In this course, you will be immersed in the practical aspects of the ITIL service lifecycle and processes associated with the planning, protection, and optimization (PPO) of services and service delivery. You will focus on the operational-level process activities and supporting methods and learn to execute these processes in a practical, hands-on learning environment. This training is intended to enable you to apply the practices throughout the service management lifecycle.
This course includes lecture, exercises, and scenario-based exam questions to increase your understanding of the core disciplines of ITIL best practices and position you to successfully complete the associated exam. The exam is offered on the last day of the course at 1:00 pm.
The main process and function focus areas of this course include:
Demand management
Capacity management
Availability management
IT service continuity management (ITSM)
Information security management (ISM)
Please note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided no later than the first day of class.
Certification:
ITIL Intermediate Qualification: Planning, Protection, and Optimization
Thousands of students have achieved ITIL certifications with the help of our training. We're so confident in our ITIL training, we guarantee your success on the Intermediate ITIL exams or your money back. Visit www.globalknowledge.com/itilguarantee for details.
Did You Know?
This class is available in our Virtual Classroom -- live online training that combines premium skills development technologies and expert instructors, content, and exercises to ensure superior training, regardless of your location.
What You'll Learn
Service management as a practice and how the processes within PPO support the service lifecycle
Role of PPO in service provision and how the in-scope processes interact with other service lifecycle processes
Activities and methods used in each of the PPO processes
Application of PPO processes and activities to achieve operational excellence
How to measure PPO performance
Importance of IT Security and how it supports PPO
Technology and implementation requirements in support of PPO
Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks related with PPO
Who Needs to Attend
IT operations, technical, or IT management personnel requiring more information about ITIL best practices
Anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with IT
Prerequisites
ITIL Foundation Certification (v3 or newer) required
Two to four years of relevant work experience
To prepare for the end-of-class exam, we recommend that you review the ITIL 2011 publication Service Design (2011 Edition, ISBN 9780113313051) and complete at least 12 hours of personal study