ITIL Intermediate Qualification: Planning, Protection and Optimization (PPO)



  • IT Service Management


  • ITIL Intermediate PPO Certification (Capability Stream) Workshop


Increased competitiveness, complex business processes and technology explosion has lead to a compulsion of specialized skills marked as a mandatory for individuals involved in delivering these business services. Foundation level knowledge is nowadays a pre-requisite for perfoming service management activities, at the same time, it is also important to have specialized knowledge and expertise in handling practical real-life situations.
The ITIL Intermediate Qualification : Planning, Protection and Optimization (PPO) is part of the ITIL Intermediate capability stream and one of the modules that leads to ITIL Expert in IT Service Management Certificate.
Who should attend?
The course is designed for those who require a deep understanding of PPO processes and/or operational staff involved in PPO processes who wish to enhance their role-based capabilities.
Course Prerequisites
Delegates willing to be trained and examined for this qualification must already hold the ITIL Foundation Certificate in IT Service Management (the 2011 Foundation or V3 Foundation or V2 Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.
Course Objectives
• Outline and plan key activities for planning, protection and optimization (PPO) processes
• Create and define capacity plan in addition to several key activities around capacity management
• Implementation and management of the processes and functions involved in providing cost justifiable IT services that are aligned with the business needs/requirements
• Evaluate and analyse planning, protection and optimization (PPO) processes with key performance indicators and other relevant metrics
• Implementation aspects of effective Capacity, Availability, IT Service Continuity, Information Security and Demand Management processes.
• Prepare for and take the ITIL Intermediate Qualification: Planning, Protection and Optimization (PPO) Certification Exam
Course Outline
• The importance of Planning, Protection and Optimisation while providing service
• How all processes in Planning, Protection and Optimisation interact with other Service Lifecycle processes
• The processes, activities, methods and functions used in each of the Planning, Protection and Optimisation processes
• The importance of IT Security and its contributions to Planning, Protection and Optimisation
• How to measure and use the Planning, Protection and Optimisation processes, activities and functions to achieve operational excellence
• Analysis, justification and selection of the implementation approaches, challenges, critical success factors and risks
Course Mode:
• Instructor Led - Complete Classroom Learning with limited class size. The course includes work-based practical activities and discussions as well as real-life case studies.
Course Duration:
• 3 Days (Examination is conducted at the end of 3rd day of training)


Course Deliverables
• Pre-study enrollment pack consisting of ITIL reference materials
• Officially accredited extensive ITIL Courseware
• Real life case studies and practical assignments including extensive review sessions
• Official ITIL sample papers (2 sets)
• Extensive Support (Email/Phone) (Access to Innate Labs - ITIL Forums)
• Earn 24 PMI® PDUs
 100% passing guarantee - Else we pay your re-exam fees
Course Fees Includes:
• ITIL Training Fees
• ITIL 2011 Intermediate Qualification - Planning, Protection and Optimization Certification Examination Fees
• 4-Star Conferencing Facilities including lunch, Tea/Coffee
• Course Deliverables as stated above

Certification Examination Details:
• Examination Format : Multiple choice, scenario-based, gradient scored questions
• Number of Questions : 8
• Pass Score : 70% i.e. 28/40
• Exam Duration: Maximum 90 minutes for all candidates in their respective language (Candidates sitting the examination in a language other than their first language have a maximum of 120 minutes and are allowed to use a dictionary).
• Exam mode : Online or Paper Based Examination fully accredited by APMG-International - UK


Introduction and Overview

  • PPO in the context of the service lifecycle
  • Service optimisation
  • Service design basics
  • The role of design coordination within PPO

Capacity Management

Basic concepts

  • Purpose, goals and objectives of capacity management
  • Methods and techniques
  • Capacity management, principles and basic concepts

Capacity management activities

  • Conducting capacity management for quality assurance
  • The capacity management information system
  • Meeting cost and time constraints

Availability Management

Scope of availability management

  • Purpose and objectives
  • Availability management in relation to PPO
  • Enabling availability management
  • How availability management creates business value

Concepts and activities

  • Triggers, input and output to other processes
  • Establishing metrics to ensure process quality
  • Demonstrating the efficiency and effectiveness of successful availability management

IT Service Continuity Management (ITSCM)

ITSCM to generate business value

  • Illustrating the main activities
  • Initiation
  • Requirements and strategy
  • Implementation
  • Ongoing operation

Primary activities

  • Policies and principles
  • Ensuring quality assurance when introducing services through effective ITSCM
  • Managing risks
  • Planning for recovery
  • Challenges and critical success factors

Information Security Management (ISM)

Overview of ISM

  • Analysing how ISM contributes to quality assurance for new services
  • How ISM generates business value
  • Aligning IT security with business security

Key activities for ISM implementation

  • Methods and techniques
  • Ensuring confidentiality, integrity and availability
  • Key metrics to measure success
  • Challenges and risks of ISM

Demand Management

Purpose of demand management

  • Scope and objectives
  • Service strategy and demand management
  • Coupling capacity with demand

Identifying demand management patterns

  • Activities, methods and techniques
  • Influencing customer demand
  • Managing demand for service
  • Demand management techniques

Roles and Responsibilities

  • Defining the key roles for executing each process step
  • Process manager and process practitioner
  • Capacity management
  • Availability management
  • IT service continuity management
  • Information security management

Technology and Implementation Considerations

  • Generic requirements and evaluation criteria
  • Special technology functions and features related to PPO
  • Good practices for implementation
  • Determining the evaluation criteria for technology and process implementation
  • Challenges, critical success factors and risks
  • Designing technology architecture
  • Considerations for planning and implementing service management technologies


What is this course all about?
In this course, you learn how to plan, execute, manage and optimise the planning protection and optimization processes. Through personalized coaching, practical assignments, real life case studies, practice (mock) exams and extensive review sessions, you not only gain the requisite knowledge to take the ITIL Intermediate Qualification: Planning Protection and Optimization Certification Exam but also gain detailed insights in the planning protection and optimization guidance as provided by the ITIL Framework.
What background do I need?
As mentioned in the Course Details section, you would be requiring to hold ITIL 2011 Foundation Certificate OR ITIL V3 Foundation Certificate OR V2 Foundation plus Bridge Certificate to attend this course and take the ITIL Certification Exam on the final day of class.
It is also suggested that you:

  • Can showcase awareness with IT terminology and understand planning protection and optimization management within the context of your own business environment;
  • Have experience working in a service management capacity within a service provider environment, with responsibility for at least one of the following management disciplines: capacity management, availability management, IT service continuity management, information security management, and demand management

Does this course counted towards the credits for ITIL Expert certification?
Yes, as you achieve the ITIL Intermediate Qualification: Planning Protection and Optimization, you gain four credits towards the ITIL Expert certification. To be able to gain the ITIL Expert certification, you require to earn minimum of 22 credits. Please refer:
What processes comprise the Planning Protection and Optimization syllabus of  ITIL 2011 Edition?
The ITIL Planning Protection and Optimization Certification syllabus includes the following topics:

  • Introduction to planning, protection and optimisation
  • Capacity management
  • Availability management
  • IT service continuity management
  • Information security management
  • Demand management
  • Planning, protection and optimisation roles and responsibilities
  • Technology and implementation considerations

Is this course aligned and updated according to the changes of ITIL 2011 Edition?
Yes. This course is updated as per latest ITIL 2011 edition.
What are the changes being made to ITIL Service Design : Best Practice Guidance book for ITIL 2011 Edition?
Throughout the updated ITIL Service Design publication, there has been a particular focus on alignment with ITIL Service Strategy. A number of concepts and principles have been enhanced, most importantly the flow and management of activity throughout the overall service design stage, with the addition of the design coordination process. Other noted enhancements include the five aspects of service design, the design of the service portfolio, and the terminology related to service catalogue views.
What is the difference between Lifecycle and Capability Qualification Certification?
The Lifecycle and Capability certification forms the two streams/paths, or branches, of the ITIL intermediate-level qualification scheme.
The Lifecycle stream consists of five modules or certifications. These certifications focus on the service lifecycle, the use of process and practice within the lifecycle and developing the skills needed to deliver quality service management practices in an organisation.
The Capability certificates, which includes the Planning Protection and Optimization are made up of four modules, are focused toward those who want a thorough understanding of ITIL processes and roles. The primary focus is on activities, execution and use of the processes throughout the entire service lifecycle.