ITIL 2011 Intermediate Module - Planning Protection & Optimisation (PPO)

The module focuses on the practical application of PPO practices in order to enable capacity, availability, IT service continuity, information security and demand management. The knowledge, interpretation and analysis of service management principles, techniques and relationships and their correct application to enable effective services planning, protection and optimization.

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The PPO course is designed to develop organizations’ and individuals’ understanding of the ITIL Service Design processes. It can help ensure that new and updated services, service management systems and tools, technology architecture, processes and measurement systems, methods and metrics are designed to meet user needs and will require little further change once introduced.

The Concept


The PPO course is designed to develop organizations’ and individuals’ understanding of the ITIL Service Design processes. It can help ensure that new and updated services, service management systems and tools, technology architecture, processes and measurement systems, methods and metrics are designed to meet user needs and will require little further change once introduced.

The ITIL Intermediate Qualification: Planning, Protection and Optimization (PPO) Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert Certificate in IT Service Management. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in service management as documented in the ITIL Service Lifecycle core publications. The ITIL Certificate in Planning, Protection and Optimization is intended to enable the holders of the certificate to apply PPO practices during the service management lifecycle and specifically in the following key ITIL process and role areas:

  • Capacity management
  • Availability management
  • IT service continuity management (ITSCM)
  • Information security management
  • Demand management

Target Candidate


The target group of the ITIL Intermediate Qualification: Planning, Protection and Optimization Certificate includes, but is not restricted to:

  • IT professionals
  • Business managers
  • Business process owners
  • Individuals who require a deep understanding of how the ITIL Certificate in the Planning, Protection and Optimization processes may be used to enhance the quality of IT service support within an organization
  • IT professionals who are working within an organisation that has adopted and adapted ITIL, and who need to be informed about, and thereafter contribute to, an ongoing service improvement programme
  • Operational staff involved in capacity management, availability management, ITSCM, information security management, and demand management, and who wish to enhance their role-based capabilities
  • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
  • Individuals seeking the ITIL Expert Certificate in IT Service Management for which this qualification can be one of the prerequisite modules
  • Individuals seeking progress toward the ITIL Master Certificate in IT Service Management for which the ITIL Expert is a prerequisite.

Qualification Learning Objectives


Candidates can expect to gain competencies in the following areas upon successful completion of the education and examination components related to this certification:

  • Service design in PPO and lifecycle context
  • Processes across the service lifecycle pertaining to the practice elements within planning, protection and optimization
  • Capacity management as a capability to realize successful service design
  • Availability management as a capability to realize successful service design
  • IT service continuity management as a capability to support overall business continuity management
  • Information security management as part of the overall corporate governance framework
  • Planning, protection and optimization roles and responsibilities
  • Technology and implementation considerations
  • Organizational roles relevant to PPO

And specifically in the following key ITIL process and role areas:-

  • Capacity management
  • Availability management
  • IT service continuity management
  • Information security management
  • Demand management
  • Challenges, critical success factors and risks for planning, protection and optimization

In addition, the training for this qualification will include examination preparation, including an opportunity for a mock examination.

The exam format is as follows:

  • The exam contains complex scenarios upon which the 8 examination questions will be based. 
  • All questions are contained within the Question Booklet and each question will clearly state the scenario to which the question relates. 
  • In order to answer each of the 8 questions, you will need to read the related scenario carefully. 
  • On the basis of the information provided in the scenario, you will be required to select which of the four answer options provided (A, B, C or D) you believe to be the optimum answer. 
  • You may choose ONE answer only, and the Gradient Scoring system works as follows:
  • Closed book
  • 90 minutes duration

• If you select the CORRECT answer, you will be awarded 5 marks for the question
• If you select the SECOND BEST answer, you will be awarded 3 marks for the question
• If you select the THIRD BEST answer, you will be awarded 1 mark for the question
• If you select the DISTRACTER (the incorrect answer), you will receive no marks for the question

In order to pass this examination, you must achieve a total of 28 marks or more out of a maximum of 40 marks (70%).