Ensuring that services are designed correctly, will be there when required and can be trusted not to be compromised is the focus of this capability module.

Mainly focussed within the Design phase of the lifecycle and concentrating on Availability, Capacity, Service Continuity, Demand Management and Information Security Management. This capability module also has links to the Strategy phase.

Lifecycle stream or Capability stream?
If you are familiar with the ITIL v2 certification scheme, you can translate Lifecycle and Capability into Service Manager and Practitioner. If you are unfamiliar with v2, Lifecycle courses are for those individuals working "on" ITSM implementation and Capability courses are for those individuals working "in" the daily process activities.

Credits
Successful candidates will be awarded 4 credits towards the ITIL Expert qualification.

Who Should Attend
PPO is primarily aimed at people working in the Service Design area of the organisation, who require a deep understanding of PPO processes and how it may be used to enhance the quality of IT service provision within an organisation.

Pre-requisites
Delegates must already hold the ITIL v3 Foundation Certificate in IT Service Management. (The V3 Foundation or V2 Foundation plus Bridge Certificate.)

Additional Costs
Prices shown are excluding VAT - there is also an additional exam fee of £110+VAT

COURSE OVERVIEW

During the course, delegates will obtain knowledge on:

The importance of Service Management as a Practice concept & Service Operation Principles, Purpose & Objectives

How ITIL Planning, Protection and Optimisation processes interact with other Service Lifecycle Processes

The Processes, activities, methods and functions used in each of the ITIL Planning, Protection and Optimisation Processes, and how to use them to achieve operational excellence

How to measure ITIL Planning, Protection and Optimisation
The importance of IT Security and its contributions to ITIL Planning, Protection and Optimisation

The Technology and implementation considerations surrounding ITIL Planning, Protection and Optimisation

Challenges, Critical Success Factors and Risks associated to ITIL Planning, Protection and Optimisation

There is plenty of opportunity to practice the application of these topics using a case study during the course.

COURSE TOPICS

INTRODUCTION
The concepts and terminology of the Service Lifecycle and the role of PPO within the Lifecycle

SERVICE MANAGEMENT

PROCESSES ACROSS THE SERVICE LIFECYCLE

CAPACITY MANAGEMENT

AVAILABILITY MANAGEMENT

INFORMATION SECURITY MANAGEMENT

COMMON SERVICE OPERATION

ORGANIZING FOR SERVICE OPERATION ROLES AND RESPONSIBILITIES

PLANNING, PROTECTION & OPTIMIZATION

TECHNOLOGY AND IMPLEMENTAION CONSIDERATIONS

APMG EXAMINATION PROCESS EXPLAINED
Hints and tips on Passing the examinations
Typical examination Scenarios and Questions
Mock Examination papers

Delegates will need to bring Photographic ID to show the Invigilator before the exam can be taken

EXAMINATIONS & PRE-COURSE WORK
It is strongly recommended that you complete at least 21 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance publications and in particular, the Service Strategy and Service Design publications. Pre Course materials will be sent 4 -6 weeks before the course starts.

The course features a 90 minute closed book multiple choice exam, which takes places on the last afternoon of the course.