– Planning, protection and optimization in the context of the service lifecycle
– Optimization of services – Fundamentals of service
design
– The role of design coordination within planning, protection and optimization

Basic concepts
– Purpose, goals and objectives of capacity management
– Methods and techniques
– Policies, principles and basic concepts of capacity management

Capacity management activities
– Using capacity management to contribute to quality assurance
– Capacity management information system
– Respecting cost and time constraints

Scope of availability management – Purpose and objectives
– Availability management in relation to planning, protection and optimization
– Enabling availability management through methods and techniques
– How is availability management availability creates business value

Concepts and activities
– Triggers, entry and exit to other processes
– Establish metrics to ensure the success of the process
– Demonstrate the effectiveness and efficiency of successful availability management

Continuity management to generate business value – Illustrate main activities
– Initiation
– Requirements and strategies
– Implementation
– Continuous operation

Main activities
– Policies and principles
– Ensuring quality assurance during the introduction of IT service continuity services
– Risk management
– Planning for restorations
– Policies and principles
– Difficulties and key success factors

– Analysis of the contribution of information security management to the quality assurance of new services
– How information security creates business value
– Align IT security with business security

Key activities for the implementation of information security management
– Methods and techniques
– Ensuring confidentiality, integrity and availability
– Key metrics to measure success
– Risks of security management information

– Service strategy and demand management
– Capacity / demand coupling
– Scope and objectives

Identify patterns of demand management
– Activities, methods and techniques
– Influence customer requests
– Manage service request
– Demand management techniques

– Define the key roles for the execution of each phase of the process
– Process manager and process practitioner
– Management of the capacity, availability and continuity of IT services and information security

– Generic requirements and evaluation criteria
– Functions and functionalities related to planning, protection and optimization, good implementation practices
– Considerations for the planning and implementation of service management technologies