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1-800-THE-TREE (1-800-843-8733)
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ITIL v2: Practitioner Agree and Define (IPAD) Certification
Course: 193
Type: Course Workshop
Duration: 5 Days
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.Who Should Attend Managers, operational staff and those who want to achieve ITIL Practitioner Agree and Define Certification. The ITIL Foundation Certificate (v2 or v3) is required to take the IPAD Certification Exam, which is given on the final day of class.Course Workshop Through extensive workshops, you gain knowledge of the Agree and Define processes. Workshops include:
- 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
Course 193 Content
- Planning and managing the key activities of the Agree and Define processes
- Service Level Management
- Financial Management
- Optimizing the Agree and Define processes
- Planning to implement Service Level Management
- Identifying potential costs, benefits and problems
- Determining the objectives and scope
- Creating the Service Catalog
- Defining the roles and responsibilities
- Budgeting, IT Accounting and Charging
- Financial Management support tools and techniques
- Organizing the information exchange with customers, end-users and suppliers
- Project Service Availability (PSA)
- Service Level Requirements (SLR)
- Initiating actions to meet objectives: Plan, Do, Check, Act
- Monitoring the Agree and Define activities
- Reporting the effectiveness and efficiency of the activities using Key Performance Indicators (KPI)
- Establishing metrics to monitor effectiveness
- Ensuring activities within the Agree and Define processes meet the objectives set
- Defining KPIs and metrics
- Auditing process requirements
- Identifying weaknesses and associated resolutions
- Service Level Agreement (SLA)
- Underpinning Contract (UC)
- Operational Level Agreement (OLA)
- Matching contracts to the services
- Defining the type and format of the SLAs: Multi-level, Service based and Customer based
- The impact of OLAs and UCs on the overall agreement
- 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
- The budgeting cycle and inputs into the budgeting process
- Creating a budget for IT services
- Monitoring, reviewing and reporting on performance
- Developing the IT Accounting System
- Identifying and documenting cost types
- Performing an Investment Appraisal: cost benefit analysis, return on investment, return on capital employed
- Constructing the Charging System
- Identifying Charging policies and Pricing options
- Considering variable costs and charges
- Accounting reports
- Annual plans
- Balance sheets
- Charging reportings
- Data analysis and collection
- Proposing service and process improvements
- Planning and conducting audits
- Managing the ongoing financial operations and performance
- Participating in ongoing service management through service review meetings
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Important Course Information
Related Courses
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
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