About ITIL® Planning Protection and Optimization

The Planning, Protection and Optimization (PPO) module is one of the certifications in the ITIL® Service Capability work stream. The module focuses on the practical application of PPO practices in order enable capacity, availability, IT service continuity, information security and demand management.
The content of the course is based mainly on the best practice guidance contained in the ITIL Service Design publication.
The PPO course is designed to develop organizations’ and individuals’ understanding of the ITIL Service Design processes. It can help ensure that new and updated services, service management systems and tools, technology architecture, processes and measurement systems, methods and metrics are designed to meet user needs and will require little further change once introduced.

Course Details

ITIL Planning, Protection and Optimization (PPO): Introduction and Overview

  • PPO in the context of the service lifecycle
  • Service optimization
  • Service design basics
  • The role of design coordination within PPO

Capacity Management

Basic concepts

  • Purpose, goals and objectives of capacity management
  • Methods and techniques
  • Capacity management, principles and basic concepts

Capacity management activities

  • Conducting capacity management for quality assurance
  • The capacity management information system
  • Meeting cost and time constraints

Availability Management

Scope of availability management

  • Purpose and objectives
  • Availability management in relation to PPO
  • Enabling availability management
  • How availability management creates business value

Concepts and activities

  • Triggers, input and output to other processes
  • Establishing metrics to ensure process quality
  • Demonstrating the efficiency and effectiveness of successful availability management

IT Service Continuity Management (ITSCM)

ITSCM to generate business value

  • Illustrating the main activities
  • Initiation
  • Requirements and strategy
  • Implementation
  • Ongoing operation

Primary activities

  • Policies and principles
  • Ensuring quality assurance when introducing services through effective ITSCM
  • Managing risks
  • Planning for recovery
  • Challenges and critical success factors

Information Security Management (ISM)

Overview of ISM

  • Analyzing how ISM contributes to quality assurance for new services
  • How ISM generates business value
  • Aligning IT security with business security

Key activities for ISM implementation

  • Methods and techniques
  • Ensuring confidentiality, integrity and availability
  • Key metrics to measure success
  • Challenges and risks of ISM

Demand Management

Purpose of demand management

  • Scope and objectives
  • Service strategy and demand management
  • Coupling capacity with demand

Identifying demand management patterns

  • Activities, methods and techniques
  • Influencing customer demand
  • Managing demand for service
  • Demand management techniques

Roles and Responsibilities

  • Defining the key roles for executing each process step
  • Process manager and process practitioner
  • Capacity management
  • Availability management
  • IT service continuity management
  • Information security management

Technology and Implementation Considerations

  • Generic requirements and evaluation criteria
  • Special technology functions and features related to PPO
  • Good practices for implementation
  • Determining the evaluation criteria for technology and process implementation
  • Challenges, critical success factors and risks
  • Designing technology architecture
  • Considerations for planning and implementing service management technologies

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