ITIL® Planning, Protection, and Optimization

Understand the sources of demand for services in an organization

Course Code : 7010
ITIL® Planning, Protection, and Optimization 0 5 0

Overview

Cognixia’s ITIL Planning, Protection, and Optimization course covers the principles, concepts, processes and best practices described in the ITIL planning, protection and optimization syllabus. The course also covers information from the ITIL Service Design and ITIL Service Strategy core volumes. This course aims to build an understanding of the sources of demand for services in an organization, how those services can be designed in a way to effectively and efficiently respond to that demand, and how to protect services from significant interruptions and security-related risk.

The following processes are covered in this course:

• Design coordination
• Demand management
• Capacity management
• Availability management
• IT service continuity management
• Information security management

Designing and implementing these processes is discussed in detail in this course.

The ITIL Foundation certification is a pre-requisite to take the exam at the end of the class. Proof of certification must be provided in order to receive planning, protection and optimization exam results.

ITIL is a registered trademark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Schedule Classes

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Course Delivery

This course is available in the following formats:

Live Classroom
Duration: 5 days

Live Virtual Classroom
Duration: 5 days

What You'll learn

  • Review of basic service management concepts
  • Design coordination
  • Demand management
  • Capacity management
  • Availability management
  • IT service continuity management
  • Information security management
  • Technology and implementation considerations

Outline

  • Course Introduction
  • History of ITIL
  • What is a Service?
  • Utility, warranty and value
  • Assets, resources and capabilities
  • What is service management?
  • Stakeholders
  • Processes and function
  • Generic service management roles
  • The service lifecycle map
  • Design coordination
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Sources of information
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Sources of information
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Sources of information
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Sources of information
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Purpose
  • Objectives
  • Scope
  • Business value
  • Policies, principles and basic concepts
  • Activities, methods and techniques
  • Triggers, inputs, outputs and interfaces
  • Sources of information
  • Critical success factors and key performance indicators
  • Challenges and risks
  • Roles and responsibilities
  • Good practices for process implementation
  • Generic requirements for service design technology
  • Evaluation criteria for technology and processes
  • Planning and implementing service management technologies
  • Challenges, risks and critical success factors associated with implementing technologies and processes
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Prerequisites

  • ITIL Foundation certification (v3 or newer)
  • Ideally, 2 or more years of related work experience
  • Read ITIL Service Strategy 2011 Edition and ITIL Service Design 2011 Edition

Who Should Attend

This course is highly recommended for current and aspiring:

  • IT staff
  • Service desk staff
  • Business staff
  • Executive leadership
  • Service management staff
  • Incident managers
  • Problem managers
  • IT governance staff
  • Financial management staff
  • Business relationship managers
  • Service level managers
  • Service transition staff
  • Release and deployment management staff
  • Knowledge management staff
  • Service operation staff
  • Change managers
  • Quality improvement staff
  • Continuity planning staff
  • Information security staff

Interested in this course? Let’s connect!

ITIL Certification Exam

The ITIL® Planning, Protection and Optimisation certification exam is an 8 question multiple-choice exam. Native English speakers are allowed 1 hour 30 minutes to complete the exam. If English is your second language you are allowed an additional 30 minutes for a total of 2 hours. The exam is gradient-scored, meaning that for each of the 8 questions there are 4 possible answers. Answers reward a different number of points based on level of accuracy according to the following scale:

    • Best answer – 5 points
    • 2nd Best answer – 3 points
    • 3rd Best answer – 1 point
    • Worst answer – 0 points

A passing score on the exam is 28 or more points out of the 40 possible points, or 70% or above. The ITIL® Planning, Protection and Optimisation certification is an intermediate-level certification that demonstrates in-depth understanding of the concepts described in the ITIL service strategy and service design core books. The exam can be delivered paper-based or online. Upon passing the certification exam, you are awarded 4 credits in the ITIL® certification scheme.

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