Frequently Asked Questions

What is this course about? In this course, you learn to plan, manage and optimise the key activities for the Financial and Service Level Management processes. Through interactive workshops and practical assignments, you gain the skills necessary to successfully take the ITIL Practitioner Agree and Define (IPAD) Certification Exam, which is given on the final day of class. What is the ITIL Practitioner Certificate? The Practitioner Certificate is the next-level ITIL certification for those who have already obtained the ITIL v3 Foundation Certificate. IT professionals who are Practitioner-certified have in-depth and specialised knowledge of specific processes within IT Service Management. The Practitioner Certificate is for those responsible for planning, implementing and optimising the activities that belong to those processes. What background do I need to take this course? Course 187, ITIL® v2: Achieving Foundation Certification, or equivalent experience is assumed. The Foundation Certificate in IT Service Management is required to take the ITIL Practitioner Agree and Define Certification Exam. If you have the ITIL v3 Foundation Certificate, you are eligible to take the ITIL Financial and Service Level Management Certification Exam. However, it is preferred that you hold the ITIL v2 Foundation Certificate, as it provides better preparation for the ITIL v2 Practitioner exams. Who will benefit from this course? This course is valuable for professionals who participate in planning, implementing and optimising the IPAD processes, including: Process owners Operational staff IT managers and team leaders Project managers IT consultants Key business users Is the Practitioner Certification Exam included in the course? Yes. The Agree and Define Certification Exam is given at the end of the final day. Is this course accredited? Yes. EXIN, a worldwide accreditation, certification and qualification body, has accredited this course and the instructors who teach it as providing high-quality training in IT Service Management. How long is the ITIL Practitioner Exam? The Practitioner test is a multiple-choice exam. You are given two hours to complete the exam. What is required prior to taking the Practitioner Exam? The following are required in order to take the Practitioner Exam: You must possess the ITIL Foundation Certificate (v2 or v3) in IT Service Management, and You must have attended an accredited Practitioner training course in Financial and Service Level Management processes (Course 193). What pre-course preparation is required? The Service Delivery book will be sent to you several weeks prior to the course. You should review the chapters on Financial Management and Service Level Management. This generally takes attendees between 5 and 8 hours, depending on each individual's background. Is there much studying required during the course? An hour of after-course study each evening is expected. This study helps ensure you pass the Practitioner Exam and solidifies the knowledge you gain throughout the course. How much time is spent on each topic? Content Hours Introduction and overview 2.0 Planning the key activities 2.0 Exchanging information and initiating actions 2.0 Monitoring and reporting 2.0 Administering Service Level Management 7.0 Establishing Financial Management for IT services 7.0 Optimising the Agree and Define processes 2.0 Summary and review 5.0 Practical assignments 8.0 Times, including the workshops, are estimates; exact times may vary according to the needs of each class. How are the ITIL materials covered in the workshops? Approximately 60% of the course is spent in highly interactive workshops and practical assignments. These workshops and assignments offer you multiple opportunities to apply recently learned concepts and include practical exercises and practice exam questions. A case study is also employed to illustrate how effectively planning, implementing and optimising the Service Level and Financial Management processes can increase efficiency, reduce downtime and cost, improve quality and ensure customer satisfaction. Why should I take this course from Learning Tree? For over thirty years, Learning Tree has been dedicated to providing the finest management and technology training available. This course continues our commitment to that preeminent level of educational quality. Our ITIL-certified instructors move beyond the standard, "by-the-numbers" approach that other ITIL exam-preparatory courses offer, and instill a more complete and personalised approach toward learning ITIL Agree and Define processes. This method is designed to relate course topics to your real-world experiences and provide you with a better understanding of the material. How does this course relate to other Learning Tree courses? In addition to Course 187, ITIL® v2: Achieving Foundation Certification, you may also be interested in the following ITIL v2 courses: 188, ITIL® v2: Change, Configuration and Release Management Practitioner Certification  189, ITIL® v2: Service Desk, Incident and Problem Management Practitioner Certification  If you're interested in obtaining ITIL v3 certification, you might consider the following: 192, ITIL® v2-v3 Foundation Certification Bridge  197, ITIL® v3: Achieving Foundation Certification  991, ITIL® v3 Intermediate Qualification: Service Operation  992, ITIL® v3 Intermediate Qualification: Service Transition  993, ITIL® v3 Intermediate Qualification: Service Design  994, ITIL® v3 Intermediate Qualification: Continual Service Improvement  995, ITIL® v3 Intermediate Qualification: Operational Support and Analysis  996, ITIL® v3 Intermediate Qualification: Release, Control and Validation  997, ITIL® v3 Intermediate Qualification: Planning, Protection and Optimisation  998, ITIL® v3 Intermediate Qualification: Service Offerings and Agreements  Additional management courses that may be of interest include: 211, Introduction to Business Analysis: Defining Successful Projects  212, Building an Effective Business Case  289, Disaster Recovery Planning: Ensuring Business Continuity  290, Management Skills

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