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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 positions you to successfully complete the associated exam, which is offered on the last day of class at 3:00 pm for classroom students. Virtual students will receive a voucher for a webcam proctored exam which they can schedule at their convenience. Beginning on March 5^th, 2018, students will receive their course materials through a link in their MyGK account. This is a BYOD course. Students can download their course materials and view them on a tablet/iPad or a PC/Mac.

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

View Entire Schedule

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

Viewing outline for:

Classroom Live 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

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

ITIL Foundation Certification (v3 or newer) 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 publicationService Design (2011 Edition, ISBN 9780113313051) and complete at least 12 hours of personal study

ITIL® Foundation

ITIL® Expert

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

This course qualifies you for the following PMI® Professional Development Units (PDUs):

Strategic and Business Management = 15
Technical Project Management = 15

Total = 30

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ITIL® Service Capability: Planning, Protection and Optimization

Course Overview

Schedule

What You'll Learn

Outline

Classroom Live Outline

1. Planning, Protection, and Optimization

2. Demand Management

3. Capacity Management

4. Availability Management

5. IT Service Continuity Management

6. Information Security Management

7. Technology and Implementation Considerations

8. Exam Preparation/Mock Exam

9. Exam

1. Planning, Protection, and Optimization

2. Demand Management

3. Capacity Management

4. Availability Management

5. IT Service Continuity Management

6. Information Security Management

7. Technology and Implementation Considerations

8. Exam Preparation/Mock Exam

9. Exam

Prerequisites

Who Should Attend

PDUs

Follow-On Courses

Exam Guarantee

Course Delivery