Course Outline

Overview of PPO

• Define Planning, Protection and Optimisation phase
• Scope and objectives
• Lifecycle within Planning, Protection and Optimisation context
• Value of Service Design
• Requirements for the services
• Business Requirements and Drivers
• Business value of Service Design
• Comprehensive and Integrated Service Design
• Strategy and Policy of Service Design
• Optimise the performance for Service Design
• Purpose and Objective of Design Coordination Processes
• Scope of Design Coordination Process
• Business Value of the Design Coordination Process

Overview of Demand Management

• Introduction to Demand Management
• Scope and Objectives
• Business Value
• Basic concepts and terminologies
• Inputs, Outputs and Triggers
• Interfaces of the process
• Information Management
• CSFs and KPIs
• Risks and Challenges in the process
• Roles and Responsibilities

Overview of Capacity Management

• Introduction to Capacity Management
• Scope
• Purpose and Objectives
• Business Value
• Key concepts and terminologies
• Methods and Techniques
• Input, output and triggers
• Process interfaces with Capacity Management
• Information Management in Capacity Management
• CSFs and KPIs
• Risks and Challenges
• Roles and Responsibilities

Overview of Availability Management

• Define Availability Management
• Scope and Objectives
• Business Value
• Basic concepts and terminologies
• Vital Business Functions
• Methods and Techniques
• Input, Output and triggers
• Process Interfaces
• CSFs and KPIs
• Risks and Challenges
• Roles and Responsibilities

Overview of IT Service Continuity Management

• Define IT Service Continuity Management
• Scope of IT Service Continuity Management
• Business Value
• Basic concepts and terminologies
• Methods and techniques
• Interfaces of process
• Information Management
• CSFs and KPIs
• Risks and Challenges
• Roles and Responsibilities

Overview of Information Security Management

• Introduction to Information Security Management
• Purpose and scope
• Business Value
• Basic concepts and terminologies
• Methods and techniques
• Input, output and triggers
• Process interfaces
• Information Management
• CSFs and KPIs
• Risks and Challenges
• Roles and Responsibilities                                                                                                

Overview of Technology and Implementation Considerations

• Define Technology and Implementation Considerations
• Practices for implementing organisational services
• Generic Technology requirements needed for designing services
• Architecture of Technology and Management
• Select tools and technology for supporting Service Design
• Plan and implement service management tools
• CSFs, Risks and Challenges