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American Management Association

Planning, Protection, and Optimization (itil® Service Capability)

Available dates

Oct 28—Nov 1, 2019
USD 3295
Dec 2—6, 2019
USD 3295


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About the course

Learn how to identify and execute the ITIL Planning, Protection, and Optimization processes.

In this course, you'll learn the practical features of the ITIL Service Lifecycle as well as the processes associated with the planning, protection, and optimization (PPO) of services and service delivery. With a focus on operational-level process activities and supporting methods, you will figure out how to execute these processes in a practical, hands-on learning environment. You will also learn how to apply this course’s practices throughout the entire Service Management Lifecycle. This course is designed using an experiential, scenario-based approach to learning the core of the ITIL best practices. The exam is offered on the last day of the course at 1:00 pm. The main process and function focus areas of this course include:

  • Demand management
  • Capacity management
  • Availability management
  • IT service continuity management (ITSM)
  • Information security management (ISM)

Please note: The ITIL Foundation certification is required to take the exam at the end of class. Proof of certification must be provided no later than the first day of class

What You Will Cover

  • Service management as a practice and how the processes within PPO support the service lifecycle
  • Role of PPO in service provision and how the in-scope processes interact with other service lifecycle processes
  • Activities and methods used in each of the PPO processes
  • Application of PPO processes and activities to achieve operational excellence
  • How to measure PPO performance
  • Importance of IT Security and how it supports PPO
  • Technology and implementation requirements in support of PPO
  • Challenges, key performance indicators (KPIs), critical success factors (CSFs), and risks related with PPO

Special Feature


  • ITIL Foundation Certification (see seminar 72975)
  • Two to four years of relevant work experience
  • To prepare for the end-of-class exam, it is recommended that you review the ITIL Service Design (ISBN 10: 0113310471) and complete at least 12 hours of personal study

Who should attend

IT operations, technical, or IT management personnel requiring more information about ITIL best practices or anyone responsible for managing, implementing, or consulting on ITIL processes within IT or in conjunction with It

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