ITIL® Intermediate Capabilities: Planning, Protection & Optimization

Duration: 5 days
Exam Included: Yes
Qualification: ITIL® Planning, Protection and Optimization Certificate


The ITIL® Planning, protection and optimisation course is one of the four phases of the ITIL® Capability cycle of courses. Where the ITIL® Lifecycle courses concentrate on the processes themselves, these courses also concentrate on the Management angle of the ITIL® Lifecycle.

Planning, protection and optimisation covers the purpose, objectives, value to the business, service design basics, scope and service design’s role within the ITIL® Lifecycle and the role of design coordination to ensure that what we deliver to our organisations meets their requirements and supports the outcomes they need to achieve to be successful.

This five-day course will take you through an explanation of these fundamentals and show how they drive the need for ensuring that during the design activities all aspects of the service and its requirements throughout its lifecycle are considered, and to facilitate the introduction of these services into supported environments ensuring quality service delivery, customer satisfaction and cost-effective service provision.

The course ends with a one and a half hour, scenario based, eight question multiple-choice exam, with the pass mark being 28/40 (70%). You will be appropriately prepared for this by our tutors throughout the course, and will sit two mock exams to raise your confidence levels.

About the courses

This course is made up of the modules listed below. Each module aims to help you understand each section and give you a full understanding of each subject.

  • Introduction – this initial unit of this course provides an introduction to the core concepts and terminology used in the lifecycle stages that are related to PPO. These include select processes from the Service Design and the Service Strategy lifecycle phases.
  • Capacity Management – this unit addresses how the process of Capacity Management contributes to PPO practices. The lifecycle phase emphasised in this unit is Service Design. It provides a complete overview of the objectives, scope and importance of Capacity Management as a process to generate business value.
  • Availability Management – this unit addresses how the process of Availability Management contributes to PPO practices. It provides a complete overview of the objectives, scope and importance of Availability Management as a process to generate business value.
  • IT Service Continuity Management – this unit covers the IT Service Continuity Management (ITSCM) process and how it contributes to PPO. It provides a complete overview of the objectives, scope and importance of IT Service Continuity Management as a process to generate business value.
  • Information Security Management – this unit covers how Information Security Management (ISM) process contributes to PPO practices. It provides a complete overview of the objectives, scope and importance of ISM as a process to generate business value.
  • Demand Management – this unit addresses how the Demand Management process contributes to PPO practices. The lifecycle phase emphasised in this unit is Service Strategy. It provides a complete overview of the objectives, scope and importance of Demand Management as a process, as well as of what activity based Demand Management and business activity patterns are.
  • Planning Protection and Optimisation Roles and Responsibilities – in this unit we look at how service roles and responsibilities contribute to PPO practices. In all the PPO focus areas, the key roles and responsibilities accountable for executing each process step are defined and discussed.
  • Technology and Implementation Considerations – this unit deals with technology and implementation considerations and how they contribute to PPO practices. The lifecycle phases emphasised in this unit are Service Design, Service Operation and Service Transition. Service Design is specifically used to identify good practices and evaluation criteria for technology and tooling elated to process implementation

Who Should Attend

This course will be applicable if you:

  • Are an individual who requires a detailed understanding of the Planning, Protection & Optimisation (PPO) processes and how they may be used to enhance the quality of IT service support within an organisation.
  • Are an IT professional working within an organisation that has adopted and adapted ITIL® but needs to be informed about and thereafter contribute to an on-going service improvement programme
  • Are a member of operational staff involved in the following areas who wish to enhance their role-based capabilities:
  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Demand Management
  • Individuals seeking progress towards the ITIL® Expert Certificate

Organisational Benefits

Service Design is the phase of the ITIL lifecycle responsible for the ensuring services are correctly designed to meet customer requirements to such an extent that they require minimal improvement during their lifecycle. To achieve this vision, Planning, protection and optimisation ensures the 5 elements of Service Design are correctly addressed during design activities, and takes a holistic view, to wit:

  • The design of new and changed services
  • The design of service management systems and tools
  • The design of technology architecture
  • The design of processes
  • The design of measurement systems, methods and metrics

Service Design provides guidance for the design of appropriate and innovative IT services to meet current and future agreed business requirements. Taking this holistic approach provides many benefits including;

  • Reduced total cost of ownership
  • Improved quality of service
  • Improved consistency of service
  • Ease the implementation of new or changed services
  • Improve service alignment with organisational requirements
  • Improve service performance
  • Improve IT Governance
  • Improve effectiveness of Service Management and IT processes
  • Improve information and decision making
  • Improve alignment with organisational values and strategies

The processes involved in the Planning, protection and optimisation course are as follows;

  • Capacity Management – Ensures that the capacity of IT services and Infrastructure meets the agreed capacity and performance-related requirements in a cost-effective and timely manner, meeting both for current and future requirements.
  • Demand Management – A critical aspect of service management – poorly managed demand is a source of risk to the organisation, while excess capacity is not cost-effective. Demand management is about influencing organisational demand for the services we provide, to make the most of existing resources – but to achieve this, we must understand when the demand is likely to occur, and what resources will be required to meet that demand.
  • Availability Management – One of the most critical parts of the warranty of a service. If the service does not deliver the levels of availability required, then the organisation will not experience the value that has been promised
  • IT Service Continuity Management – Support the overall Business continuity Management process by ensuring that, by managing the risks that could seriously affect IT services the IT service provider can always provide minimum agreed business continuity-related service levels.
  • Information Security Management – Is a management process within the corporate governance framework, which provides the strategic direction for security activities and ensures objectives are achieved. It also ensures risks are appropriately managed.

Individual Benefits

You will gain an understanding on how Planning, protection and optimisation forms the core of the Service Design stage of the ITIL® Lifecycle and works to try and ensure that designs meet organisational requirements (both now and in the future) and support the outcomes the organisation needs to achieve to be considered successful.

It will also become apparent from the training that any flaws in the service design activities will inevitably lead to a service that fails to meet the organisational needs and requirements, resulting in the need for remedial work being undertaken within the production environment, leading to dissatisfaction from the organisation, and additional workload for IT in trying to correct the design faults that exist.

By having a better understanding of the best-practice framework, and in this particular course, Planning, protection and optimisation, it will enable you to identify areas for improvement back at the workplace, and allow you to develop your current role further, and help you do your job better. The reward being advancement within your company and a potential to increase your salary!

Materials Provided

  • A full copy of all course slides, with room to make your own notes
  • A personal copy of the ITIL® Intermediate Capability Handbook – Planning, Protection & Optimisation
  • A full copy of the ITIL® Glossary and Acronym List
  • Course hand outs to aid further understanding, where applicable
  • Sample questions


Candidates are required to have completed the ITIL® Foundation Certificate in IT Service Management and have a minimum of two years relevant IT experience. Please note that as of May 2015 BCS requires evidence of this certificate. In order to sit the exam you must provide a paper photocopy of your ITIL Foundation Certificate – please ensure you bring this with you on the first day of your course. If you fail to do so you will NOT be able to sit the exam.


It is not compulsory but it is recommended that you purchase the following volumes:

  • ITIL® Service Strategy
  • ITIL® Service Design
  • ITIL® Service Transition
  • ITIL® Service Operation
  • ITIL® Continual Service Improvement

Exam Overview

The course ends with a 90 minute (30 minutes extra time for non-native English speakers) ‘closed book’ exam of a multiple-choice, scenario based, gradient-scored paper of 8 questions. Each question will have 4 possible answer options, one which is worth 5 marks, one which is worth 3 marks, one which is worth 1 mark, and one which is a distracter and achieves no marks.
The course does however give you 4 Credits towards the ITIL® Expert qualification.
The examination is taken on the afternoon of the 5th day.

Delivery options
All our courses are available both as public and as a closed group (company internal).

ELearning with Personal Coach

Do you know that you can take this course as a set of pre-recorded videos, at the convenience of your home and at any given time during day and night? To ensure you gain proper level of understanding we can offer you a personal coach.

Learn more here.

Next Steps

Once you have completed your training and passed your exam you have several options available to you for further study and career enhancement.

These include:

ITIL® Capability Modules

ITIL® Managing Across The Lifecycle

ITIL® is a Registered Trade Mark, and a Registered Community Trade Mark of the Cabinet Office, and is registered in the U.S. Patent and Trademark Office.

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