The ITIL Intermediate Certificate in Planning, Protection and Optimisation forms part of the Capability series of Intermediate certification modules, which can be taken as stand-alone qualifications or with a view to amassing sufficient credits to gain the ITIL Service Management Expert qualification. It will be of interest to people who wish to gain a deeper level of understanding of the planning, protection and optimisation processes and roles across the service lifecycle. This course enables participants with foundation-level knowledge of IT Service Management to apply good practice across the service management lifecycle in processes pertaining to the capability of planning, protection and optimisation.
The course is interactive, combining presentation sessions and group exercises, with plenty of opportunity for questions and discussion. On completion of the course and the required personal study, participants will be able to sit the ITIL Intermediate examination in planning, protection and optimisation worth 4 credits.
Individuals who may find this course of interest include IT professionals working within an organisation that has adopted and adapted ITIL and who need to be informed about and thereafter contribute to an on-going service improvement programme, as well as operational staff involved in capacity management, availability management, ITSCM, information security management, demand management and risk management, and who wish to enhance their role-based capabilities.
The course takes place over 5 days.
Examination
The examination format is:
- Eight complex multiple-choice questions (multi-part, scenario-based, gradient-scoring), closed book
- 90 minutes
- 70% pass mark, distinction mark to be confirmed
The course is presented by Global Knowledge, specialist providers of IT service management, project management and programme management training and consultancy.
ITIL Planning, Protection and Optimisation (a five-day course)
Course Content
Planning, protection and optimisation in the context of the service lifecycle
- Service management as a practice
- What is service?
- Service management and business value
- Processes in the service lifecycle
Capacity management
- Purpose, goal, objectives and scope
- Policies, principles and basic concepts
- Activities, methods and techniques
- Triggers, inputs and outputs, interfaces
- Key metrics
Availability management
- Purpose, goal, objectives and scope
- Policies, principles and basic concepts
- Activities, methods and techniques
- Triggers, inputs and outputs, interfaces
- Key metrics
IT service continuity management
- Purpose, goal, objectives and scope
- Policies, principles and basic concepts
- Activities, methods and techniques
- Triggers, inputs and outputs, interfaces
- Key metrics
Information security management
- Purpose, goal, objectives and scope
- Policies, principles and basic concepts
- Activities, methods and techniques
- Triggers, inputs and outputs, interfaces
- Key metrics
Demand management
- Purpose, goal and objectives
- Activities, methods and techniques
Risk management
- Challenges
- Critical success factors
- Risks
Planning, protection and optimisation roles and responsibilities
Technology and implementation considerations
- Technology and tooling
- Evaluation criteria
Common service activities
Continual service improvements
Examination
The examination format is:
- Eight complex multiple-choice questions (multi-part, scenario-based, gradient-scoring), closed book
- 90 minutes
- 70% pass mark, distinction mark to be confirmed.
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