Privée

Ce cours est disponible en session privée ou personnalisée. Il peut être offert à l’un de nos centres de formation ou directement à vos bureaux. Appelez l’un de nos conseillers ou faites une demande de soumission en ligne.

Appelez maintenant au 1 877 624.2344

  • Durée: 5 jours
  • Prix régulier: Sur demande

ITIL® 2011 Planning Protection & Optimization (PPO) with exams

Course Description:

ITIL® is comprised of five core publications: Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operations (SO) and Continual Service Improvement (CSI). It promotes alignment with the business as well as improvement in operational efficiency. The official ITIL® qualification scheme, owned by AXELOS, describes two streams, the Service Lifecycle Stream and the Service Capability stream:

  • The Service Lifecycle stream focuses on ITIL® practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the processes and practice elements used within it.
  • The Service Capability stream is for those who wish to obtain an in depth understanding of specific ITIL® processes and roles. The primary focus is on process activities, process execution and use throughout the IT Service Lifecycle.

The ITIL Intermediate Qualification: Planning, Protection and Optimization (PPO) Certificate is a free-standing 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 Optimization 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.

Delivery Methods

This course may be delivered as part of our public class schedule at one of our facilities, as an onsite private class at your facility, or through our virtual classroom. Customization provides the opportunity to design a tailored training program that supports the organization most effectively while still getting the benefits of Technical & Industry Best Practices training. Our training experts will work closely with you to develop a training program based on your organization’s needs. To inquire about fees and delivery options please visit our website at: www.quintgroup.com

Course and Learning Objectives

Candidates can expect to gain competencies in the following areas:

  • Service design in PPO and lifecycle context
  • Processes across the service lifecycle pertaining to the practice elements within planning, protection and optimization
  • Capacity management as a capability to realize successful service design
  • Availability management as a capability to realize 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 optimization roles and responsibilities
  • Technology and implementation considerations
  • Organizational roles relevant to PPO

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 and Challenges, critical success factors and risks for planning, protection and optimization. In addition, the training for this qualification should include examination preparation, including an opportunity for a mock examination.

Course Approach

This Capability course focuses on executing the Planning, Protection and Optimization activities. Participants will learn the principles and core elements along with the activities and technology & implementation considerations within Planning, Protection and Optimization. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL® Planning, Protection and Optimization certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace. The integrated case study deepens the participant’s appreciation of how ITIL® best practices can be applied in order to improve IT performance. Practical assignments are used throughout the course to enhance the learning experience.

Course Student Material

Students will receive an ITIL Planning, Protection and Optimization classroom workbook containing all of the presentation materials, course notes, case study and sample exams.

Concepts Covered

1. COURSE INTRODUCTION

  • Course objectives
  • Context of Service Design
  • Service design, purpose and objectives
  • Service design Scope, value to the business
  • Service design Basics
  • The role of Design Coordination
  • ITIL Certification Scheme

2. CAPACITY MANAGEMENT

  • Introduction, Purpose and objectives
  • Scope, Value to the Business
  • Planning
  • The three sub-processes
  • Proactive and reactive activities
  • Design related activities
  • Ongoing iterative activities
  • Monitoring and Analysis
  • Tuning
  • Implementation
  • Demand Management in Capacity Management
  • Modelling and Trending
  • Application Sizing
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF’s and KPI’s
  • Challenges & Risks

3. AVAILABILITY MANAGEMENT

  • Introduction, Purpose and objectives
  • Scope, Value to the Business
  • Two interconnected levels
  • Availability aspects
  • Process activities, methods, techniques
  • Reactive activities
  • Monitor and measure, Analyze and report
  • Proactive activities
  • Designing for Availability, Analysis techniques
  • planned and preventative maintenance
  • Availability testing and Service Outage
  • Continual review
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF’s and KPI’s
  • Challenges & Risks

4. IT SERVICE CONTINUITY MANAGEMENT

  • Introduction, Purpose and objectives
  • Scope, Value to the Business
  • Policies and Principles
  • Stage 1 – Initiation
  • Stage 2 – Requirements and Strategy
  • Stage 3 – Implementation
  • Stage 4 – Ongoing operation
  • Invocation, Triggers, Inputs, Outputs
  • Information Management
  • CSF’s and KPI’s
  • Challenges & Risks

5. INFORMATION SECURITY MANAGEMENT

  • Introduction, Purpose and objectives
  • Scope, Value to the Business
  • Policies and Principles & Basic Concepts
  • The Information Security Policy
  • Security Management Framework
  • Control, Plan, Implement, Evaluate, Maintain
  • Security Controls
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF’s and KPI’s
  • Challenges & Risks

6. DEMAND MANAGEMENT

  • Introduction, Purpose and objectives
  • Scope, Demand versus Capacity
  • Value to the Business, Supply and Demand
  • Gearing Service Assets
  • Policies and Principles & Basic Concepts
  • Demand Management through the Lifecycle
  • Activities
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF’s and KPI’s
  • Challenges & Risks

7. ROLES & RESPONSIBILITIES

  • Roles in ITIL
  • Generic Service Owner Role
  • Generic Process Manager Role
  • Generic Process Practitioner Role
  • Availability Process Manager
  • Capacity Process Manager
  • IT Service Continuity Process Manager
  • Information Security Manager
  • Demand Management Process Owner
  • Demand Management Process Manager

8. TECHNOLOGY IMPLEMENTATION AND CONSIDERATIONS

  • Generic Requirements
  • Evaluation Criteria
  • Best Practices
  • Challenges, CSF’s and Risks
  • Planning and implementation of Service management Technologies
  • Considerations for implementing technologies

APPENDICES

  • Case study and exercises
  • Mock exams and rationale
  • Glossary
  • Forms
Languages

English, Dutch and French

Legal notesThe ITIL® courses on this page are offered by ES3I, Affiliate of Quint Wellington Redwood, which is an ATO of AXELOS Limited. ITIL® is a registered trade mark of AXELOS Limited. All rights reserved
About Quint

Quint Wellington Redwood is a leading global independent boutique consulting firm dedicated to resolving IT-related organizational challenges. Operating in more than 49 countries and across four continents, Quint provides sourcing advisory, benchmarking, IT governance, IT service management, lean IT and architecture & security services to leading organizations from all industries, creating and implementing best practices worldwide. Quint was founded to help organizations get more out of IT; not by adding more or new technology, but simply by managing IT better. In its mission of “Dare to Challenge” Quint challenges itself and its clients to implement changes that deliver true results, outperform the competition and create a measurable return on investment. Quint’s vision is to reinvent not only its clients’ organizations, but also the consulting and education industry themselves. Quint provides solution providers and end-user organizations with the latest and best solutions in training and in courseware. Every year over 17,000 individuals choose Quint to fulfill their education needs. Our experienced instructors are recognized as thought leaders and for their outstanding teaching skills. Every Quint instructor has achieved the highest certification in their field of expertise and has undergone a rigorous internal certification before teaching a course. With our global reach you can be assured that, regardless of location, you will be receiving a consistent world-class education tailored to meet your needs.

Savoir s’entourer des meilleurs

Catherine Edgar
Gestionnaire de projets et formatrice en gestion de projet
Catherine se démarque par son dynamisme, mais aussi par son approche concrète et pragmatique.
Nathalie Gosselin
Nathalie Gosselin
VP Stratégie et opérations
Nathalie a accompagné diverses entreprises du Québec et de la France dans le cadre de démarrages et de repositionnements, dans des contextes fortement touchés par le développement technologique et la révolution numérique.
Nathalie Carey
Formatrice et conseillère d'affaires - performance et transformation
Curieuse et toujours en recherche de solutions, Nathalie aime innover avec ses clients afin de les propulser vers le futur. 
Louis-Charles Gauthier
Formateur et conseiller en analyse d’affaires
Communicateur très efficace, Louis-Charles saura vous aider à établir les meilleures pratiques de gestion et d’analyse au sein de votre entreprise.