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

Pass your ITIL Intermediate exam or your money-back with our ITIL Guarantee.

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