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Learning Unit PPO01: Introduction to planning, protection and optimization
Bloom’s Level 2 Objectives – Full understanding of PPO terms and core concepts.
- The value to the business of PPO activities.
- The lifecycle within the PPO context.
- The purpose and objective of service design as it relates to PPO.
- The basic service design principles.
Learning Unit PPO02: Capacity management
Bloom’s Level 4 Objectives – The knowledge, interpretation and analysis of capacity management principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.
- 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.
- A measurement model and the metrics that would be used to support capacity management within PPO practices.
- The benefits and business value that can be gained from capacity management.
Learning Unit PPO03: Availability management
Bloom’s Level 4 Objectives – The knowledge, interpretation and analysis of availability management principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.
- 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.
- The benefits and business value that can be gained from availability management.
- A measurement model and the metrics that would be used to support availability management within PPO practices.
Learning Unit PPO04: IT service continuity management (ITSCM)
Bloom’s Level 4 Objectives – The knowledge, interpretation and analysis of ITSC management principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.
- 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.
- 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.
- A measurement model and the metrics used to support ITSCM within PPO practices.
- The benefits and business value that can be gained from ITSCM.
Learning Unit PPO05: Information security management
Bloom’s Level 4 Objectives – 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.
- 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.
- 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.
Learning Unit PPO06: Demand management
Bloom’s Level 4 Objectives – The knowledge, interpretation and analysis of demand management principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.
- 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.
- Activity-based demand management as it relates to business and user activity patterns and how these contribute to core and service packages.
- The benefits and business value that can be gained from demand management in support of PPO.
Learning Unit PPO07: Planning, protection and optimization roles and responsibilities
Bloom’s Level 4 Objectives – The knowledge, interpretation and analysis of organizational roles, principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.
- 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.
Learning Unit PPO08: Technology and implementation considerations
Bloom’s Level 4 Objectives – 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.
- Service management tools, where and how they can be 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.
The target group of the ITIL Intermediate Qualification: Planning, Protection and Optimization Certificate includes, but is not restricted to:
- IT professionals
- Business managers
- Business process owners
- Individuals who require a deep understanding of how the ITIL Certificate in the Planning, Protection and Optimization processes may be used to enhance the quality of IT service support within an organization.
- IT professionals who are working within an organization that has adopted and adapted ITIL, and who need to be informed about, and thereafter contribute to, an ongoing service improvement program.
- Operational staff involved in capacity management, availability management, ITSCM, information security management, and demand management, and who wish to enhance their role-based capabilities.
- Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications.
- Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules.
- Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.
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). It is recommended that candidates: Can demonstrate familiarity with IT terminology and understand the context of planning, protection and optimization management in their business environment. Have exposure to working in a service management capacity within a service provider environment, and have responsibility for at least one of the following management processes:
- Capacity management
- Availability management
- IT service continuity management
- Information security management
- Demand management Before attending training for the certification it is also strongly recommended that candidates read the ITIL® Service Lifecycle core publications and, in particular, the ITIL® Service Design publication.
CERTIFICATION EXAM
To be eligible for the examination leading to the ITIL® Planning, Protection and Optimization Certificate, the candidate must fulfill the following requirements:
- Have undertaken at least 30 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.
- 2 to 4 years’ professional experience working in IT service management is highly desirable.
- Hold the ITIL Foundation Certificate in IT Service Management (or other appropriate earlier ITIL and bridge qualifications– see Prerequisite Entry Criteria on p5).
- It is also recommended that candidates should complete a minimum of 12 hours of personal study, reviewing the syllabus and the pertinent areas within the ITIL Service Design core guide, specifically Chapter 2: Service management as a practice.