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ITIL V3 Capability- Planning, Protection, and Optimization (PPO)

[ Course No. ITIL PPO - 5 Days ]


This five day course immerses students in the practical aspects of the ITIL V3 Service Lifecycle and processes associated with Planning, Protection and Optimization which ensures IT departments can cost-effectively manage customer demand, availability and capacity while mitigating risk.

In this course, you learn how to plan, implement and optimize the Planning, Protection and Optimization processes and gain the skills required to take the ITIL Planning, Protection and Optimization Certification Exam.


Individuals who have an ITIL V3 Foundation Certificate (or the ITIL V1/V2 Foundation + V3 Foundation Bridge certificate) and want to pursue the intermediate and advanced level ITIL certifications.

IT professionals involved in IT Service Management Implementation and programs.


At the end of this five day course, the student will gain competencies and prepare to:

  • Plan key activities for the Planning, Protection and Optimization processes in the context of the Service Lifecycle
  • Attain operational excellence by using the Planning, Protection and Optimization processes, activities and functions
  • Measure the success of Planning, Protection and Optimization by applying key metrics
  • Utilize capacity and availability management to realize successful Service Design
  • Ensure that services are fit-for-purpose and fit-for-use
  • Identify and mitigating risks
  • Apply Continual Service Improvement
  • Prepare for and take the ITIL Planning, Protection and Optimization Certification Exam

Students should hold an ITIL V3 Foundation Certificate or ITIL V2 Foundation + V3 Foundation Bridge Certificate.

Before taking the course, it's recommended (though not required) that candidates have approximately two years exposure to basic concepts in IT and related work experience.


Introduction and Overview

  • Planning, Protection and Optimization in the context of the Service Lifecycle
  • The Service value proposition
  • Role of processes in Service Management
  • How Service Management creates business value

Core Planning, Protection and Optimization Processes: Capacity Management

  • Conducting capacity management to contribute to quality assurance
  • Purpose, goals and objectives
  • Delivering against Service Level targets
  • Meeting cost and time constraints
  • Activities, methods and techniques
  • Fit-for-purpose and fit-for-use

Availability Management

  • Contributing to quality for fit-for-purpose and fit-for-use services
  • Scope of the process
  • Enabling Availability Management through activities, methods and techniques
  • How Availability Management creates business value
  • Triggers, input and output to other processes
  • Establishing metrics to ensure process quality

IT Service Continuity Management (ITSC)

  • Ensuring quality assurance when introducing services through effective ITSC management
  • Illustrating the main activities
  • Managing risks
  • Planning for recovery
  • Policies and principles
  • Challenges and critical success factors

Information Security Management

  • Analyzing how Information Security Management contributes to quality assurance for new services
  • Aligning IT security with business security
  • Ensuring confidentiality, integrity and availability
  • How Information Security Management generates business value
  • Activities, methods and techniques
  • Key metrics to measure success

Demand Management

  • Purpose, goals and objectives
  • Influencing customer demand
  • Coupling capacity with demand
  • Activities, methods and techniques

Risk Management

  • Risks relative to the Planning, Protection and Optimization process management
  • Identifying the challenges, critical success factors and risks related to the other processes
  • The risks directly related with Service Design
  • How risks relate to the practice elements of Planning, Protection and Optimization

Roles and Responsibilities

  • 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 Planning, Protection and Optimization
  • Good practices for implementation
  • Determining the evaluation criteria for technology and process implementation
  • Challenges, critical success factors and risks
  • Considerations for planning and implementing Service Management technologies

Common Service Activities

  • Analyzing operations performed in day-to-day activities
  • The maturity model of technology management
  • Aligning operations with the overall service and process objectives
  • Service monitoring and control

Continual Service Improvement

  • Implementing an effective CSI program
  • CSI in respect to organizational change
  • Best practice elements of CSI
  • Measuring service performance
  • Cost benefit justification

ITIL® is a registered trade mark of AXELOS Limited.

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