ITIL V3 Planning, Protection & Optimization

Seminarziel

This 5-day course explains the terminology, process structure, roles, functions and activities within the Service Strategy and Design phases of the ITSM Lifecycle, based on ITIL® v3. The course is part of the Capability stream, which offers participants a balanced knowledge of ITIL® best practices used daily. The primary focus is on process activities, execution and use throughout the Service Lifecycle.
Upon successful completion of this course participants will understand: o The importance of the concept of Service Management as a Practice
o The activities, methods and functions used in each ITIL® Planning, Protection & Optimization process as well as the process roles and responsibilities
o Capacity and Availability Management as a capability to realize successful service design
o IT Service Continuity Management as a capability to support overall Business Continuity Management
o Information Security Management as part of the overall Corporate Governance framework
o Technology and Implementation Considerations, as well as the Challenges, Critical Success Factors and Risks surrounding ITIL® Planning, Protection & Optimization

Participants will also gain the knowledge necessary to prepare for the "ITIL® Planning, Protection & Optimization" examination from EXIN, ISEB or APM Group. This certificate is worth 4 credits in the ITIL Version 3 Qualification Scheme.

Zielgruppe

o IT professionals who require a deep understanding of Planning, Protection & Optimization processes and how they may be used to enhance the quality of IT service support within an organizationo IT professionals working with an organization that has adopted and adapted ITIL® who need to be informed about and thereafter contribute to an ongoing service improvement program
o Operational staff involved in the activities of the following processes: Capacity, Availability, IT Service Continuity, Information Security, Demand and Risk Management, who wish to enhance their role-based capabilities
o Individuals seeking the ITIL Expert in ITSM for which this qualification is one of the prerequisite modules

Seminarinhalte

o Service Management as a Practice o Service Strategy Process (concepts, activities, interfaces, methods and techniques) o Planning, Protection & Optimization roles and responsibilities o Revision and Mock Examination o Service Design Processes (purpose, goals, objectives, scope, business value, policies, principles, concepts, activities, methods, techniques, triggers, inputs, outputs, interfaces and metrics) o Challenges, Critical Success Factors and Risks related to each process, plus those associated with the overall Service Design phase o Technology and Implementation considerations and how they contribute to Planning, Protection & Optimization of IT Service

Voraussetzungen

o Hold one or more of the following certificates: "TIL® V3 Foundation in ITSM"or "TIL® V2 Foundation plus V3 Foundation Bridge Certificate"o Demonstrate 2 to 4 years of professional experience in the ITSM market place (highly desirable)
o It is assumed that participants will have read, in particular, the Service Design publication
o Candidates should be aware that at least 12 hours of personal study are required

Hinweis

Formal Examination: This is a closed book complex graded multiple-choice examination with 8 questions to answered in 90 minutes. Students must get 28/40 (70% ) correct in order to pass. Candidates sitting the examination in a language other than their native language have a maximum of 120 minutes and are allowed the use of a dictionary.

Nächste Schritte:
Other modular courses form the Lifecycle or Capability streams leading to the ITIL Expert qualification.