IT Infrastructure Library (ITIL®) is a collection of Best Practices for the management and delivery of IT services and IT infrastructure. Because of decades of constant revision, these Best Practices have become a de-facto standard for the IT departments of all types of organizations. These Best Practices cover key Service Management processes, such as Incident Management, Problem Management, Release Management, Change Management, Service Level Management, Financial Management, Service Continuity Management, and Availability and Capacity Management.  ITIL also recommends the concept of a Service Desk that is designed to improve the function of the conventional Help Desk. The core ITIL guidelines are currently available in a series of eight books. Our ITIL courses take an intensive, IT Process Competence training solutions approach. The courses provide the learner with the essentials of the best practices of ITIL processes adopted worldwide. We develop the courses using a customizable and integrated training program approach to enable a knowledge-driven learning process.

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 Service 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.

Optimizing

• 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 and performance.
• Participate in ongoing service management through the service review meetings.

Prerequisites

The Foundation Certificate in IT Service Management (based on ITIL®).

Before taking the Practitioner examination, the candidate must have attended accredited training and successfully completed the three required practical assignments.

It is recommended that the delegate should have at least two years practical experience in the field of the Agree and Define processes.

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.