ITIL Practitioner: service level and financial management

Special note

This course combines several ITIL modules into a single course. The exam institutes (EXIN and ISEB) have both indicated that they will be creating clustered certification exams that cover these combined topics, however have not supplied any formal date when those exams will be available. HP does not expect the new exams to be available during 2005 or 2006. As a result, HP does not schedule this class for public sessions, since no corresponding certification exam is available. Students interested in certification should look at the single module topic courses, some of which are scheduled for public sessions. Any of HP's ITIL Practitioner courses are available for dedicated audiences (usually 8 students or more) at your site or ours. For more detailed information about ITIL Practitioner exams, please read our FAQ at http://www.hp.com/education/sections/itsm_faq_itil_prac.html

Course overview

The course helps participants understand the tools and techniques for defining and delivering services at the appropriate levels while controlling their underlying cost. It helps participants to prepare, maintain and negotiate service level agreements with the customer and teaches the methods and tools for identifying, charging and controlling IT costs. Participants will gain the knowledge to be able to prepare budgets and implement cost controls for an IT department.

Prerequisites

• Pre-requisite is ITIL Foundations (H1846S) and ITIL Foundations certification
• Passing performance on the Foundation Certificate in IT Service Management exam
• 2 or more years experience in IT Infrastructure Management

Audience

• IT professionals responsible for executing tasks within the service level and financial management processes
• Service level managers and financial managers who want in depth practical knowledge about the ITIL processes
• Any ITIL process manager who want indepth practical knowledge of these processes
• Employees and managers responsible for executing and managing the tasks for the specific ITIL processes, within their organization

Ways to save

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.
• Use service level management functions to maximize company bandwidth.
• Identify links to other ITIL processes.
• 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
• ITIL introduction
• ITSM reference framework
• IT service support
• Service level management
• Service Level Management objectives
• Planning for service level management
• Implementing and measuring service level agreements
• Relevant aspects
• Service level agreements (SLAs) contents and structures
• Operational level agreements (OLAs)
• Underpinning contracts
• Negotiation
• Monitoring service level achievement
• Measurement and reporting
• Financial management
• Financial management objectives
• Budgeting
• Accounting
• Charging
• Relevant aspects
• Measures for financial management
• Controlling budgets
• Investments
• Fixed versus variable; direct versus indirect
• Availability management database
• Relationships between budgeting and accounting
• Choosing charging strategies
• Controlling charging
• Calculating the cost of services
• Management reporting
• Implementation
• Relation with other processes
• Best practices and business benefits
• Common roadblocks
• ITIL links
• Recognizing links with other ITIL disciplines
• Ensuring effective service management process
• Course program
• Ongoing recaps
• Exercises and presentations