The examination IT Service Management Practitioner: Agree & Define (based on ITIL®) tests the essential elements required to qualify as a professional who specializes in the Agree & Define processes. The examination covers the Service Level Management and Financial Management processes.
 

The candidate should successfully have completed the practical assignments.

• Number of questions: 40
• Pass mark: 65 % (26 out of 40)
• Open book: no
• Electronic equipment permitted: no

Course Abstract: 

    In this course, students will learn how to manage, organize, and optimize 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 planning, implementation, and continual service improvement techniques specific to 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.

The key objectives of the Agree and Define Practitioner training are:

# Managing

• 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.

# Organizing

• 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.

# 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.

Course Objectives

At the end of this course, students 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

Audience

ITIL® Process Practitioners and Process Owners

Required Exam (for certification candidates)

Exin multiple-choice IPAD exam, (1 hour, 40 questions)

Required Knowledge:

• Before Practitioner exam, candidate must have attended accredited training & successfully completed 3 required practical assignments
• Recommended to have at least 2 years practical experience in Agree & Define processes
• ITIL® Foundation required