1. Introduction to Planning, Protection and Optimization (PPO):

• The value to the business of PPO activities
• The lifecycle within the PPO context
• The purpose and objective of service design as it relates to PPO
• The basic service design principles

2. Capacity management:

• The end-to-end process flow for capacity management, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other process
• A measurement model and the metrics that would be used to support capacity management within PPO practices
• The benefits and business value that can be gained from capacity management

3. Availability management:

• The end-to-end process flow for availability management, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other processes
• The benefits and business value that can be gained from availability management
• A measurement model and the metrics that would be used to support availability management within PPO practices

4. IT service continuity management (ITSCM):

• The end-to-end process flow for ITSCM, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other processes
• The four stages of ITSCM (i.e. initiation, requirements and strategy, implementation and on-going operation) and how each can be used to support PPO
• A measurement model and the metrics used to support ITSCM within PPO practices
• The benefits and business value that can be gained from ITSCM

5. Information security management:

• The end-to-end process flow for security management , including its design strategy, components, activities, roles and operation, its organizational structure and its interfaces with other processes
• A measurement model and the metrics that would be used to support security management within PPO practices
• The benefits and business value that can be gained from security management

6. Demand management:

• The end-to-end process flow for demand management, including its design strategy, components, activities, roles and operation, organizational structure and its interfaces with other
• Activity-based demand management as it relates to business and user activity patterns and how these contribute to core and service packages
• The benefits and business value that can be gained from demand management in support of PPO

7. Planning, protection and optimization roles and responsibilities:

• The roles and responsibilities related to capacity, availability, ITSCM and information security management, how they fit and are used within the service design organization to support PPO

8. Technology and implementation considerations:

• Be able Service management tools, where and how they can be used within PPO for process Implementation
• The types of tools that support service design as related to PPO
• What best practices should be used in order to alleviate challenges and risks when implementing service management technologies and designing technology architectures