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The Planning, Protection, and Optimization Capability course will be of interest to:
• Individuals who have their ITIL v3 Foundation certificate (or the ITIL v2 Foundation + v3 Foundation Bridge
certificate) and want to purse the Intermediate and Advanced level ITIL certifications.
• Individuals who require a deeper understanding of the Planning, Protection, and Optimization processes, their
use, and their implementation to enhance the quality of IT service support within an organization. For example,
operational staff involved in Capacity Management, Availability Management, IT Service Continuity
Management, Information Security Management, Demand Management, and Risk Management.
• IT professionals involved in IT Service Management implementation and improvement programs.
• Typical roles, including (but not restricted to) IT professionals, IT/business managers, IT/business process owners,
and IT practitioners.
Upon completion of this course, you should be able to:
• Understanding Service Management as a practice and how the processes within Planning, Protection, and
Optimization support the Service Lifecycle.
• Knowing the important role of Planning, Protection, and Optimization in service provision and understanding
how the in-scope processes interact with other Service Lifecycle processes.
• Comprehending the activities, methods, and functions used in each of the Planning, Protection, and
Optimization processes.
• Knowing how to apply Planning, Protection, and Optimization processes, activities, and functions to achieve
operational excellence.
• Measuring Planning, Protection, and Optimization performance.
• Understanding the importance of IT security and how it supports Planning, Protection, and
Optimization.
• Understanding technology and implementation requirements in support of Planning, Protection,
and Optimization.
• Comprehending the challenges, Critical Success Factors, and risks related to Planning, Protection,
and Optimization.
• Hold an ITIL v3 Foundation certificate or ITIL v2 Foundation + v3 Foundation Bridge certificate.
• There is no minimum mandatory requirement but 2 to 4 years’ professional experience working in IT Service
Management is highly desirable.
• Certification: ITIL Intermediate
• Number of questions: 8 (Eight)
• Length of test: 90 minutes
• Passing score: 70%
• Languages: English
• Requirement: Completion of the Planning, Protecting and Optimization course from an
Accredited Training Provider is required to sit for the exam.
• Module 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
• Module 2: Capacity Management
• Purpose, Goal, and Objectives
• Scope of Capacity Management
• Business Value of Capacity Management
• Module 3: Availability Management
• Purpose, Goals, and Objectives
• Scope of the Process
• Importance of Availability Management in Generating Business Value
• Module 4: IT Service Continuity Management
• Purpose, Goal, and Objectives
• Scope of ITSCM
• Business Value of ITSCM
• Module 5: Information Security Management
• Purpose, Goals, and Objective
• Scope of ISM
• Business Value of ISM
• Module 6: Demand Management
• Objectives of Demand Management
• Basic Concepts
• Module 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
• Module 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
