The Planning, Protection & Optimization (PPO) Capability cluster enables the organization to introduce Capacity Management, Availability Management, IT Service Continuity Management, Information Security Management, Demand Management and Risk Management processes as an integral part of its overall business-focused Services Framework.

The purpose of Planning, Protection & Optimization is to obtain knowledge on ITIL terminology, process structure, roles, functions and activities that will enable role-focused capability and competency in support of the Service Lifecycle approach as described in ITIL.

PPO provides practical guidance on the design and implementation of an integrated end-to-end processes based on proven industry best practice guidelines.

This document describes the contents of the Planning, Protection & Optimization Toolkit. The information found within the toolkit is based on the ITIL Version 3 framework, focusing on the processes found with the PPO Capability cluster.

The toolkit is designed to answer a lot of the questions centered around these processes, and to provide you with useful guides and user-friendly templates.

There are also bonus additional resources that will enable you to improve your current policies, procedures and process maturity.

The toolkit serves to act as a starting point. It will give you a clear path to travel. It is designed to be a valuable source of information and activity.

There are a total of 84 documents in this toolkit.

They are broken up in to six main folders. Within each of the folders, there are documents that can be used in the education, assessment, implementation and management of the specific process areas.

There are a variety of document styles found within this toolkit such as PowerPoint presentations (8), Word Documents (71) and Excel documents (5).

Folder 1: Demand Management

Demand Management is one of the most integral processes in the ITIL version 3 framework. Start by viewing the presentation to familiarize yourself with the process, terminology, activities and essential concepts. The Demand Management Review Document is an excel spreadsheet designed around the specifics of the process. This can be used to assess your organization’s current process maturity against the ITIL framework, and to identify gaps for areas of improvement and attention. The additional documents are resources that you can use within your own organization, or as a template to help you prepare your own bespoke documentation, to aid the implementation and maintenance of the Demand Management process.

Below is an itemized list of the documents.

Folder 1 Documents:

• Demand Management Presentation
• Objectives and Goals
• Policies Objectives and Scope
• Reports KPI's other metrics
• Business Justification Document
• Business and IT Service Mapping
• Implementation Plan – Project Plan
• Communication Plan
• Demand Modeling
• Demand Management Review Doc

Folder 2: Capacity Management

Following on from Demand Management in the Service Strategy phase, is Capacity Management, the Service Design process that is responsible for meeting the current and future capacity and performance demands of the customer regarding IT service provision are delivered against justifiable costs.

This folder is packed full of resources which will help guide you through implementing, improving and maintaining this essential process within your organization, including specific roles and responsibilities, as well as plans for activities and deployment.

Below is an itemized list of these documents.

Folder 2 Documents:

• Presentation - Capacity Management
• Objectives and Goals
• Policies Objectives Scope
• Reports KPI's and Other Metrics
• Business Justification Document
• Business and IT Service Mapping
• Implementation Plan - Project Plan
• Communication Plan
• Typical contents of a Capacity Plan
• Capacity Management Process Manager
• Capacity Management- Roles & Responsibilities
• Capacity Review Doc

Folder 3: Availability Management

The Availability Management process optimizes the capability of the IT infrastructure, and supporting the organization to deliver a cost-effective and sustained level of availability that enables the business to satisfy its objectives.

These documents provide an introduction to the process and to the tools, systems and management that is required to ensure its success.

Below is an itemized list of the documents.

Folder 3 Documents:

• Availability Management Presentation
• Objectives and Goals
• Policies Objectives Scope
• Reports KPI's and Other Metrics
• Business Justification Document
• Implementation Plan - Project Plan
• Communication Plan
• Availability Requirements
• Component Failure Impact Analysis
• Recovery Template
• Service Outage Analysis
• Availability Management Process Manager
• Availability Management- Roles & Responsibilities
• Availability Management Review Doc

Folder 4: Information Security Management

The goal of the Information Security process is to align IT security with business security and ensure that information security is effectively managed in all service and Service Management activities.

This goal is divided between:

• Meeting external security requirements
• Meeting internal security requirements.

This folder is packed full of resources which help and guide you through creating/ implementing/ improving the process within your organization. Including, templates for Security auditing and incident management, roles and responsibilities and the review document for measuring process maturity and gap analysis.

Below is an itemized list of the documents.

Folder 4 Documents:

• Information Security Management Presentation
• Objectives and Goals
• Policies objectives scope
• Reports KPI's other metrics
• Business Justification document
• Implementation Plan_ Project Plan
• Communication Plan
• CRAMM
• Security Service Requirement
• Security Audit Template
• Security Incident Template
• Security Management - Roles and Responsibilities
• Security Process Manager Document
• Security Management Review Doc

Folder 5: IT Service Continuity Management

The role of the ITSCM process is to support the overall Business Continuity Management by ensuring that the required IT infrastructure and the IT service provision can be recovered within required and agreed business time scales.

Once again, the presentation shows an introduction to the process. The supporting resources consist of templates, example plans, strategies and recovery options that can be used in your own organization or as a template in creating your own bespoke documentation.

Below is an itemized list of the documents.

Folder 5 Documents:

• ITSC Management Presentation
• Objectives and Goals
• Policies objectives scope
• Reports and KPI targets and additional metrics
• Business Justification Document
• Implementation Plan_Project Plan
• Communication Plan
• Business and IT Flyers
• E-Mail Text
• Typical Contents of a Recovery Plan
• Business Continuity Strategy
• Business Impact Analysis
• Emergency Response Plan
• Environmental Architectures and Standards
• Example Business Impact Analysis
• Reciprocal Arrangements
• Salvage Plan Template
• Vital Records Template
• ITSCM Process Manager
• ITSCM- Roles & Responsibilities
• Continuity Review Doc

Folder 6: Risk Management

The role of Risk Management is to support the overall Business Risk Management by:

• Making conscious efforts to plan, organize, direct and control resources and activities.
• Minimizing the adverse effects of accidental loss at the least acceptable cost.

There are three presentations found within this folder: the first is an introductory presentation, that leads to the more detailed presentations of project management and specifically using the Prince2 methodology.

The supporting resources consist of templates, checklists, assessments and questionnaires that can be used in your own organization or as a template in creating your own bespoke documentation. In addition there is a Risk Management Framework document, which outlines the process involved in conducting a risk assessment and has been designed to better assist managers achieve their objectives, and to contribute to the continuous improvement of performance throughout the organization.

Below is an itemized list of the documents.

Folder 6 Documents:

• Risk Management Intro Presentation

• Risk Management - Project Management

• Risk Management - Prince2
• Checklist on assignment of risk ownership
• Conducting a Risk Management Review
• Generic Project Risk Assessment
• IT Risk Assessment Planning
• IT Risk assessment scoresheet
• Risk Assessment and Control Form
• Risk Assessment Template
• Risk Assessment Questionnaire
• Risk Management Framework
• Management of Risk Framework M_O_R