Course overview

The ITIL Intermediate Qualification: Planning, Protection and Optimisation (PPO) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management.

The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications.

The ITIL Certificate in Planning, Protection and Optimisation is intended to enable the holders of the certificate to apply PPO practices during the service management lifecycle and specifically in the following key ITIL process and role areas:

  • Capacity management
  • Availability management
  • IT service continuity management (ITSCM)
  • Information security management
  • Demand management

Learning outcomes

Candidates can expect to gain competencies in the following areas upon successful completion of the education and examination components related to this certification:
  • Service design in PPO and lifecycle context
  • Processes across the service lifecycle pertaining to the practice elements within planning, protection and optimisation
  • Capacity management as a capability to realise successful service design
  • Availability management as a capability to realise successful service design
  • IT service continuity management as a capability to support overall business continuity management
  • Information security management as part of the overall corporate governance framework
  • Planning, protection and optimisation roles and responsibilities
  • Technology and implementation considerations
  • Organisational roles relevant to PPO
And specifically in the following key ITIL process and role areas:-
  • Capacity management
  • Availability management
  • IT service continuity management
  • Information security management
  • Demand management
  • Challenges, critical success factors and risks for planning, protection and optimisation

Who should attend

The target group of the ITIL Intermediate Qualification: Planning, Protection and Optimisation 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 Optimisation processes may be used to enhance the quality of IT service support within an organisation
  • IT professionals who are working within an organisation that has adopted and adapted ITIL, and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme
  • 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.
The Planning, Protection and Optimisation qualification is critical for candidates in the following roles:
  • Capacity Manager
  • Availability Manager
  • Change Manager
  • Security Administrator
  • Applications Support
  • IT Operations Manager
  • Network Control and Operation
  • Network Support
  • Business Continuity Manager
  • Security Manager
  • Service Portfolio Manager
  • Supplier Relationship Manager

Course contents

Introduction to planning, protection and optimisation

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

Capacity management

The knowledge, interpretation and analysis of capacity management principles, techniques and relationships and their correct application to enable effective services planning, protection and optimisation.

  • The end-to-end process flow for capacity management, including its design strategy, components, activities, roles and operation, organisational 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

Availability management

The knowledge, interpretation and analysis of availability management principles, techniques and relationships and their correct application to enable effective services planning, protection and optimisation.

  • The end-to-end process flow for availability management, including its design strategy, components, activities, roles and operation, organisational 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

IT service continuity management (ITSCM)

The knowledge, interpretation and analysis of ITSC management principles, techniques and relationships and their correct application to enable effective services planning, protection and optimisation.

  • The end-to-end process flow for ITSCM, including its design strategy, components, activities, roles and operation, organisational 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

Information security management

The knowledge, interpretation and analysis of information security management principles, techniques and relationships and their correct application to enable effective services planning, protection and optimisation.

  • The end-to-end process flow for security management , including its design strategy, components,  activities, roles and operation, its organisational 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

Demand management

The knowledge, interpretation and analysis of demand management principles, techniques and relationships and their correct application to enable effective services planning, protection and optimisation.

  • The end-to-end process flow for demand management, including its design strategy, components, activities, roles and operation, organisational 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

Planning, protection and optimisation roles and responsibilities

The knowledge, interpretation and analysis of organizational roles, principles, techniques and relationships and their correct application to enable effective services planning, protection and optimisation.

  • The roles and responsibilities related to capacity, availability, ITSCM and information security management, how they fit and are used within the service design organisation to support PPO.

Course fees

Course

Fees A$ Per Person

  • ITIL Capability: Planning, Protection & Optimisation
  • $3450 + gst

Pre-Requisites

  • Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management which shall 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 FoundationBridge
    • ITIL Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).
  • Candidates need to allow 2 hours per evening for homework and study

Examination

The exam is set by the official Accreditor AXELOS Limited and is offered via an accredited examinations institute.

  • Multiple choice examination questions
  • Eight questions per paper
  • 28 marks required to pass (out of 40 available) - 70%
  • 90 minutes’ duration
  • Closed book.