ITIL Expert - Planning, Protection and Optimisation

IT Professionals, Business Managers and Business Process Owners.

This ITIL Training Module forms part of the ITIL Intermediate Capability Stream.  Successful completion of the exam will provide an ITIL Certificate and also 4 credits towards achievement of the ITIL Expert qualification.

Candidates can expect to gain competencies in the following upon successful completion of the education and examination components related to this certification:

• Service Management as a Practice
• Processes across the Service Lifecycle pertaining to the practice elements within Planning, Protection and Optimization
• Capacity management as a capability to realise successful service design
• Availability management as a capability to realise 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
• Planning, Protection and Optimization roles and responsibilities
• Technology and Implementation Considerations
• Challenges, Critical Success Factors and risks

Delegates are required to hold the ITIL V3 Foundation Certificate in IT Service Management or V2 to V3 bridge equivalent.

Before taking the course it is recommended, though not required, that candidates have exposure to basic concepts in IT and related work experience of at least two years.

It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and relevant books in preparation for the examination

• Introduction to the concepts and terminology of the Service Lifecycle and the role of PPO within the Lifecycle
• Capacity Management
• Availability Management
• IT Service Continuity Management
• Information Security Management
• Demand Management
• Challenges, Critical Success Factors and Risks
• Planning, Protection and Optimization Roles and Responsibilities
• Technology and Implementation Considerations
• Summary, Exam Preparation and Directed Studies

The course forms part of the ITIL Intermediate qualification programme.

The examination will consist of a complex multiple choice, closed book paper of 8 questions, to be answered within 90 minutes. (Candidates sitting the examination in English and who do not have English as their first language will be allowed 120 minutes to allow use of a dictionary.) The pass mark will be 65% or more.

Successful candidates will be awarded 4 credits towards the ITIL Expert qualification.