• Purpose, Objectives, and Value of Service Design
• Lifecycle within the PPO Context
• Scope and Flow of Service Design
• Service Requirements
• Business Requirements and Drivers
• Business Value of Service Design
• Comprehensive and Integrated Service Design
• Direction, Policy, and Strategy of Service Design
• Optimizing Design Performance
• Purpose and Objectives of the Design Coordination Process
• Scope of the Design Coordination Process
• Business Value of the Design Coordination Process

2. Demand Management

• Purpose, Objectives, and Scope
• Business Value
• Policies, Principles, and Basic Concepts
• Activities, Methods, and Techniques
• Triggers, Inputs, and Outputs
• Process Interfaces
• Information Management
• CSFs and KPIs
• Challenges and Risks
• Roles and Responsibilities

3. Capacity Management

• Purpose and Objectives
• Scope of Capacity Management
• Business Value
• Policies, Principles, and Basic Concepts
• Activities, Methods, and Techniques
• Triggers, Inputs, and Outputs
• Process Interfaces with Capacity Management
• Information Management in Capacity Management
• CSFs and KPIs
• Challenges and Risks
• Roles and Responsibilities

4. Availability Management

• Purpose and Objectives
• Scope of Availability Management
• Business Value
• Policies, Principles, and Basic Concepts
• Vital Business Functions
• Activities, Methods, and Techniques
• Triggers, Inputs, and Outputs
• Process Interfaces
• Information Management
• CSFs and KPIs
• Challenges and Risks
• Roles and Responsibilities

5. IT Service Continuity Management

• Purpose and Objectives
• Scope of ITSCM
• Business Value
• Policies, Principles, and Basic Concepts
• Activities, Methods, and Techniques
• Process Interfaces
• Information Management
• CSFs and KPIs
• Challenges and Risks
• Roles and Responsibilities

6. Information Security Management

• Purpose and Objectives
• Scope of ISM
• Business Value
• Policies, Principles, and Basic Concepts
• Activities, Methods, and Techniques
• Triggers, Inputs, and Outputs
• Process Interfaces
• Information Management
• CSFs and KPIs
• Challenges and Risks
• Roles and Responsibilities

7. Technology and Implementation Considerations

• Best Practices for Service and Process Implementation
• Generic Technology Requirements for Service Design
• Technology and Management Architectures
• Selection of Tools and Technology to Support Service Design
• Planning and Implementing Service Management Tools
• Challenges, Risks, and CSFs

8. Exam Preparation/Mock Exam

9. Exam