Instructor-led training (
ILT)
Onsite dedicated training (
OST)
Price
USD $2,835
CAD $2,835
Special notes
This course includes the EXIN IPAD (ITIL Practitioner: Agree and Define ) exam. Please ensure you have a copy of your ITIL Foundation certificate available, as HP will be requesting a copy prior to you attending class. Students who have not provided proof of Foundation certification prior to the class start will not be allowed to sit the exam administered at the end of class. An exam only expense will be incurred to take the exam at a later date. Since Foundation certificates can take anywhere from 2-6 weeks to receive after passing the exam, please take this time delay into account when scheduling this Practitioner class.
Course overview
This 5-day course focuses on the implementation and management of the Agree and Define processes and functions that are responsible for achieving control and stability within an IT infrastructure and include effective Service Level and Financial Management. It consists of 4 days of lectures and hands-on activities and one day of exam review with exam. The course will include individual and group assignments required for certification as well as homework.
Prerequisites
ISEB, EXIN or APMG ITIL Foundation Certificate for IT Service Management:
Before taking the Practitioner examination included at the end of the course, the candidate must have attended accredited training (eg. this course) and successfully completed the three required practical assignments which are offered during the course.
It is advisable that the candidate has a minimum of one year’s general IT experience and at least one year’s experience with the ITIL processes of Service Level Management or Financial Management for IT Services, either as a practitioner, supervisor or manager
Audience
IT staff responsible for the agreement and definition of IT services, especially those who will participate in managing, organizing and optimizing the Agree and Define processes in an IT Service organisation which has implemented, or started to implement, ITIL based Service Level Management and/or Financial Management processes
IT staff requiring training in order to perform in a Service Level or Financial Management role and who require a formal qualification
Service managers who want to develop their practical knowledge about the Service Level and Financial Management processes as described by ITIL (IT Infrastructure Library)
Business analysts and other ITIL process managers with interest in the service level and/or Financial Management processes
Ways to save
Save with the HP Care Pack education service offerings
Upon completion of this course participants will be able to understand best practices in managing, organizing and optimizing the processes of Service Level and IT Financial Management and be able to relate how these processes contribute to the quality of IT services
Take and pass the ITIL Practitioner Agree and Define (IPAD) Certification exam that consists of the clustered disciplines of Service Level and Financial Management
Next steps
ITIL Manager in IT Service Management courses: IT Service Support + IT Service Delivery and ITIL Service Manager one day Exam preparation
Benefits to you
Learn how to base decisions about the services to be provided on assessments of cost- effectiveness, service by service
Learn how to make more business-like decisions about IT services and their relevant investments
Be able to plan and budget with confidence
Develop sufficient knowledge for the IPAD exam
Use Service Level Management functions to maximize company bandwidth
Effectively manage the relationship between parties involved in Service Level Agreements
Prepare, maintain, and negotiate Service Level Agreements for large and small business partners
Course outline
Introduction
Training objectives
Brief refresher on ITSM
Service Level Management - Implementing
Service Level Management objective
Planning for Service Level Management
Creating the Service Catalog
Define Service Level Agreements- Service Level Objectives, Service Level Requirements and Service Level Agreements- Operational Level Agreements and Underpinning Contracts
Negotiate and agree on SLAs
Implementing Service Level Agreements
Delivering services according to agreements
Service Level Management - Maintaining
Monitor SLAs achievements vs. targets
Improving services delivered – Service Improvement Program (SIP)
Quality of service parameters and performance reporting
Management reporting
Service Level Management - Interrelationships and requirements
Relationships and links with other ITIL processes
Best practices and business benefits
Common roadblocks
Financial Management
Objectives
Components of Financial Management
Scope of Financial Management
Locking IT to the Business
The role of the Business in Financial Management
Financial Management’s relationship with other ITSM processes
Core elements of Financial Management - budgeting
Purpose of budgeting
What budgeting is based on
Estimating the cost of budget items
Estimating the cost of workload dependent items
Core elements of Financial Management – IT accounting system
Aims
Financial organizations
Cost models
Cost types and elements
Classifying cost elements
Depreciation
Apportioning IT costs
Cost units
Changes affecting costs
Investment appraisal
Return on investment
Return on employed capital
Total cost of ownership
Core elements of Financial Management –
charging system
Aims
Charging policies
Deciding chargeable items
Pricing & pricing policies
The internal market
Differential charging
Pricing flexibility
Charging methods
Types of billing
When to charge
Benefits of charging
Implementation - planning
The project
Feasibility study
The project plan
Designing the cost model
Performance indicators
Dependencies
Implementation - tools
Tool assessment
Internally developed vs. externally developed
Implementation - execution
Documentation
Preparation
Awareness
Piloting the system
Monitor the system
Process control and management
Measures for Financial Management – Key Performance Indicators (KPIs)
Management reporting
Auditing and audit checks
Course program
Theory
Exercises and presentations
Exam preparation
Exam Information
The exam, offered by EXIN, is a two hour multiple-choice paper based on a case study (provided during the exam). It consists of 40 questions and candidates need to achieve 65% or more (26 or more) to pass. It is a closed book exam. In addition candidates must complete, and pass, three in-course assignments
Printable version
