ITIL® Planning, Protection, and Optimization Capability Course (PPO) – Outline

Outline detalhado do curso

UNIT 1: INTRODUCTION

  • Student and Instructor Introductions
  • Unique Nature of the Course
  • Course Learning Objectives
  • Course Agenda
  • Concept of Service, its value proposition, and its composition
  • Service Management as a Practice
  • Functions and Processes Across the Service Lifecycle
  • Role of Processes in the Service Lifecycle
  • Business Value of Service Management
  • Support for the Service Lifecycle
  • Group/Individual Exercise
  • Sample Test Question

UNIT 2: CAPACITY MANAGEMENT

  • Purpose, Goal, and Objectives
  • Scope of Capacity Management
  • Business Value of Capacity Management
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, Techniques, and Relationship with PPO
  • Triggers, Inputs, Outputs, and Interfaces with other Processes
  • Key Metrics Demonstrating the Efficiency and Effectiveness
  • of Successful Capacity Management
  • The Capacity Management Process
  • Group/Individual Exercise
  • Sample Test Question

UNIT 3: AVAILABILITY MANAGEMENT

  • Purpose, Goals, and Objectives
  • Scope of the Process
  • Importance of Availability Management in Generating Business Value
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, Techniques, and Relationship with PPO
  • Triggers, Inputs and Outputs, and Process Interfaces
  • Process Measurement
  • Roles and Responsibilities
  • Group/Individual Exercise
  • Sample Test Question

UNIT 4: IT SERVICE CONTINUITY MANAGEMENT

  • Purpose, Goal, and Objectives
  • Scope of ITSCM
  • Business Value of ITSCM
  • Policies, Principles, and Basic Concepts
  • Initiation Activities, Methods, Techniques, and Relationship with PPO
  • Requirements and Strategy Activities, Methods, Techniques, and Relationship with PPO
  • Implementation Activities, Methods, Techniques, and Relationship with PPO
  • Ongoing Operation Activities, Methods, Techniques, and Relationship with PPO
  • Triggers, Inputs, Outputs, and Process Interfaces
  • Key Metrics Demonstrating the Efficiency and Effectiveness of Successful ITSCM
  • Roles and Responsibilities
  • Group/Individual Exercise
  • Sample Test Question

UNIT 5: INFORMATION SECURITY MANAGEMENT

  • Purpose, Goals, and Objective
  • Scope of ISM
  • Business Value of ISM
  • Policies, Principles, and Basic Concepts
  • Activities, Methods, Techniques, and Relationship with PPO
  • Triggers, Inputs, Outputs, and Interfaces of ISM
  • Key Metrics Demonstrating the Efficiency and Effectiveness of Successful ISM
  • Roles and Responsibilities
  • Group/Individual Exercise
  • Sample Test Question

UNIT 6: DEMAND MANAGEMENT

  • Objectives of Demand Management
  • Basic Concepts
  • Activity-Based Demand Management and PBAs
  • Interfaces with Other Processes
  • Managing Demand for Service
  • Activities, Methods, Techniques, and Relationship with PPO
  • Group/Individual Exercise
  • Sample Test Question

UNIT 7: CHALLENGES, CRITICAL SUCCESS FACTORS, AND RISKS

  • Goals and Objectives
  • Challenges, CSFs, and Risks of Capacity and Demand Management
  • Challenges, CSFs, and Risks of Availability Management
  • Challenges, CSFs, and Risks of ITSCM
  • Challenges, CSFs, and Risks of ISM
  • Challenges, CSFs, and Risks of Service Design
  • Group/Individual Exercise
  • Sample Test Question

UNIT 8: TECHNOLOGY AND IMPLEMENTATION CONSIDERATIONS

  • Goals and Objectives
  • Generic Requirements for Technology to Assist Service Design
  • Evaluation Criteria for Technology and Tooling for Process Implementation
  • Good Practices for Practice and Process Implementation
  • Challenges, CSFs, and Risks in Implementing Practices and Processes
  • Planning and Implementing Service Management Technologies
  • Considerations for Implementing Technologies
  • Group/Individual Exercise
  • Sample Test Question

UNIT 9: EXAM PREPARATION GUIDE

  • Mock Exam 1
  • Mock Exam 2