ITIL® Practitioner: Plan and Improve - Course Description



Course Contents



Introduction to ITIL Plan and Improve

  • Overview of ITIL framework
  • High level Plan and Improve process relationships
  • Goals and Benefits

Availability Management

  • Availability Management activities
  • Terms, Techniques and Methodologies
  • How to develop an Availability Management Plan
  • Measuring and reporting on service achievements
  • How availability Management extends to a Service Improvement Plan
  • Implementing Availability Management

Capacity Management

  • Capacity Management activities
  • How to develop a Capacity Management Plan
  • Relationship with key ITSM processes
  • Optimising the Capacity Management process
  • Implementation of Capacity Management

IT Service Continuity Management

  • The four stages of ITSCM
  • How to generate ITSCM working groups
  • How to uncover business risks
  • Creation of appropriate ITSCM plans
  • Management of ITSCM plans as part of day to day operations
  • Implementation of ITSCM

Implementation of Plan and Improve processes

  • Creating a business case
  • The Implementation framework

Process Maintenance and Improvement

  • Process optimisation approach
  • Monitor and optimize
  • Plan and conduct audits
  • Process governance

Other Standards

  • ISO 20000
  • AS8015
  • AS8018
  • CobiT 4.0

Plan and Improve Simulation

  • Practice managing and organising the process in a simulated environment
  • Practice optimising the processes in a simulated environment
  • Understanding of interfaces and relationships between the processes
  • Understanding of the information flows between the processes