ITIL® Intermediate Certificate: Planning Protection & Optimisation (PPO)


This is one of the ITIL® Intermediate Level courses leading to the ITIL® Expert Certificate. You may refer to the official ITIL® Credit Profiler on suitable course combinations that will lead to the Expert certification.

The 5-day course immerses participants in the practical aspects of the ITIL® Service Lifecycle and processes associated with providing cost justifiable IT services that are aligned with the customer needs. The primary focus of this course is on the Capacity, Availability, IT Service Continuity, Information Security and Demand Management processes.

Upon successful completion of this course, you will earn 25 PDUs (PM: 25) that can be used to maintain your PMP® credential. Note that for the purpose of PDU reporting by those with PMP® credentials, the PMI REP Provider Number of ISS is “2339”.

Key Takeaways

  • How to understand and manage the customer needs
  • How to design IT services that will meet those needs

Who Should Attend

The course is designed for:

  • IT professionals involved in IT service management implementation and improvement programmes
  • IT professionals, business managers and business process owners involved in Capability, Availability, IT Service Continuity, Information Security and Demand Management processes


ITIL® Foundation v3 Certificate (or v3 Foundation Bridge certificate)

What Will Be Covered

  • Introduction and overview
  • Capacity management
  • Availability management
  • IT service continuity management
  • Information security management
  • Demand management
  • Challenges, critical success factors & risk
  • Planning, protection and optimisation roles and responsibilities
  • Technology & implementation considerations
  • PPO simulation


Lectures, discussions, class exercises, workshops, quiz and certification exam


International Participants/S'poreans/PRs

Full course fee


Exam fee


7% GST on full course fee and exam fee


Total nett fee payable, including GST


Exam & Certificate

Certificate of Completion

The ISS Certificate of Completion will be issued to participants who have attended at least 75% of the course.

Exam Overview

Examination will be conducted on the last day of the course. It comprises 8 multiple choice, scenario-based, gradient scored questions to be completed within 90 minutes. The passing mark is 70%.

Preparing for Your Course

NUS-ISS Course Registration Terms and Conditions

Find out more.

NUS-ISS and Learner’s Commitment and Responsibilities

Find out more.

WIFI Access

WIFI access will be made available. User ID and password will be provided in the participant’s kit.


Institute of Systems Science, NUS
25 Heng Mui Keng Terrace
Singapore 119615 

Click here for directions to NUS-ISS.

In the event of a change of venue, participants are advised to refer to the acceptance email sent one week prior to the commencement date.

Course Confirmation

All classes are subject to confirmation and ISS will send an acceptance email to participants one week prior to the commencement date. Confirmed registrants are to attend and complete all lectures, class exercises, workshops and assessments (where applicable). Additionally, all responses to feedbacks and surveys conducted by ISS and its partners must be submitted. All training and assessments will be delivered as described in the course webpage.

General Enquiry

Please feel free to write to or call 6516 2093 if you have any enquiry or feedback.


Mr. Harold Petersen

UXC Consulting View Profile >

Mr. Jamie Donoghue

VisionLed View Profile >

Course Resources

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