ITIL® Intermediate PPO - Planning, Protection & Optimization

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 in IT Service Management Certificate.. 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 the practices during the Service Management Lifecycle.

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

Learning Level: Advanced

Duration: 3day(s)

Bloom’s Level 2 Objectives – Full understanding of Operational Support and Analysis (OSA) terms and core concepts

• The concept of Service Management as a practice
• How it delivers value to customers and the business
• The underpinning processes and functions that support the Service Life cycle
• Which stages of the Service Life cycle contribute to Operational Support and  Analysis how they interact

Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships

• The Event Management process inclusive of its design strategy, components, activities, roles and operation including its organizational structure as well as any interfaces with other processes
• Efficient Event Management and provide examples of how it is used to ensure Quality Service within OSA
• The benefits and business value that can be gained from Event Management

Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships

• The Incident Management process inclusive of its design strategy, components,  activities, roles and operation including its organizational structure as well  as any interfaces with other processes
• The measurement model and the metrics that would be used to support Incident Management within OSA practices
• The benefits and business value that can  be gained from Incident Management

Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships

• The end-to-end process flow for ITSCM  inclusive its design strategy, components, activities, roles and operation,  organizational structure and its interfaces  with other processes
• The four stages of ITSCM (i.e. Initiation, Requirements and Strategy,  Implementation and Ongoing Operation)  and how each can be used to support PPO
• A measurement model and the metrics that would be used to support ITSCM within PPO practices
• The benefits and business value that can be gained from ITSCM.

Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships

• The end-to-end process flow for Security Management inclusive of its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other processes
• A measurement model and the metrics that would be used to support Security  Management within PPO practices
• The benefits and business value that can be gained from Security Management

Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships

• The end-to-end process flow for Demand  Management inclusive of its design strategy,  components, activities, roles and operation,  Organizational  structure and its interfaces with other processes
• Activity-based Demand Management as it  relates to business and user activity patterns and how these contribute to Core and Service Level packages
• The benefits and business value that can be gained from Demand Management in support of PPO.

Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships

• The challenges and risks (e.g. staff, funding, management, etc.) in relation  to:  Capacity, Demand, Availability, ITSCM and Security
• Management and how  each challenge can be addressed
• Critical Success Factors related to Capacity, Demand, Availability, ITSCM and Security  Management and how to measure and monitor them for each process and activity
• The challenges and risks as well as related Critical Success Factors that are associated with Service Design in its alignment with PPO

Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships

• 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

Bloom’s Level 4 Objectives – Support problem solving by putting theory into practice, interpret principles and relationships

• Service Management tools, where and how they would can used within PPO for process implementation
• The types of tools  that support Service Design as related to PPO
• What best practices should be used in order to alleviate challenges and risks when implementing Service Management technologies and designing technology architectures