by Integrity Training | Publisher: Stone River eLearning | Release Date: April 2019 | ISBN: 300000006A0179

The ITIL® Planning, Protection & Optimization (PPO) course covers the practical aspects of the ITIL® service lifecycle and processes associated with the planning, protection, and optimization (PPO) of services and service delivery. The course focuses on the operational-level process activities and supporting methods and enables the students to execute these processes in a practical and real-world environment. This training course is intended to enable the students to apply the practices throughout the service management lifecycle. This course will help the students to gain the foundational knowledge and skills to plan, implement, and optimize IT processes and best practices in this ITIL® Service Capability training course. Specifically, this course will provide comprehensive knowledge needed to pass the ITIL® Planning, Protection and Optimization (PPO) certification exam, and lead towards the ITIL® Expert certification. The course requires that the students possess a valid ITIL® Foundation Certification or have taken the ITIL® Foundation course. Additionally, two to four years of relevant work experience is also recommended. All ITIL® courses are offered by CareerAcademy.com AFFILIATE of AXELOS Limited. ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

1. Introduction
   • Course Introduction 00:01:09
   • Instructor Introduction 00:01:35
2. Course Introduction
   • Course Organization 00:00:32
   • Course Organization (Cont.) 00:00:22
   • Welcome to the Course! 00:00:34
   • Mentoring Community Introductions 00:00:46
   • Why Are You Here? 00:00:48
   • Using Bloom's Taxonomy 00:01:10
   • What do you Expect? 00:00:37
   • Housekeeping Online 00:01:04
   • Course Conventions & Agenda 00:00:08
   • Conventions Used 00:00:54
   • Quizzes & Exercises 00:00:44
   • ITIL Qualification Scheme 00:00:48
   • ITIL Intermediate Exams 00:01:08
   • Getting Started with an Online Class 00:02:26
   • Section Review 00:00:24
3. Planning, Protection & Optimization
   • Introduction to Planning, Protection & Optimization 00:00:32
   • Introduction (Cont.) 00:00:24
   • The Service Lifecycle 00:00:54
   • Managing Across the Lifecycle 00:00:34
   • Purpose, Goals & Objectives of Service Design 00:01:47
   • Scope of Service Design 00:01:02
   • Value of Service Design 00:01:36
   • Planning, Protection & Optimization 00:01:15
   • The Context of Service Design 00:04:28
   • Conceptual Framework 00:01:14
   • Principles & Processes 00:02:17
   • Principles 00:00:09
   • Principles of Service Design 00:02:04
   • Designing Service Solutions 00:02:51
   • Planning 00:00:29
   • Design Coordination Overview 00:01:03
   • Service Design Package 00:00:57
   • Requirements 00:02:18
   • Management Systems 00:02:48
   • Design Architecture & Support Technology 00:01:45
   • Design Support Processes 00:01:07
   • Design Measurement Systems 00:01:34
   • Metrics Tree 00:01:27
   • Protection 00:00:48
   • Continuity 00:01:05
   • Security 00:01:04
   • Optimization 00:00:36
   • Performance Tuning 00:01:42
   • Operational Process Support 00:01:59
   • Challenges & Risks 00:00:18
   • Challenges 00:03:16
   • Risks 00:02:18
   • Service Design Critical Success Factors 00:01:20
   • PPO Processes Across the Lifecycle 00:00:37
   • PPO Processes 00:00:47
   • PPO Summary 00:00:10
   • PPO Summary 00:01:26
   • Checkpoint 00:00:37
   • Section Review 00:01:11
4. PPO Processes
   • Introduction to PPO Processes 00:00:20
   • Availability Management 00:00:28
   • Introduction 00:01:11
   • Purpose, Goals & Objectives 00:01:43
   • Scope 00:00:44
   • Value to the Business 00:01:02
   • Concepts 00:02:18
   • Availability Focus 00:01:36
   • Activities 00:00:41
   • Reactive Activities 00:01:29
   • Monitoring 00:00:57
   • Measurement 00:00:47
   • Analysis 00:01:02
   • Expanded Incident Lifecycle 00:04:01
   • Availability Formulas 00:02:20
   • Service Failure Analysis (SFA) 00:01:47
   • SFA Structure 00:01:35
   • Reporting 00:02:07
   • Proactive Activities 00:00:57
   • Determine Availability Requirements 00:03:41
   • Availability Design Concepts 00:01:35
   • Design for Availability 00:01:28
   • Failure Analysis 00:04:28
   • SPoF Techniques 00:02:21
   • Fault Tree Analysis 00:01:21
   • Modeling 00:00:45
   • Risk Analysis & Management 00:01:58
   • Triggers, Inputs & Outputs 00:02:42
   • Relationships 00:01:39
   • Information 00:01:21
   • Critical Success Factors 00:02:12
   • Challenges & Risks 00:04:21
   • Availability Management Summary 00:01:35
   • Capacity Management 00:00:39
   • Introduction 00:00:33
   • Purpose, Goals & Objectives 00:01:16
   • Scope 00:00:49
   • Value to the Business 00:01:39
   • Concepts 00:01:40
   • Activities 00:01:36
   • Sub-Process Areas 00:01:53
   • Underpinning Activities 00:00:59
   • Tuning & Optimization 00:01:27
   • Performance Tuning 00:01:47
   • Threshold Management & Control 00:01:46
   • Demand Management 00:03:34
   • Modeling & Trending 00:01:17
   • Application Sizing 00:00:48
   • Triggers, Inputs & Outputs 00:02:14
   • Relationships 00:01:54
   • Information 00:01:17
   • Critical Success Factors 00:02:25
   • Challenges & Risks 00:03:43
   • Capacity Management Summary 00:01:05
   • IT Service Continuity Management 00:00:40
   • Introduction 00:00:55
   • Purpose, Goals & Objectives 00:01:40
   • Scope 00:00:56
   • Value to the Business 00:00:54
   • Concepts 00:01:48
   • Activities 00:00:20
   • Initiation 00:01:09
   • Requirements & Strategy 00:00:41
   • Business Impact Analysis 00:01:38
   • Risk Analysis 00:02:46
   • Strategy 00:03:50
   • Implementation 00:01:33
   • Organizational & Implementation Planning 00:01:38
   • Testing 00:00:54
   • Invocation 00:01:00
   • On-going Operation 00:01:32
   • Triggers, Inputs & Outputs 00:02:12
   • Relationships 00:01:18
   • Information 00:01:18
   • CSFs 00:01:07
   • Challenges & Risks 00:04:22
   • IT Service Continuity Summary 00:00:42
   • Information Security Management 00:00:26
   • Introduction 00:00:48
   • Purpose, Goals & Objectives 00:01:22
   • Scope 00:01:14
   • Value to the Business 00:00:47
   • Concepts 00:01:25
   • Security Management Framework 00:02:54
   • Activities 00:00:40
   • Information Security Process 00:02:25
   • Establish Information Security Policy 00:01:28
   • Enforce Security Policy 00:01:40
   • Assess & Classify Information Assets 00:01:15
   • Security Controls & Risk Assessment 00:01:53
   • Monitor & Manage Security Breach 00:01:08
   • Analyze, Report & Reduce Impact 00:00:56
   • Conduct Security Reviews & Audits 00:01:01
   • Triggers, Inputs & Outputs 00:01:26
   • Relationships 00:01:47
   • Information 00:00:48
   • CSFs 00:01:42
   • Challenges & Risks 00:03:44
   • Information Security Management Summary 00:01:11
   • Demand Management 00:00:30
   • Introduction 00:01:06
   • Purpose, Goals & Objectives 00:02:36
   • Scope 00:02:03
   • Value to the Business 00:02:20
   • Concepts 00:01:07
   • Activity-Based Demand Management 00:01:21
   • Business Activity Patterns 00:01:42
   • Patterns of Business Activity 00:01:38
   • User Profile 00:01:27
   • Matching UP to PBA 00:02:44
   • Demand Modeling 00:01:59
   • Managing Demand 00:01:29
   • Service Packages 00:02:28
   • Triggers, Inputs & Outputs 00:01:44
   • Relationships 00:02:00
   • Information 00:01:46
   • Critical Success Factors 00:02:46
   • Challenges & Risks 00:01:48
   • Summary 00:02:11
   • PPO Processes Summary 00:00:10
   • PPO Processes Summary 00:02:02
   • Checkpoint 00:00:37
   • Section Review 00:01:39
5. Organize & Implement
   • Introduction 00:00:18
   • Organize for PPO 00:00:19
   • Who Does What to Whom? 00:00:39
   • The RACI Model 00:02:30
   • Functional Roles Analysis 00:01:28
   • Activity Analysis 00:01:50
   • Roles & Responsibilities 00:00:22
   • Service Owner 00:00:54
   • Process Owner 00:01:16
   • Process Manager 00:00:52
   • Process Practitioner 00:00:47
   • Availability Management 00:01:29
   • Capacity Management 00:01:16
   • IT Service Continuity Management 00:00:47
   • Security Management 00:00:49
   • Demand Management 00:00:53
   • Technology Considerations 00:00:10
   • Technology Considerations 00:01:19
   • Service Management Tools 00:00:38
   • Technology-Related Areas 00:00:44
   • Requirements Engineering 00:00:42
   • Requirement Types 00:00:31
   • Functional Requirements 00:01:20
   • Management & Operational Requirements 00:00:57
   • Usability 00:00:43
   • Investigation Techniques 00:01:30
   • Issues 00:03:51
   • Documenting Requirements 00:01:17
   • Requirements Catalog 00:02:08
   • Outsourcing Requirements 00:01:30
   • Data & Information Management 00:00:49
   • Key Factors in Data Management 00:00:47
   • Scope of Data Management 00:00:26
   • Activities of Data Management 00:01:16
   • Application Management 00:02:23
   • Application & Service Portfolios 00:00:42
   • Application Frameworks 00:01:18
   • Design of Applications 00:01:40
   • Design Patterns 00:01:30
   • Other Concepts 00:00:38
   • Implementing PPO 00:00:20
   • Implementation Considerations 00:01:18
   • Implementation Steps 00:00:31
   • Establish High-Level Objectives 00:01:06
   • Assess Current Capabilities 00:00:58
   • Determine Measureable Targets 00:00:53
   • Implement Process Improvement 00:01:23
   • Implement Measurement Framework 00:00:58
   • Review & Improve 00:00:55
   • Challenges, Risks & CSFs 00:00:53
   • Challenges 00:01:25
   • Risks 00:01:49
   • CSFs 00:01:21
   • Organization & Implement Summary 00:00:15
   • Organizing & Implement Summary 00:01:28
   • Checkpoint 00:00:37
   • Section Review 00:01:17
   • Course Closure 00:01:03



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