Itil ® V3 Module Intermédiaire (Capability) : Planning, Protection & Optimization

Description

The Service Capability courses are focused on role-based clusters in a modular set, each with a certification. Each cluster contains a
group of processes and roles within IT Service Management, intended to offer candidates a balanced knowledge of ITIL® practices that
have direct interaction and dependencies to their management scope.

This module covers the following subject areas:

— Capacity Management
— Availability Management
— IT Service Continuity Management
— Information Security Management
— Demand Management
— Risk Management for Service Planning, Protection & Optimization

Objectives

To enhance candidates’ capabilities to illustrate, explain and apply their knowledge of:

— The importance of Service Management as a Practice.
— The importance of ITIL® Planning, Protection & Optimization while providing Service.
— How all processes in ITIL® Planning, Protection & Optimization interact with other Service Lifecycle Processes.
— The processes, activities, methods and functions used in each of the ITIL® Planning, Protection & Optimization processes.
— How to use the ITIL® Planning, Protection & Optimization processes, activities and functions to achieve operational excellence.
— How to measure ITIL® Planning, Protection & Optimization.
— The importance of IT Security and its contributions to ITIL® Planning, Protection & Optimization.
— Understanding of technology and implementation considerations surrounding ITIL® Planning, Protection & Optimization.
— Challenges, Critical Success Factors and Risks associated to ITIL® Planning, Protection & Optimization.

Content

1° Introduction to ITIL® Planning, Protection & Optimization
2° Processes
— Capacity Management
— Availability Management
— IT Service Continuity Management
— Information Security Management
— Demand Management
3° Risk Management
4° Roles and Responsibilities
5° Technology and Implementation Considerations
6° Common Service Activities
7° Continual Service Improvement

For each process, the following topics are addressed:

Purpose, Goals and Objectives | Scope | Business Value | Principles and Basic Concepts | Activities | Methods and Techniques | Inputs,

Outputs and Interfaces | Key Metrics

Pedagogical Method

— Theory and concepts illustrated by a trainer with sound expertise and experience in ITIL® Planning, Protection & Optimization.
— Group discussions with the purpose to match the relevant ITIL® Planning, Protection & Optimization issues to real life experience.
— Practical exercises to enhance the reinforcement of the learning objectives.

Target Audience

— Operational Staff involved in Planning, Protection and Optimization, specifically, Capacity Management, Availability Management, ITSCM, Information Security Management, Demand Management, Risk Management, who wish to enhance their role-based capabilities.
— IT professionals who are working in an organization that has adopted and adapted ITIL® who need to be informed about and thereafter contribute to an ongoing service improvement program.
— Individuals who have attained the V3 ITIL® Foundation certificate in Service Management, or the V3 Foundation Bridge certificate and who wish to advance to higher level ITIL® certifications.
— Individuals who require a deep understanding of ITIL® Certificate in Planning, Protection & Optimization processes and how it may be used to enhance the quality of IT service support within an organization.

This may include but is not limited to, IT professionals, Business Managers and Process Owners.

Prerequisites

— V3 Foundation certificate in IT Service Management, or V2 Foundation Bridge certificate.
— Familiarity with IT terminology and understanding of the context of Planning, Protection & Optimization management of their own business environment.
— Have exposure working in the service management capacity within a service provider environment, with responsibility emphasizing on at least one of the following management processes:

• Capacity Management
• Availability Management
• ITSCM
• Information Security Management
• Demand Management
• Risk Management for Service Planning, Protection & Optimization

It is strongly recommended that candidate read the ITIL® Service Lifecycle core publications in preparation of the course.

Certification

— ITIL® certificate in Planning, Protection and Optimization.
— Successfully passing the certification will earn 4 credits towards the ITIL® Expert diploma.

Student Pack

— Accredited training course material.
— Optional official examination after successful completion of the course.
— Attendance Certificate.