ITIL v2 Practioner Agree and Define

You Will Learn How To

  • Prepare for and take the ITIL Practitioner Agree and Define (IPAD) Certification Exam
  • Plan key activities for the Financial and Service Level Management processes
  • Define the monitoring and reporting requirements of key performance indicators and achievements
  • Organize the relationships between the Agree and Define processes
  • Propose continuous improvements for the Agree and Define processes
  • Optimize the Agree and Define processes

Course Benefits
Successful implementation of Financial and Service Level Management ensures the timely delivery of agreed IT services and the cost-effective management of IT assets and resources. In this course, you learn how to plan, implement and optimize the Financial and Service Level Management processes. Through extensive workshops, you gain the skills necessary to take the ITIL Practitioner Agree and Define Certification Exam.

  • Developing a Service Level Agreement (SLA)
  • Producing and maintaining a Service Catalog
  • Defining the relationship between SLM and the other ITIL processes
  • Identifying how Financial Management impacts Total Cost of Ownership (TCO)
  • Planning and conducting system audits
Introduction and Overview

  • Identifying, planning and managing the key activities of the Agree and Define processes
  • Service Level Management
  • Financial Management
  • Optimizing the Agree and Define processes

Planning the Key Financial and Service Level Management Activities
Delivering IT services with Service Level Management

  • Planning to implement Service Level Management
  • Identifying potential costs, benefits, risks and issues
  • Determining the objectives and scope
  • Creating the Service Catalog

Managing IT assets and resources with Financial Management

  • Defining IPAD roles and responsibilities
  • Budgeting, IT Accounting and Charging
  • Financial Management support tools and techniques

Exchanging Information and Initiating Actions
Establishing information exchange with the other processes

  • Organizing the information exchange with customers, end-users and suppliers
  • Service Level Requirements (SLR)
  • Managing Service Improvement objectives: Plan, Do, Check, Act

Monitoring and Reporting

  • Monitoring the Agree and Define activities
  • Reporting the effectiveness and efficiency of the activities using Key Performance Indicators (KPIs)
  • Establishing metrics to monitor effectiveness

Maintaining the Procedures
Developing the procedures of the Agree and Define processes

  • Ensuring activities within the Agree and Define processes meet the objectives set
  • Defining KPIs and CSFs
  • Identifying audit requirements
  • Examining weaknesses and associated resolutions

Administering Service Level Management
Agreement formats and supporting documents

  • Service Level Agreement (SLA)
  • Underpinning Contract (UC)
  • Operational Level Agreement (OLA)
  • Aligning contracts with services
  • Defining the type and format of the SLAs: Multilevel, Service based and Customer based
  • The impact of OLAs and UCs on the overall agreement

Negotiating for various agreements

  • Identifying the Service Level Requirements for each service
  • Negotiating with the customer to match requirements to services available
  • Reviewing language within the SLAs
  • Maintaining the Service Catalog

Establishing Financial Management for IT Services
Planning future IT expenses with effective budgeting

  • The budgeting cycle and inputs into the budgeting process
  • Creating a budget for IT services
  • Monitoring, reviewing and reporting on budget performance

Financial analysis with IT accounting

  • Developing the IT Accounting System
  • Identifying and documenting cost types
  • Performing an Investment Appraisal: cost benefit analysis, return on investment, return on capital employed

Assigning costs with charging

  • Constructing the Charging System
  • Identifying Charging policies and Pricing options
  • Considering variable costs and charges

Creating financial reports

  • Accounting reports
  • Annual plans
  • Balance sheets
  • Charging policies
  • Data analysis and collection

Optimizing the Agree and Define Processes

  • Identifying and proposing service and process improvements
  • Planning and conducting audits
  • Managing the ongoing financial operations and performance
  • Participating in ongoing service improvement through service review meetings

Important Course Information

  • Successful completion of 3 practical assignments in class
  • The course fee includes the IPAD Practitioner Exam
  • The ITIL Foundation Certificate (v2 or v3) is required to take the IPAD Practitioner Exam, which is given on the final day

Comments on this entry are closed.