ITSM Specialties, LLC

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1 Class Overview Upon successful completion of the education and examination components related to this certification, candidates can expect to gain competencies in the following: Capacity Management Availability Management IT Service Continuity Management (ITSCM) Information Security Management Demand Management In addition, the training will include examination preparation, including a mock examination opportunity. Target Audience The target group of the ITIL Expert Qualification: Planning, Protection, & Optimization is: Individuals who have attained the V3 ITIL Foundation Certificate in Service Management, or the v2 Foundation plus the Foundation Bridge Certificate, and who wish to advance to higher level ITIL certifications Individuals who require a deep understanding of the ITIL Certificate in Planning, Protection and Optimization processes and how they may be used to enhance the quality of IT service support within an organization IT professionals that are working within an organization that has adopted and adapted ITIL who need to be informed about, and thereafter contribute to, an ongoing service improvement program Operational staff involved in Capacity Management, Availability Management, ITSCM, Information Security Management, and Demand Management who wish to enhance their role-based capabilities This may include, but is not limited to, IT professionals, business managers and business process owners. Prerequisites Candidates wishing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (or v2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission. It is also strongly recommended that candidates: Can demonstrate familiarity with IT terminology and understand the context of Planning, Protection & Optimization management in their business environment

2 Have exposure to working in a service management capacity within a service provider environment, and have responsibility for at least one of the following management processes: Capacity Management Availability Management IT Service Continuity Management (ITSCM) Information Security Management Demand Management It is strongly recommended that candidates read the ITIL Service Lifecycle core publications and, in particular, the ITIL Service Design publication, in advance of attending training for the certification. Course Length Five days- includes lecture, classroom group exercises, exam preparation, and exam Exam 90-minute timed test Closed book Passing score: 28/40 or 70% Class Size Maximum of 18 students Objectives Introduction Purpose, objectives and value of service design The lifecycle in context Service design basics The role of design coordination within PPO Capacity Management (CM) The purpose and objectives of CM The scope of CM

3 The importance of CM as a process to generate business value CM policies, principles and basic concepts The main activities, methods and techniques that enable CM and how they relate to PPO The triggers, inputs, outputs and interfaces of CM and its interfaces with other processes The CM information system and its role in information management How critical success factors and key performance indicators can be used to demonstrate the efficiency and effectiveness of successful CM Challenges and risks of CM Availability Management (AM) The importance of AM as a process to generate business value AM policies, principles and basic concepts The main activities, methods and techniques that enable AM and how they relate to PPO The triggers, inputs, outputs and interfaces of AM and its interfaces with other processes How AM relates to information management How critical success factors and key performance indicators can be used to demonstrate the efficiency and effectiveness of successful AM The challenges and risks associated AM IT Service Continuity Management (ITSCM) The importance if ITSCM as a process to generate business value ITSCM policies, principles and basic concepts The main activities, methods and techniques that enable ITSCM, and how they relate to PPO, particularly stages 1-4 of the ITSCM lifecycle: Initiation Requirements and strategy Implementation On-going operation Invocation of ITSCM

4 The triggers, inputs, outputs and interfaces of ITSCM and its interface with other processes How critical success factors and key performance indicators can be used and applied to demonstrate efficiency and effectiveness of the ITSCM process Challenges and risks of ITSCM Information Security Management (ISM) The importance of ISM as a process to generate business value ISM policies, principles and basic concepts The main activities, methods and techniques that enable this process and how they relate to PPO The triggers, inputs. outputs and interfaces of ISM How critical success factors and key performance indicators can be used and applies to demonstrate efficiency and effectiveness of successful ISM Challenges and risks of ISM Demand Management (DM) Purpose and objectives of DM Scope of DM Value to business Policies, principles and basic concepts Process activities, methods and techniques of DM Triggers, inputs, outputs and interfaces Information management and DM Critical success factors and key performance indicators Challenges and risks of DM PPO Roles and Responsibilities The key roles/functions responsible for executing each process step as related to: Process manager Process practitioner Capacity management process manager Availability management process manager

5 IT service continuity management process manager Information security management process manager Demand management roles Technology and Implementation Considerations (TIC) The generic requirements for technology to assist service design The evaluation criteria for technology and tooling for process implementation The good practices for practice and process implementation The challenges, critical success factors and risks related to implementing practices and processes How to plan and implement service management technologies The considerations for implementing technologies in supporting the processes within PPO practice, in particular, designing technology architectures Summary, Exam Preparation and Directed Studies Eligibility for the exam To be eligible for the examination leading to an accredited ITIL Certificate in Planning, Protection and Optimization, the candidate must fulfill the following requirements: At least 30 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme There is no minimum mandatory requirement, but 2 to 4 years professional experience working in IT Service Management is highly desirable Hold the ITIL V3 Foundation Certificate in IT Service Management, or ITIL V2 Foundation plus the Bridge Certificate It is also recommended that students should complete a minimum 12 hours of personal study by reviewing the syllabus and the pertinent areas of the ITIL Service Management Practice core guidance publications and, in particular, the Service Design publication and, specifically, Chapter 2: Service Management as a Practice.