Ashford Global IT
1800 Pembrook Dr. Suite 300
Orlando, Florida 32810
Toll Free: (888) 838-5498
Local: (407) 612-6999
ITIL® V2 Practitioner Course (Agree and Define)
We regret to inform you this class is no longer offered. However, here is a link to the more recent edition: ITIL® V3 Service Offerings & Agreements Capability Course.
This course replaces the independent Service Level Management and Financial Management Practitioner Courses. In five days you will learn how to manage, organize and optimize the Agree and Define processes in an IT Organization through interactive classroom training. This course focuses on the implementation and management of the processes involved in delivering quality service to the customer at a justifiable cost to both the internal IT organization and to the customer. This includes the planning, implementation and continuous service improvement techniques specific to the Service Level Management and Financial Management processes. Unique to the clustered nature of this course, the student is guided through the holistic interactions of the Agree and Define processes.
- Plan the key activities for the services Level Management and Financial Management processes
- Plan the exchange of appropriate information relevant to managing the Agree and Define processes
- Initiate actions to ensure the key activities in the Agree and Define processes meet the objectives set
- Report on the effectiveness and efficiency of the activities in the Agree and Define processes
- Organize the exchange of appropriate information with other processes
- Organize the exchange of appropriate information with Customers, end-users and suppliers
- Develop and maintain the procedures of the Agree and Define processes
- Define IT Services and maintain the Service Catalog
- Prepare the negotiation, agreement and maintenance of various agreements (SLA, OLA, UC)
- Participate in the budgeting activity
- Participate in the development of the IT Accounting System
- Participate in the development of the Charging System
- Participate in the creation of the financial reports
- Monitor and optimize the Agree and Define processes
- Propose service and process improvements, based on results of monitoring and/or reviews
- Plan and conduct audits of the Agree and Define processes
- Manage the ongoing financial operations andormance
- Participate in ongoing service management through the service review meetings
- The ITIL® Foundation certificate.
- Before taking the Practitioner examination, a candidate must have attended accredited training and completed the practical assignments successfully. (Accomplished by attending this course)
- Two years of relevant work experience.
Learning Objectives:
At the end of this course, you will be able to:
- Define the requirements and activities of an effective Service Level Management and Financial Management process
- Identify areas where the Agree and Define processes can be improved
- Describe the interrelated nature of SLAs, OLAs and UCs, and the requirements of the supporting technology required to monitor and verify attainment of service levels based on these commitments to service delivery
- Describe the budgeting, accounting and charging techniques of the Financial Management as applies to IT services
- Describe the requirements of communication at the appropriate level, with both customers and the IT organization
- Define the contents of effective management reports based on Key Performance Indicators for the Agree and Define processes
- Explain how the Agree and Define processes relate with other Service Support and Service Delivery processes
- Copy of visual aids used in the classroom
- Practice Exam and Assignments
- ITIL® Service Delivery (ISBN 0113300174)
- Up to 12 participants maximum (minimum 5 students)
- Classroom with U-shaped seating arrangement
- Minimum 1 break out area (for student discussions during practical assignements)
- Whiteboard
- Flipchart (2)
- Projector
In the event that a student does not successfully complete the certification exam:
- We will give a voucher for one exam re-take.
- Our instructors will be available to the student for questions.
- We will provide materials to assist the student's study for the exam.
- The student may re-attend an open enrollment class at no cost in preparation for the exam but will need to bring the class material from the original class.
