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ITIL® Intermediate Capabilities: Planning, Protection, & Optimization (2011 Edition)

Course Outline

1 – Course Introduction

2 – PPO and Service Strategy

3 – Demand Management

Purpose and objectives
Scope
Value to business
Policies, principles, and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

4 – PPO and Service Design

5 – Design Coordination

6 – Availability Management

Purpose and objectives
Scope
Value to business
Policies, principles, and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

7 – Capacity Management

Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

8 – Information Security Management

Purpose and objectives
Scope
Value to business
Policies, principle and basic concepts
Process activities, methods and techniques
Triggers, inputs, outputs and interfaces
Information management
Critical success factors and key performance indicators
Challenges and risks

9 – Technology and Implementation Considerations

10 – Good Practices for Process Implementation

11 – Additional Sources of Help

12 – Sample Documents and Templates

13 – Sample Documents and Templates

14 – Living the Lifecycle Assignments

15 – Study and Exam Taking Tips

16 – Course Syllabus

17 – Key Concepts Review

18 – Study Aids

19 – Study Aids Answer Key

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