ITIL® Capabilities Stream - Planning, Protection & Optimization (exam included)

• 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.
• Understanding of technology and implementation considerations surrounding ITIL® Planning, Protection & Optimization.
• Challenges, Critical Success Factors and Risks associated to ITIL® Planning, Protection & Optimization.

1. Introduction to ITIL® Planning, Protection & Optimization

2. Processes

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

3. Organization

4. Technology Considerations

5. Challenges and Critical Success Factors

• Staff involved in Planning, Protection and Optimization of IT Services.
• Individuals who have attained the ITIL® Foundation certificate in Service Management and who wish to advance to higher level ITIL® certifications.
• Individuals who require a deep understanding of ITIL® in Planning, Protection & Optimization processes and how it may be used to enhance the quality of IT services.

ITIL® Foundation certificate.

Familiarity with the terminology and the context of the course in 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 topics of the course.