ITIL® Intermediate: Planning, Protection & Optimization (PPO)

Course code: IPPO

Course description:

The ITIL® Planning, Protection & Optimization training is one of the Capability Stream modules. It can be treated as an independent training or as a step on the way to ITIL Expert certification.

The course familiarises participants with details concerning the maintenance and support of IT services and the problem analysis. Practical exercises are an integral part of the training. The training ends with a formal ITIL Planning, Protection & Optimization examination.

The training course is accredited by the APM Group Ltd.


The purpose of this training is to enable participants (who hold the ITIL Foundation certificate) to acquire practical skills related to the planning, protection, continuity, and optimization services.

This course will enable participants to:

  • understand the importance of best management practices in services,
  • learn the details of key processes, their operations, functions, roles, responsibilities, challenges, risks, and critical success factors:  
    • Capacity Management: ensuring a reasonable cost capacity and performance to adapt to business needs,
    • Availability Management: ensuring that the level of availability of the services provided meets or exceeds business needs,
    • Service Continuity Management: supporting the whole process, providing the necessary technical resources to allow resuming of services within the agreed deadlines,
    • Information Security Management: part of the overall corporate governance - a process that ensures that the business and IT security is balanced,
    • Demand Management: identifies patterns of business activity to allow for proper implementation of the strategy,
  • familiarize with risk management in the context of these processes,
  • understand the challenges and risks associated with technology-related key processes.

Target group:

This training course is designed for all who require a deeper knowledge of service management improvement best practices and effective process enhancement methods. It applies mainly to IT professionals working within organisations that adopted and customised ITIL best practices and who contribute to improving the quality of services. The course is also designed for operational staff involved in capacity management, availability management, IT services continuity management, information security management and demand management, and all those who want to effectively implement the roles associated with the implementation of these processes.    


Candidates wishing to be trained and examined for this qualification must hold either:

  • the ITIL Foundation Certificate in IT Service Management (V3 or 2011) or
  • ITIL V2 Foundation plus Foundation Bridge certificates or
  • ITIL Expert Certificate in Service Management obtained via ITIL V3 Managers Bridge examination


5 days


Examination includes 8 multiple choice scenario-based questions. Answers are worth 5, 3, 1 or 0 marks. The duration is 90 minutes. Examination is run in English. No books and other materials allowed.

Candidates completing an exam in a language that is not their mother tongue are entitled to have extra time to complete the exam and are allowed to use a dictionary. You must achieve 28 or more out of possible 40 marks (70%) to pass this examination.

Table of contents:

-- Day 1 --

  • Course Introduction,
  • Introduction to Planning, Protection and Optimization,
  • Capacity Management.

-- Day 2 --

  • Evening work debrief,
  • Demand Management,
  • Availability Management.

-- Day 3 --

  • Evening work debrief,
  • Availability Management – cont.,
  • IT Service Continuity Management.

-- Day 4 --

  • Evening work debrief,
  • Information Security Management,
  • Technology and Implementation Considerations.

-- Day 5 --

  • Evening work debrief,
  • Challenges, CSFs and Risks,
  • Revision and Exam Preparation
  • ITIL Intermediate Planning, Protection and Optimization examination



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We offer accredited training courses and exams in project, programme and portfolio management, risk management and IT service management.
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