ITIL® is the world's foremost framework of IT Service Management. This course will prepare you for the ITIL® Intermediate Planning, Protection, and Optimization exam, and increase your skills in capacity, demand, security, and IT service continuity.
As an IT service provider, your company provides value to their customers in the form of services. In order to maintain that value you must always improve your services or add new services to your catalog. In this course, Planning, Protection, and Optimization for ITIL®, you'll learn intermediate level knowledge of how to properly design services to provide that value. First, you'll explore the processes of design coordination and demand management. Next, you'll discover how demand feeds both availability and capacity management. Finally, you'll learn how to design for IT Security and IT Service Continuity. When you're finished with this course, you'll have the skills and knowledge of planning, protection and optimization needed to design new or updated services for your business, as well as tips on how to pass the related ITIL® Intermediate exam.
Course Overview Hi everyone. My name is Chris Ward and welcome to my course, the ITIL intermediate capability module of Planning, Protection, and Optimization. I am an IT trainer and consultant at Chris Ward, LLC. I'm a project management professional, MCSE, an ITIL expert. Now when delivery IT services in today's world, it is vitally important to spend as much effort planning and desining new or updated services as it is to actually deliver those services. This course is an accredited course. To help you gain knowledge about the design and optimization side of IT Service management according to ITIL, as well as prepare you for that ITIL intermediate level exam for PPO. Some of the major topics we will cover include the primary areas of warranty in design, availability, capacity continuity and security. Understanding the roles of people that own or manage those associated processes. Technology considerations when implementing those processes. and of course, how to study and prepare for that ITIL exam. By the end of the course, you will understand the areas of warranty of a service and how it helps create value to your business and customers. Before beginning this course, you should be familiar with the ITIL Foundations Content. In fact, you must be ITIL Foundations Certified in order to take the ITIL intermediate level exams. Now from here, you should be comfortable diving deeper into ITIL with courses on Operational Support and Analysis. release control and validation, and perhaps, ultimately, the managing across the lifecycle course to prepare for ITIL expert I hope you'll join me on this journey to learn to IT Service Management and Design with the ITIL Planning, Protection, and Optimization course, here at Pluralsight.
Understanding the Principles of Capacity Management Hi everyone. Welcome to our next step in the journey through our ITIL Intermediate Capability course for Planning, Protection, and Optimization. I'm Chris Ward, your sultan of service management, ready to guide you through our module on the process known as capacity management. Now, this Service Design process is very closely linked with another process called demand management. So, make sure you take the time to watch these two modules back to back after your first time through the course. It will really give you some insights on both processes, and really help you decide which one of those processes are being discussed in the scenarios and the questions that you might face in that exam environment. So, what do we expect to cover in this module? Well, a few things. Number 1, the purpose and objectives of capacity management, knowing why we do it and why we use capacity management to improve the performance and availability of our IT services that are used for our businesses. We'll take a look at principles, policies, and basic concepts. Things like, well, how do we look at supply versus demand and how costs against the resources need to be balanced against what it is that we're trying to provide for the customer. Then we'll look at activities, methods, and techniques, both activities that might be more one-off, and then some activities that are more iterative, you're going to be doing them again and again. There are, of course, in any one of these processes, I know this is going to sound like we're having a little bit of deja vu here, but there is a trigger or triggers that start the process, there are inputs that we bring in to utilize in the process, and then there is going to be an output that we deliver at the other side of the process. And then finally, critical success factors, challenges, and risks of capacity management. So, let's begin.
Keeping the Lights on: IT Service Continuity Management Welcome back to the ITIL Planning, Protection, and Optimization course. I am Chris Ward, and I've got to tell you something, I was a little bit worried because my daughter told me the entire internet was down and that she couldn't play her favorite Xbox online game, but after stomping off in a typical 16-year-old frustrated gamer fashion, I tried as a good dad to explain to her that the entire internet is not broken. If that was the case, it would be a pretty bad day. But, with planning, protection, and optimization for our IT services, we do need to know what to do when something rather catastrophic happens. Now you might remember from our ITIL foundation days that service continuity, that's one of those four elements for the warranty of a service, that's the fit for use part of value, without continuity, the utility of the service can't be accessed, so it doesn't matter how fit for purpose it is, right? This is also an area where you can get a bit confused in a small, well-lit room because it sounds like another one of our processes, which is, of course, availability management. Well, there is plenty of similar concepts as we are going to see, but we're going to be taking a look at in this module the purpose and objectives of ITSCM, that's what I'm going to say instead of IT Service Continuity Management all the way through this entire thing. The principles, policies, and basic concepts, the activities, methods, and techniques, and here's something interesting, when do you invoke the ITSCM plan? Remember, at some point you have to pull the trigger, push the button, do whatever you need to do in order to get your services back up and running. We're also going to take a look at information management for ITSCM and how this is actually going to coordinate a little bit with business continuity management and where do these documents reside and where do we need to make sure that we're looking for those, and then the challenges and risks of ITSCM. So I'm going to go turn the internet back on and we're going to get started.
How Secure Is Your Service? Information Security Management If you're preparing to update one of your services or planning a new service, you know what, we live in a dangerous world, so check out many of our courses here at Pluralsight on security, and you're going to quickly see how important this aspect of your business should be at that top of the list of things to think about. And it's not just tech companies. I was speaking to a good friend of mine who runs a large landscaping firm here in Phoenix, and he told me about a recent ransomware attack that they had to deal with. The amount of money, time, and frustration that they had to deal with was immense. Guess what happened? One of their third-party vendors got hacked, and then those lovely people from India sent a modified PDF file posing as an invoice. Yeah, that's right. So as part of planning protection and optimization, we need to be very careful and have a good information security policy that protects our services and the businesses. So let's take a look at what we're covering in this module. We're going to look at the purpose and objectives of information security management; the principles, policies, and basic concepts; activities, methods, and techniques; the information management part of ISM; and then challenges and risks of information security management. And finally, we'll wrap it up with a little bit of review.
Planning for Capacity: Demand Management I'd like you to think about how IT services work. You have customers that are using the IT services you provide in order to meet the particular objectives that they might have. It could be a stock trading company that allows people to make trades online. So think about it. You have people using your services, and you provide services. In order for this to work, however, there must be an equal amount of provision for usage. Welcome to the process known as Demand Management. It is one of the most critical aspects of IT Service Management, and with it you help determine the capacity needs and investment of your company because obviously if you don't manage demand correctly it can cause an unequal relationship. You might invest big money into tons of capacity only to have underutilized, or you might pinch a penny or pence just to save a bit of money up front and then not have enough capacity for your customer's usage. So we're going to take a look at the purpose and objectives of Demand Management, principles, polices, and basic concepts such as Patterns of Business Activity and user profiles. We'll also see how the activities and techniques cannot only help project demand, but also control demand. Booyah! It's going to be good stuff. We're also going to see our usual triggers, inputs, and outputs, as well as focus on challenges and risks that are inherent in this vital process.
Whose Responsibility Is It? Roles and Responsibilities of the PPO Process Imagine yourself as the IT director of a major service provider. Well, perhaps you are the IT director of a major service provider, and you have begun to implement ITIL strategies and utilize the ITIL lifecycle, but when you begin to roll out the new initiatives it seems that everything is failing left and right. The processes are there, but no one seems to know when and how to get things done. One of the biggest mistakes organizations make when implementing ITIL is not assigning appropriate roles and communicating those roles and responsibilities to those people. Remember, processes are only as good as the people that are managing them. In this module, we're going to take a look at some generic roles in service management, which you are probably very much aware of if you've taken any other intermediate-level ITIL course, or even from ITIL foundations. Then we're going to take a look at the PPO-specific processes and their roles. One of the biggest things you're going to need to remember throughout this whole module is that typically in smaller organizations the process owners might also be the process managers, that's more real-world, but here we're going to concentrate on capacity management, demand management, availability management, ITSCM, and of course, ISM process managers. And then we're going to take a quick look about RACI charts and how they can make the difference between good and bad role communications.
Tools and Technology for PPO Processes While it is important to remember that it is people that perform most of these processes and procedures, let's face the facts that's it's technology and software that allow us to be IT service providers. I mean, come on, it's information technology infrastructure library, not human resources people library, ITIL not, uh, HURPL, or however you would say that. Technology is a huge factor in the quality and success of the services we provide these days. That can range from tools that are Enterprise-wide, email, video, conferencing, SharePoint, you know, all those things. Or it could be very specific tools that monitor manufacturing or enable other technologies to operate or maybe data mining capabilities. In any case, it's vitally important to have the right technologies to provide the warrantee needed to make our services fit for use. We're going to take a look at the technology to assist service design. How do we evaluate our technology? Also, good practices for process implementation, we'll also look at our typical challenges, CSFs, and risks, how to plan and implement these technologies, as well as the supporting service technologies that underpin what we are delivering to our customers.
Preparing for the ITIL® Intermediate PPO Exam Hi there everyone, it's the moment you've probably been waiting for since the beginning of this course, how do I prepare and pass this intermediate exam? If this is your first ITIL intermediate exam, this module is vitally important. If this isn't your first rodeo you'll definitely pick up a few pointers and be ready for the PPO. Don't forget that you need to go back through this course in order to write down some notes, read through some scenarios you can download, and really focus on what's important. We'll take a look in this module on the intermediate-level exam approach. Where to go for the downloadable materials, how to purchase and schedule the exam, and I will show you my approach to answering questions in that small, well-lit room. The good news is that many people utilize this method successfully, it's been tried and found true. Trust your friend Chris and other ITIL experts when we say, the method is the key to unlocking the intermediate exam.