ITIL Service Capability: Planning, Protection & Optimisation

The course builds on the general principles covered as part of the ITIL® Foundation course. It enables the organisation to introduce Capacity Management, Availability Management, ITSCM, Information Security Management, Demand Management and Risk Management processes as an integral part of its overall business-focussed Services Framework.

The course is assignment based, with a strong emphasis on practical coursework, working as individuals and in teams. It is suitable for those who require a deep understanding of Planning, Protection & Optimization processes and how they may be used to enhance the quality of IT service provision within an organisation. It offers a natural career development path for practitioner staff who already hold the ITIL® V3 Foundation Certificate or equivalent.

Objectives:

• The purpose of Planning, Protection & Optimization is to obtain knowledge on ITIL® terminology, process structure, roles, functions and activities that will enable role focused capability and competency in support of the Service Lifecycle approach as described in ITIL®.
• The course provides delegates with practical guidance on the design and implementation of an integrated end-to-end processes based on proven industry best practice guidelines.
• The course prepares delegates for the ITIL® Capability examination in Planning, Protection & Optimisation.

Certification:

• The course forms part of the ITIL® Intermediate qualification programme.
• The examination will consist of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark will be 65% or more.
• Successful candidates will be awarded 4 credits towards the ITIL® Expert qualification.