| Course Code: |
MQ 609 |
| Course Abstract: |
When buy a product or service, you have certain expectations about the way it will perform. If the manufacturer, reseller and/or service provider, doesn’t explicitly set the expectations, then you will form them for yourself. It is the same with the customers of your IT services. Either IT clearly sets the expectations, or end-users will develop them on their own. During the negotiation and acceptance of Service Level Agreements, IT commits that services will meet their customer’s requirements for availability, capacity, continuity and security.
The ITIL® V3 Capability Course - Planning, Protection and Optimization (PPO) provides the best practice knowledge required to cost-effectively plan, deliver and manage the “warranty” processes to ensure that IT services are ‘fit for use’. |
| Audience: |
This course is designed for individuals who are IT professionals, IT process owners, business managers and business process owners. Requiring deep role-based knowledge of, or are involved in, Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management, Demand Management and Risk Management. |
| Duration: |
5 days |
| Learning Outcomes: |
Upon completion of this course, the participant will be able to:
> Develop processes across the Service Lifecycle pertaining to Planning, Protection and Optimization including:
Availability Management
Capacity Management
IT Service Continuity Management (ITSCM)
Information Security Management
Demand Management
Planning, Protection and Optimization roles and responsibilities
Technology and implementation consideration
Challenges, critical success factors and risks |
| Course Topics: |
ITIL Expert:
Earn 4 credits of the 22 required to achieve the ITIL ExpertTM Certification.
Project Management Institute (PMI) Professional Development Units (PDUs):
Participants will earn 38 contact hours or PDUs upon completion of this course. |
| Prerequisites: |
None |