Duration: 4 days
Time: 9am to 6pm

What Will Be Taught For This ITIL Course?

This course is a five-day classroom training relevant for professionals who play a role in the daily implementation and execution of activities covered under Planning Protection and Optimization in order to deliver business value delivered through quality IT services. This course is a free-standing qualification and 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 official ITIL® Service Lifecycle publications. Practical examples and real life case studies are used to guide and assist with the understanding of key concepts throughout the course. At the end of the five-day classroom training, the certification exam may be taken.

The ITIL® Planning Protection and Optimization certificate is awarded to candidates passing the examination. Participants will also earn 35 Project Management Institute (PMI) Professional Development Units upon course completion.

Learning Outcomes

This course and qualification presents a complete overview of Planning Protection and Optimization (PPO) including all its related activities. The course is intended to enable the holders of the certificate to apply PPO practices in resolution and support of the service management lifecycle. Candidates can expect to gain key competencies related to this certification.

  • Introduction to PPO
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Demand Management
  • Planning, Protection and Optimization Roles and Responsibilities
  • Technology and Implementation Considerations
Introduction to PPO
  • 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 end-to-end process flow for capacity management, including its design strategy, components, activities, roles and operation, organizational 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 end-to-end process flow for availability management, including its design strategy, components, activities, roles and operation, organizational 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
  • The end-to-end process flow for ITSCM, including its design strategy, components, activities, roles and operation, organizational 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 end-to-end process flow for security management, including its design strategy, components, activities, roles and operation, its organizational 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 end-to-end process flow for demand management, including its design strategy, components, activities, roles and operation, organizational 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 Optimization Roles and Responsibilities
  • The roles and responsibilities related to capacity, availability, ITSCM and information security management, how they fit and are used within the service design organization to support PPO.
Technology and Implementation Considerations
  • Service management tools, where and how they can be used within PPO for process implementation
  • The types of tools that support service design as related to PPO.
  • What best practices should be used in order to alleviate challenges and risks when implementing service management technologies and designing technology architectures

The examination duration is 90 minutes and is a closed-book paper containing 8 scenario-based gradient-scored MCQ (multiple choice questions). Each question will have 4 possible answer options, one that is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.

A candidate is expected to answer all questions and must attain a score of 70% (28/40) and above to pass the examination and qualify for certification.

Who Should Attend This ITIL Training?

This course aims at those IT consultants, IT service providers, IT senior managers, IT managers and supervisory staff, IT audit managers, IT security managers, service designers, IT architects who require a deep understanding of related ITIL® processes in order to enhance their role-based capabilities and to contribute to the evolution and improvement of ITIL® processes and services within their organization.

Pre-requisite

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management that must 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 Foundation Bridge
  • ITIL® Expert Certificate in IT Service Management (achieved via Service Manager or Practitioner bridging routes).
  w/o GST w GST
Course Fee $3,600 $3,852

Remarks:

COMAT is a business centre of e-Services, Electronics, ST Engineering.

Terms & Conditions

  • All prices stated above are in Singapore Dollars (SGD).
  • e-Services, Electronics, ST Engineering reserves the right to change the date or venue without prior notice.
  • e-Services, Electronics, ST Engineering reserves the right to cancel or reschedule the course due to class size or unforeseen circumstances.

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.



Please click on the course date to enrol.