ITIL: Practitioner Agree and Define (IPAD) Certification

ITIL Practitioner Certificate Agree and Define (IPAD) Online Learning - 6 Reasons to Buy

1. Exin Accredited
2. Trainer Facilitated - on average 5 hours per course
3. One on One Support - you don't get that in class!
4. All 4 Clusters available - get ready for the ITIL Service Managers bridge.
5. Save $ 4000 on tuition fee by doing your ITIL cluster practitioner certification online
6. No Loss in billable hours, work during the day and study at night

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
• Organise the relationships between the Agree and Define processes
• Propose continuous improvements for the Agree and Define processes
• Optimise the Agree and Define processes

Course Benefits

Who Should Attend

Course Workshops

• 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 Content Introduction and Overview

• Planning and managing the key activities of the Agree and Define processes
• Service Level Management
• Financial Management
• Optimising 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

• Organising 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