Course Overview
This hands-on course leads to a Certificate in ITIL Service Capability Management – Planning, Protection
and Optimization. The series is focused on role based clusters in a modular set, each with a certification.
Each cluster contains groupings of processes and roles from within ITIL IT Service Management,
intended to offer candidates a balanced knowledge of ITIL practices which have direct interaction and
dependencies in their daily use. The Planning, Protection and Optimization subject areas include
Availability Management, Capacity Management, IT Service Continuity Management, Demand
Management, Risk Management, and Information Security Management.
Course Outline
Course Introduction 3m
Course Introduction
Chapter 01 – Course Introduction 13m
Lesson: Course Organization
Welcome to the Course!
Mentoring Community Introductions
Why Are You Here?
Using Bloom’s Taxonomy
What do you Expect?
Housekeeping Online
Lesson: Course Conventions & Agenda
Conventions Used
Quizzes & Exercises
ITIL Qualification Scheme
ITIL Intermediate Exams
Getting Started with an Online Class
Chapter 01 Review
Chapter 02 – Planning, Protection & Optimization 54m
Lesson: Introduction to Planning, Protection & Optimization
The Service Lifecycle
Managing Across the Lifecycle
Purpose, Goals & Objectives of Service Design
Scope of Service Design
Value of Service Design
Planning, Protection & Optimization
The Context of Service Design
Conceptual Framework
Principles & Processes
Lesson: Principles
Principles of Service Design
Designing Service Solutions
Planning
Design Coordination Overview
Service Design Package
Requirements
Management Systems
Design Architecture & Support Technology
Design Support Processes
Design Measurement Systems
Metrics Tree
Protection
Continuity
Security
Optimization
Performance Tuning
Operational Process Support
Challenges & Risks
Challenges
Risks
Service Design Critical Success Factors
PPO Processes Across the Lifecycle
PPO Processes
Lesson: PPO Summary
PPO Summary
Checkpoint
Chapter 02 Review
Chapter 03 – PPO Processes 3h 21m
Lesson: Availability Management
Introduction
Purpose, Goals & Objectives
Scope
Value to the Business
Concepts
Availability Focus
Activities
Reactive Activities
Monitoring
Measurement
Analysis
Expanded Incident Lifecycle
Availability Formulas
Service Failure Analysis (SFA)
SFA Structure
Reporting
Proactive Activities
Determine Availability Requirements
Availability Design Concepts
Design for Availability
Failure Analysis
SPoF Techniques
Fault Tree Analysis
Modeling
Risk Analysis & Management
Triggers, Inputs & Outputs
Relationships
Information
Critical Success Factors
Challenges & Risks
Availability Management Summary
Lesson: Capacity Management
Introduction
Purpose, Goals & Objectives
Scope
Value to the Business
Concepts
Activities
Sub-Process Areas
Underpinning Activities
Tuning & Optimization
Performance Tuning
Threshold Management & Control
Demand Management
Modeling & Trending
Application Sizing
Triggers, Inputs & Outputs
Relationships
Information
Critical Success Factors
Challenges & Risks
Capacity Management Summary
Lesson: IT Service Continuity Management
Introduction
Purpose, Goals & Objectives
Scope
Value to the Business
Concepts
Activities
Initiation
Requirements & Strategy
Business Impact Analysis
Risk Analysis
Strategy
Implementation
Organizational & Implementation Planning
Testing
Invocation
On-going Operation
Triggers, Inputs & Outputs
Relationships
Information
CSFs
Challenges & Risks
IT Service Continuity Summary
Lesson: Information Security Management
Introduction
Purpose, Goals & Objectives
Scope
Value to the Business
Concepts
Security Management Framework
Activities
Information Security Process
Establish Information Security Policy
Enforce Security Policy
Assess & Classify Information Assets
Security Controls & Risk Assessment
Monitor & Manage Security Breach
Analyze, Report & Reduce Impact
Conduct Security Reviews & Audits
Triggers, Inputs & Outputs
Relationships
Information
CSFs
Challenges & Risks
Information Security Management Summary
Lesson: Demand Management
Introduction
Purpose, Goals & Objectives
Scope
Value to the Business
Concepts
Activity-Based Demand Management
Business Activity Patterns
Patterns of Business Activity
User Profile
Matching UP to PBA
Demand Modeling
Managing Demand
Service Packages
Triggers, Inputs & Outputs
Relationships
Information
Critical Success Factors
Challenges & Risks
Summary
Lesson: PPO Processes Summary
PPO Processes Summary
Checkpoint
Chapter 03 Review
Chapter 04 – Organize & Implement 1h 4m
Lesson: Organize for PPO
Who Does What to Whom?
The RACI Model
Functional Roles Analysis
Activity Analysis
Roles & Responsibilities
Service Owner
Process Owner
Process Manager
Process Practitioner
Availability Management
Capacity Management
IT Service Continuity Management
Security Management
Demand Management
Lesson: Technology Considerations
Technology Considerations
Service Management Tools
Technology-Related Areas
Requirements Engineering
Requirement Types
Functional Requirements
Management & Operational Requirements
Usability
Investigation Techniques
Issues
Documenting Requirements
Requirements Catalog
Outsourcing Requirements
Data & Information Management
Key Factors in Data Management
Scope of Data Management
Activities of Data Management
Application Management
Application & Service Portfolios
Application Frameworks
Design of Applications
Design Patterns
Other Concepts
Lesson: Implementing PPO
Implementation Considerations
Implementation Steps
Establish High-Level Objectives
Assess Current Capabilities
Determine Measureable Targets
Implement Process Improvement
Implement Measurement Framework
Review & Improve
Challenges, Risks & CSFs
Challenges
Risks
CSFs
Lesson: Organization & Implement Summary
Organizing & Implement Summary
Checkpoint
Chapter 04 Review
Course Closure
Total Duration: 5hrs 34m