1. Introduction to ITIL Planning, Protection and Optimisation (PPO) concepts and terminology of the Service Lifecycle and the role within the Lifecycle
Service Management as a practice
Concept of Service, its value proposition and composition
Functions and process across the Lifecycle
Role of the processes in the Service Lifecycle
How Service Management creates business value
How the processes within Planning, Protection and Optimisation practices support
The Service Lifecycle, including their roles and responsibilities
2. Capacity Management process and how it contributes to Planning, protect and optimisation
Purpose, goal and objectives of Capacity Management
Scope of Capacity Management
Importance of Capacity Management as a process to generate business value
Capacity Management policies, principles and basic concepts)
Activities, methods and techniques that enable Capacity Management and how they relate to Planning, Protection and Optimisation.
Triggers, inputs and outputs of Capacity Management and its interfaces with other processes
Key metrics can be used to demonstrate the efficiency and effectiveness of successful Capacity Management
3. Availability Management process and how it contributes to Planning, protect and optimisation
Purpose, goal and objectives of the process
Scope of the process
Importance of Availability Management as a process to generate business value
Availability Management policies, principles and basic concepts
Activities, methods and techniques that enable Availability Management and how they relate to Planning, Protection and Optimisation.
Triggers, inputs and outputs of Availability Management, and its interface with other processes
Key metrics can be used to demonstrate the efficiency and effectiveness of successful Availability Management
4. IT Service Continuity Management process and how it contributes to Planning, protect and optimisation
Purpose, goal and objectives of the process (SD 4.5.1)
Scope of the process (SD 4.5.2)
Importance of ITSCM as a process to generate business value (SD 4.5.3)
ITSCM policies, principles and basic concepts (SD 4.5.4)
Activities, methods and techniques that enable ITSCM at each stage and how they relate to Planning, Protection and Optimisation
The triggers, inputs and outputs of ITSCM, and its interface with other processes
How the key metrics can be used and applied to demonstrate the efficiency and effectiveness of successful IT Service Continuity Management
5. Information Security Management processes and how it contributes to Planning, protect and optimisation
Purpose, goal and objectives of the process
Scope of the process
Importance of Information Security Management as a process to generate business value
Information Security Management policies, principles and basic concepts
Activities, methods and techniques that enable this process and how they relate to Planning, Protection and Optimisation
Triggers, inputs and outputs of Information Security Management and its interface with other processes
key metrics use and applied to demonstrate the efficiency and effectiveness of successful Information Security Management
6. Demand Management process and how it contributes to Planning, protect and optimisation
Basic concepts of Demand Management
Activity based Demand Management and Patterns of Business Activity
The interfaces to Service Design
Managing demand for Service
Analyse and discuss the main activities, methods and techniques that enable this process and how they relate to Planning, Protection and Optimisation
7. Challenges, Critical Success Factors and Risks and how it contributes to Planning, protect and optimisation
Challenges, Critical Success Factors and risks are, related to Capacity and Demand Management, Availability Management, ITSCM, and Information Security Management
Challenges, Critical Success Factors and risks directly associated with Service Design phase of the Service Lifecycle and how it relates specifically to PPO
8. Planning, Protection and Optimisation Roles and Responsibilities how they contributes to Planning, protect and optimisation
Capacity Manager
Availability Manager
IT Service Continuity Manager
Information Security Manager
9. Technology and Implementation Considerations and how it contributes to Planning, protect and optimisation
Generic requirements for technology to assist Service Design
Evaluation criteria for technology and tooling for process implementation
Good practices for practice and process implementation
Challenges, Critical Success Factors and risks related to implementing practices and processes
Plan and implementation of Service Management technologies
Consideration for implementing technologies in supporting the processes within Planning, Protection and Optimisation practice, in particular, designing technology architectures
