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ITIL Intermediate Planning Protection and Optimization

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The ITIL Intermediate Qualification: Planning, Protection and Optimization (PPO) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications.
The ITIL Certificate in Planning, Protection and Optimization is intended to enable the holders of the certificate to apply PPO practices during the service management lifecycle and specifically in the following key ITIL process and role areas:
• Capacity management
• Availability management
• IT service continuity management (ITSCM)
• Information security management
• Demand management

  1. Introduction to planning, protection and optimization
    1. Full understanding of PPO terms and core concepts.
      1. The value to the business of PPO activities
      2. The lifecycle within the PPO context
      3. The purpose and objective of service design as it relates to PPO
      4. The basic service design principles
  2. Capacity management
    1. The knowledge, interpretation and analysis of capacity management
      principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.

      1. The end-to-end process flow for capacity management, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other processes
      2. A measurement model and the metrics that would be used to support capacity management within PPO practices
      3. The benefits and business value that can be gained from capacity management
  3. Availability management
    1. The knowledge, interpretation and analysis of availability management
      principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.

      1. The end-to-end process flow for availability management, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other processes
      2. The benefits and business value that can be gained from availability management
      3. A measurement model and the metrics that would be used to support availability management within PPO practices
  4. IT service continuity management (ITSCM)
    1. The knowledge, interpretation and analysis of ITSC management
      principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.

      1. The end-to-end process flow for ITSCM, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other processes
      2. The four stages of ITSCM (i.e. initiation, requirements and strategy, implementation and on-going operation) and how each can be used to support PPO
      3. A measurement model and the metrics used to support ITSCM within PPO practices
      4. The benefits and business value that can be gained from ITSCM
  5. Information security management
    1. The knowledge, interpretation and analysis of information security
      management principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.

      1. The end-to-end process flow for security management , including its design strategy, components, activities, roles and operation, its organizational structure and its interfaces with other processes
      2. A measurement model and the metrics that would be used to support security management within PPO practices
      3. The benefits and business value that can be gained from security management
  6. Demand management
    1. The knowledge, interpretation and analysis of demand management
      principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.

      1. The end-to-end process flow for demand management, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other processes
      2. Activity-based demand management as it relates to business and user activity patterns and how these contribute to core and service packages
      3. The benefits and business value that can be gained from demand management in support of PPO
  7. Planning, protection and optimization roles and responsibilities
    1. The knowledge, interpretation and analysis of organizational roles,
      principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.

      1. The roles and responsibilities related to capacity, availability, ITSCM and information security management, how they fit and are used within the service design organization to support PPO.
  8. Technology and implementation considerations
    1. The knowledge, interpretation and analysis of technology and
      implementation principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.

      1. Service management tools, where and how they can be used within PPO for process implementation
      2. The types of tools that support service design as related to PPO.
      3. What best practices should be used in order to alleviate challenges and risks when implementing service management technologies and designing technology architectures.

 

• Chief information officers (CIOs)
• Chief technology officers (CTOs)
• Managers
• Supervisory staff
• Team leaders
• Service designers
• IT architects
• IT planners
• IT consultants
• IT audit managers
• IT security managers

Prerequisite Entry Criteria

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be required:

• Earlier ITIL (V2) Foundation plus Foundation Bridge
• ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).

Eligibility for Examination

To be eligible for the ITIL Intermediate Qualification: PPO, candidates must have fulfilled the following requirements:

• At least 24 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
• A basic IT literacy and around 2 years IT experience are highly desirable
• Hold the ITIL Foundation Certificate in IT Service Management
• It is also recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Service Transition publication in preparation for the examination

Format of the Examination

  • Type: Eight (8) multiple choice, scenario-based, gradient-scored questions.
    Each question will have 4 possible answer options, one which is worth 5
    marks, one which is worth 3 marks, one which is worth 1 mark, and one which
    is a distracter and achieves no marks.
  • Duration Maximum 90 minutes for all candidates in their respective language
    Provisions for Additional Time relating to language, Candidates completing an exam in a language that is not their mother tongue have a maximum of 120 minutes to complete the exam and are allowed the use of a dictionary.
  • Supervised Yes
  • Open Book No
  • Pass Score 28/40 or 70%

Overview

ITIL Intermediate Planning Protection and Optimization Training & Certification

The ITIL Intermediate Qualification: Planning, Protection and Optimization (PPO) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications.
The ITIL Certificate in Planning, Protection and Optimization is intended to enable the holders of the certificate to apply PPO practices during the service management lifecycle and specifically in the following key ITIL process and role areas:
• Capacity management
• Availability management
• IT service continuity management (ITSCM)
• Information security management
• Demand management

Course Outline

ITIL Intermediate Planning Protection and Optimization Training & Certification

  1. Introduction to planning, protection and optimization
    1. Full understanding of PPO terms and core concepts.
      1. The value to the business of PPO activities
      2. The lifecycle within the PPO context
      3. The purpose and objective of service design as it relates to PPO
      4. The basic service design principles
  2. Capacity management
    1. The knowledge, interpretation and analysis of capacity management
      principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.

      1. The end-to-end process flow for capacity management, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other processes
      2. A measurement model and the metrics that would be used to support capacity management within PPO practices
      3. The benefits and business value that can be gained from capacity management
  3. Availability management
    1. The knowledge, interpretation and analysis of availability management
      principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.

      1. The end-to-end process flow for availability management, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other processes
      2. The benefits and business value that can be gained from availability management
      3. A measurement model and the metrics that would be used to support availability management within PPO practices
  4. IT service continuity management (ITSCM)
    1. The knowledge, interpretation and analysis of ITSC management
      principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.

      1. The end-to-end process flow for ITSCM, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other processes
      2. The four stages of ITSCM (i.e. initiation, requirements and strategy, implementation and on-going operation) and how each can be used to support PPO
      3. A measurement model and the metrics used to support ITSCM within PPO practices
      4. The benefits and business value that can be gained from ITSCM
  5. Information security management
    1. The knowledge, interpretation and analysis of information security
      management principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.

      1. The end-to-end process flow for security management , including its design strategy, components, activities, roles and operation, its organizational structure and its interfaces with other processes
      2. A measurement model and the metrics that would be used to support security management within PPO practices
      3. The benefits and business value that can be gained from security management
  6. Demand management
    1. The knowledge, interpretation and analysis of demand management
      principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.

      1. The end-to-end process flow for demand management, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other processes
      2. Activity-based demand management as it relates to business and user activity patterns and how these contribute to core and service packages
      3. The benefits and business value that can be gained from demand management in support of PPO
  7. Planning, protection and optimization roles and responsibilities
    1. The knowledge, interpretation and analysis of organizational roles,
      principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.

      1. The roles and responsibilities related to capacity, availability, ITSCM and information security management, how they fit and are used within the service design organization to support PPO.
  8. Technology and implementation considerations
    1. The knowledge, interpretation and analysis of technology and
      implementation principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.

      1. Service management tools, where and how they can be used within PPO for process implementation
      2. The types of tools that support service design as related to PPO.
      3. What best practices should be used in order to alleviate challenges and risks when implementing service management technologies and designing technology architectures.

Who Should Attend

ITIL Intermediate Planning Protection and Optimization Training & Certification

• Chief information officers (CIOs)
• Chief technology officers (CTOs)
• Managers
• Supervisory staff
• Team leaders
• Service designers
• IT architects
• IT planners
• IT consultants
• IT audit managers
• IT security managers

Exam Information

ITIL Intermediate Planning Protection and Optimization Training & Certification

Prerequisite Entry Criteria

Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management which must be presented as documentary evidence to gain admission Candidates who hold the following ITIL qualifications are also eligible, and similar evidence will be required:

• Earlier ITIL (V2) Foundation plus Foundation Bridge
• ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).

Eligibility for Examination

ITIL Intermediate Planning Protection and Optimization Training & Certification

To be eligible for the ITIL Intermediate Qualification: PPO, candidates must have fulfilled the following requirements:

• At least 24 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
• A basic IT literacy and around 2 years IT experience are highly desirable
• Hold the ITIL Foundation Certificate in IT Service Management
• It is also recommended that candidates should complete at least 21 hours of personal study by reviewing the syllabus and the ITIL Service Transition publication in preparation for the examination

Format of the Examination

ITIL Intermediate Planning Protection and Optimization Training & Certification

  • Type: Eight (8) multiple choice, scenario-based, gradient-scored questions.
    Each question will have 4 possible answer options, one which is worth 5
    marks, one which is worth 3 marks, one which is worth 1 mark, and one which
    is a distracter and achieves no marks.
  • Duration Maximum 90 minutes for all candidates in their respective language
    Provisions for Additional Time relating to language, Candidates completing an exam in a language that is not their mother tongue have a maximum of 120 minutes to complete the exam and are allowed the use of a dictionary.
  • Supervised Yes
  • Open Book No
  • Pass Score 28/40 or 70%

 

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