LEARNING UNITS

1. Introduction to PPO
   • Purpose and objectives and value of service design
   • The lifecycle in context
   • Service design basics
   • The interfaces of design coordination with other processes related to PPO
2. Capacity Management
   • The purpose and objectives of the Capacity management process
   • The scope of the Capacity management
   • The importance of capacity management as a process to generate business value
   • Capacity management policies, principles and basic concepts
   • The main activities, methods and techniques that enable capacity management, and how they relate to planning, protection and optimization
   • The triggers, inputs, outputs and interfaces of capacity management and its interfaces with other processes
   • The capacity management information system and its role in information management
   • How the critical success factors and key performance indicators can be used to demonstrate the efficiency and effectiveness of successful capacity management
   • Challenges and risks of capacity management
3. Availability Management
   • The purpose and objectives of the process
   • The scope of the process
   • The importance of availability management as a process to generate business value
   • Availability management policies, principles and basic concepts
   • The main activities, methods and techniques that enable availability management and how they relate to PPO
   • The triggers, inputs, outputs and interfaces of availability management, and its interface with other processes
   • How availability management relates to information management
   • How the critical success factors and key performance indicators can be used to demonstrate the efficiency and effectiveness of successful availability management
   • Challenges and risks of availability management
4. IT Service Continuity Management
   • The purpose and objectives of the process
   • The scope of the process
   • The importance of ITSCM as a process to generate business value
   • ITSCM policies, principles and basic concepts
   • The main activities, methods and techniques that enable ITSCM, and how they relate to planning, protection and optimization, particularly stages 1-4 of the ITSCM lifecycle:
     • Initiation
     • Requirement and strategy
     • Implementation
     • Ongoing operation
     • Invocation of ITSCM
   • The triggers, inputs, outputs and interfaces of ITSCM, and its interface with other processes
   • Information management for ITSCM
   • How the critical success factors and key performance indicators can be used and applied to
     demonstrate the efficiency and effectiveness of successful IT service continuity management
   • Challenges and risks of ITSCM
5. Information Security Management
   • The purpose and objectives of the process
   • The scope of the process
   • The importance of information security management as a process to generate business value
   • Information security management policies, principles and basic concepts
   • The main activities, methods and techniques that enable this process and how they relate to
     planning, protection and optimization
   • The triggers, inputs, outputs and interfaces of information security management
   • Information security management and the security
   • Information management within the problem management process
   • How the critical success factors and key performance indicators can be used and applied to
     demonstrate the efficiency and effectiveness of successful information security management
   • Challenges and risks of ISM
6. Demand Management
   • Purpose and objectives of demand management
   • Scope of demand management
   • Value to business
   • Policies, principles and basic concepts
   • Process activities, methods and techniques of demand management
   • Triggers, inputs, outputs and interfaces
   • Information management and demand management
   • Critical success factors and key performance indicators
   • Challenges and risks of demand management
7. PPO Roles & Responsibilities
   • Process manager
   • Process practitioner
   • Capacity management process manager
   • Availability management process manager
   • ITSCM process manager
   • ISM process manager
   • Demand management roles
8. Technology & implementation considerations
   • The generic requirements for technology to assist service design
   • The evaluation criteria for technology and tooling for process implementation
   • The good practices for practice and process implementation
   • The challenges, critical success factors and risks related to implementing practices and processes
   • How to plan and implement service management technologies
   • The consideration for implementing technologies in supporting the processes within planning,
     protection andoptimization practice, in particular, designing technology architectures
9. Summary and directed studies
   • Review of key concepts
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