Would you buy a product or service that did not include some type of warranty? If the manufacturer/reseller/service provider doesn’t explicitly set the expectations, then you will form them for yourself. It is the same with the customers of your IT services. Either IT clearly sets the expectations, or end-users will develop them on their own. During the negotiation and acceptance of Service Level Agreements, IT commits that services will meet their customer’s requirements for availability, capacity, continuity and security.
The ITIL Capability Course - Planning, Protection and Optimization (PPO) provides the best practice knowledge required to cost-effectively plan, deliver and manage the “warranty” processes to ensure that IT services are ‘fit for use’.
Embedded into the five (5) day PPO course is our unique virtualization, Living the Lifecycle®. Woven through all of ITSM Academy’s ITIL Certification classes, this virtualization brings ITIL processes and concepts to life. Within a virtual business environment, as a group, we will introduce a service and then follow it from strategic decision through implementation. This virtualization successfully enables active learning by encouraging the participants to:
- Discuss and understand pure ITIL concepts
- Apply concepts to a “neutral” real world situation
- Learn different perspectives
- Reinforce examinable concepts
Learning Objectives:
At the end of this course, the learner will be able to identify the processes across the Service Lifecycle pertaining to Planning, Protection and Optimization including:
- Availability Management
- Capacity Management
- IT Service Continuity Management (ITSCM)
- Information Security Management
- Demand Management
- Planning, Protection and Optimization roles and responsibilities
- Technology and implementation consideration
- Challenges, critical success factors and risks
Audience:
The primary audience is IT professionals, IT process owners, business managers and business process owners. Requiring deep role-based knowledge of, or are involved in, Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management, Demand Management and Risk Management.
Delivery:
Course is delivered by instructors with real-life implementation experience in the PPO processes. Learn from those who have actual hands on experience in performing Availability Management activities, like Component Failure Impact Analysis. Our students are immersed for 5 days in material that is presented in a fun, practical manner using exercises, sample exams and real life service management examples.
“Loved the entire class. I will most defiantly use this when rolling out new design plans for the infrastructure, this class has given me a good place to start.” ~ PPO Class Survey, September 2010
Prerequisites:
The ITIL Version 3 Foundation Certification in IT Service Management - obtained through ITIL Foundation or Foundation Bridge Course
ITIL Expert:
Earn 4 credits of the 22 required to achieve the ITIL ExpertTM Certification.
Project Management Institute (PMI) Professional Development Units (PDUs):
ITSM Academy is recognized by PMI as a Global R.E.P. You will earn 38 contact hours or PDUs upon completion of this course.
Exam & Certification:
Successfully passing the 90 minute, exam consisting of eight (8) complex, multi-part, multiple choice scenario-based gradient scored questions leads to the ITIL Intermediate Qualification: Planning, Protection and Optimization Certificate. Class earns four (4) credits of the 22 required to achieve the ITIL Expert™.
Instructors:
As with all ITSM Academy Training, our instructors have successful track records as IT professionals and bring that acumen into the classroom. Utilizing the highest quality content, our trainers blend their real life experiences into lively classroom discussion.
Trainers for this course are ITIL ExpertsTM, PPO Certified and have successfully completed ITSM Academy's PPO Train-the-Trainer Program.
Course / Student Material:
- Five (5) Days Instructor Led Training and Exercise Facilitation (38 Class Hours/12 Study Hours)
- Access to pre-course recorded training
- Reviews key ITIL Foundation concepts
- Describes pre-class reading and assignments
- Provides tips for exam preparations
- Learner Manual (excellent post-class reference)
- Study aids and sample exams
- Participation in Living the Lifecycle® ITSM Academy's unique series of case study-based exercises
- Exam Preparation
- In-Class Exam
Notes:
The PPO exam is a very challenging test. This course requires a minimum 21 hours of personal study, including pre-reading.
- Upon registration, learners will be provided the pre-course reading list which includes the case study and process chapters from the appropriate ITIL® book(s).
- Learners need access to the full suite for the pre-reading and will need to bring the Service Design book to class.
- The textbooks are NOT included with purchase of this course. The books can be purchased from ITSM Bookstore.
Maximum Learners per Class is 18.
Unless otherwise noted, classes are held in one of ITSM Academy's Training Centers. Convenient by air, car or train. Hotel discounts available to ITSM Academy learners.
Contact us for corporate, onsite delivery of this class.
ITIL Foundation certification is required to take the Exam. Proof of certification must be provided to ITSM Academy a minimum 2 weeks prior to the start of class. Please email certification information to exams@itsmacademy.com or fax it to 954.252.2487.
ITSM Academy Open Enrollment Class Terms and Conditions.
Next Steps: Other ITIL Capability and Lifecycle courses - click here for guidance.
ITIL Capability Course PPO - Planning, Protection and Optimization
