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Formation ITIL®Capability : Planning, Protection & Optimization
E-learning

Stage pratique
100% à distance
Durée : 40 heures
Réf : YTP
Prix  2020 : 875 € H.T.
  • Programme
  • Participants / Prérequis
Programme

ITIL® is comprised of five core publications: Service Strategy (SS), Service Design (SD), Service Transition (ST), Service Operations (SO) and Continual Service Improvement (CSI). It promotes alignment with the business as well as improvement in operational efficiency. The official ITIL® qualification scheme, owned by AXELOS, describes two streams, the Service Lifecycle Stream and the Service Capability stream: - The Service Lifecycle stream focuses on ITIL® practices within the Service Lifecycle context. The prime focus is the Lifecycle itself as well as the processes and practice elements used within it. - The Service Capability stream is for those who wish to obtain an in depth understanding of specific ITIL® processes and roles. The primary focus is on process activities, process execution and use throughout the IT Service Lifecycle.

Objectifs pédagogiques

  • Overview of SOA processes and basic principles
  • Service Design in PPO and Lifecycle context
  • Processes across the Service Lifecycle pertaining to the practice elements within planning, protection and optimization
  • Capacity Management as a capability to realize successful Service Design
  • Availability Management as a capability to realize successful Service Design
  • IT Service Continuity Management as a capability to support overall Business Continuity Management
  • Information Security Management as part of the overall corporate governance framework
  • Demand Management
  • Planning, protection and optimization roles and responsibilities
  • Technology and implementation considerations
  • Organizational roles relevant to PPO
  • Challenges, critical success factors and risks for planning, protection and optimization.
  • In addition, the training for this qualification should include examination preparation, and an opportunity for a mock examination.

Examen

Exam Format: Multiple choice, scenariobased, gradient scored questions. Number of Questions: 8. Pass Score: 28/40 or 70%. Exam Delivery: Online or paper based. Exam Duration: 90 minutes. Open/Closed Book: Closed Book

Méthodes pédagogiques

This Capability course focuses on executing Service Offerings and Agreements activities. Participants will learn the principles and core elements along with the activities and technology & implementation considerations within Service Offerings and Agreements. An interactive approach is used combining lecture, discussion and case study experience to prepare participants for the ITIL® Service Offerings and Agreements certification exam as well as providing valuable practical knowledge that can be rapidly applied in the workplace. The integrated case study deepens the participant’s appreciation of how ITIL® best practices can be applied in order to improve IT performance. Practical assignments are used throughout the course to enhance the learning experience.

Certification

ITIL® Planning, Protection & Optimization
PROGRAMME DE FORMATION

COURSE INTRODUCTION

  • Course objectives
  • Context of Service Design
  • Service design, purpose and objectives
  • Service design Scope, value to the business
  • Service design Basics
  • The role of Design Coordination
  • ITIL® Certification Scheme

CAPACITY MANAGEMENT

  • Introduction, Purpose and objectives Scope, Value to the Business Planning
  • The three sub-processes
  • Proactive and reactive activities
  • Design related activities
  • Ongoing iterative activities
  • Monitoring and Analysis
  • Tuning
  • Implementation
  • Demand Management in Capacity Management
  • Modelling and Trending
  • Application Sizing
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF’s and KPI’s
  • Challenges & Risks

AVAILABILITY MANAGEMENT

  • Introduction, Purpose and Objectives
  • Scope, Value to the Business
  • Two interconnected levels
  • Availability aspects
  • Process activities, methods, techniques
  • Reactive activities
  • Monitor and measure, Analyze and report
  • Proactive activities
  • Designing for Availability, Analysis techniques
  • Planned and preventative maintenance
  • Availability testing and Service Outage
  • Continual review
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF’s and KPI’s
  • Challenges & Risks

IT SERVICE CONTINUITY MANAGEMENT

  • Introduction, Purpose and objectives
  • Scope, Value to the Business
  • Policies and Principles
  • Stage 1 – Initiation
  • Stage 2 – Requirements and Strategy
  • Stage 3 – Implementation
  • Stage 4 – Ongoing operation
  • Invocation, Triggers, Inputs, Outputs
  • Information Management
  • CSF’s and KPI’s
  • Challenges & Risks

INFORMATION SECURITY MANAGEMENT

  • Introduction, Purpose and objectives
  • Scope, Value to the Business
  • Policies and Principles & Basic Concepts
  • The Information Security Policy
  • Security Management Framework
  • Control, Plan, Implement, Evaluate

DEMAND MANAGEMENT

  • Introduction, Purpose and objectives
  • Scope, Demand versus Capacity
  • Value to the Business, Supply and Demand
  • Gearing Service Assets
  • Policies and Principles & Basic Concepts
  • Demand Management through the Lifecycle
  • Activities
  • Triggers, Inputs, Outputs, Interfaces
  • Information Management
  • CSF’s and KPI’s
  • Challenges & Risks

ROLES AND RESPONSIBILITIES

  • Roles in ITIL
  • Generic Service Owner Role
  • Generic Process Manager Role
  • Generic Process Practitioner Role
  • Availability Process Manager
  • Capacity Process Manager
  • IT Service Continuity Process Manager
  • Information Security Manager
  • Demand Management Process Owner
  • Demand Management Process Manager

CHALLENGES, CRITICAL SUCCESS FACTORS AND RISKS ATIONS

  • Generic Requirements
  • Evaluation Criteria
  • Best Practices
  • Challenges, CSF’s and Risks
  • Planning and implementation of Service Management Technologies
  • Considerations for implementing technologies

APPENDICES

  • Case study and exercises
  • Mock exams and rationale
  • Glossary
  • Forms
Participants / Prérequis

» Participants

IT Managers, Operational staff, and anyone requiring a deeper knowledge of or who are involved in the Service Offerings & Agreements cluster of processes and functions.

» Prérequis

An ITIL® Foundation certificate is required and preferably two years work experience in an IT Service Management environment.
Intra / sur-mesure

Demande de devis intra-entreprise
(réponse sous 48h)

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