ITIL® Planning, Protection & Optimization (PPO)

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About this Course

Would you buy a product or service that did not include some type of warranty? If the manufacturer/re-seller/service provider doesn't explicitly set the expectations, then you will form them for yourself. It is the same with the customers of your IT services. Either IT clearly sets the expectations, or end-users will develop them on their own. During the negotiation and acceptance of Service Level Agreements, IT commits that services will meet their customer’s requirements for availability, capacity, continuity and security.The ITIL® Capability Course - Planning, Protection and Optimization (PPO) provides the best practice knowledge required to cost-effectively plan, deliver and manage the “warranty” processes to ensure that IT services are ‘fit for use’.

Audience Profile

The primary audience is IT professionals, IT process owners, business managers and business process owners. Requiring deep role-based knowledge of, or are involved in, Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management, Demand Management and Risk Management.

At Course Completion

At the end of this course, learners will be able to identify the processes across the Service Lifecycle pertaining to Planning, Protection and Optimization including:

  • Availability Management
  • Capacity Management
  • IT Service Continuity Management (ITSCM)
  • Information Security Management
  • Demand Management
  • Planning, Protection and Optimization roles and responsibilities
  • Technology and implementation consideration
  • Challenges, critical success factors and risks 


The ITIL® Foundation Certification in IT Service Management Recommended: - Two to four years IT service management experience - A minimum of 12 personal study hours

Exam & Certification:

Successfully passing the 90 minute, exam consisting of eight (8) complex, multi-part, multiple choice scenario-based gradient scored questions leads to the ITIL® Intermediate Qualification: Planning, Protection and Optimization Certificate. Class earns four (4) credits of the 22 required to achieve the ITIL® Expert.

ITIL® Expert:

Earn 4 credits of the 22 required to achieve the ITIL® Expert Certification.

Project Management Institute (PMI) Professional Development Units (PDUs): 

ITSM Academy is recognized by PMI as a Global R.E.P. PMP's earn 38contact hours or PDUs upon completion of this course.


ITIL® is a registered trade mark of AXELOS limited.

IT Infrastructure Library® is a registered trade mark of AXELOS limited.

 All ITIL® courses are offered by Service Management Dynamix and ITSM Academy.

Course Outline

  • Introduction
  • Capacity Management
  • Availibility Management
  • IT Service Continuity Management
  • Information Security Management
  • Demand Management
  • Roles and Responsibilities
  • Technology and Implementation Considerations
  • Exam Prep / Mock Exam
  • Exam