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ITIL® v2: Practitioner Agree and Define (IPAD) Certification

Course: 193   Type: Workshop   Duration: 5 Days
Quick Enrol  

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
Successful implementation of Financial and Service Level Management ensures the timely delivery of agreed IT services and the cost-effective management of IT assets and resources. In this course, you learn how to plan, implement and optimise the Financial and Service Level Management processes. Through extensive workshops, you gain the skills necessary to take the ITIL Practitioner Agree and Define Certification Exam.

Who Should Attend
Managers, operational staff and those who want to achieve ITIL Practitioner Agree and Define Certification. The ITIL Foundation Certificate (v2 or v3) is required to take the IPAD Certification Exam, which is given on the final day of class.

Course Workshops
Through extensive workshops, you gain knowledge of the Agree and Define processes. Workshops include:
  • 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 the Key Financial and Service Level Management Activities
Delivering IT services with Service Level Management
  • Planning to implement Service Level Management
  • Identifying potential costs, benefits and problems
  • Determining the objectives and scope
  • Creating the Service Catalogue
Managing IT assets and resources with Financial Management
  • Defining the roles and responsibilities
  • Budgeting, IT Accounting and Charging
  • Financial Management support tools and techniques
Exchanging Information and Initiating Actions
Establishing information exchange with the other processes
  • 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 and Reporting
  • Monitoring the Agree and Define activities
  • Reporting the effectiveness and efficiency of the activities using Key Performance Indicators (KPI)
  • Establishing metrics to monitor effectiveness
Maintaining the Procedures
Developing the procedures of the Agree and Define processes
  • Ensuring activities within the Agree and Define processes meet the objectives set
  • Defining KPIs and metrics
  • Auditing process requirements
  • Identifying weaknesses and associated resolutions
Administering Service Level Management
Agreement formats and supporting documents
  • Service Level Agreement (SLA)
  • Underpinning Contract (UC)
  • Operational Level Agreement (OLA)
  • Matching contracts to the services
  • Defining the type and format of the SLAs: Multilevel, Service-based and Customer-based
  • The impact of OLAs and UCs on the overall agreement
Negotiating for various agreements
  • 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 Catalogue
Establishing Financial Management for IT Services
Planning future IT expenses with effective budgeting
  • The budgeting cycle and inputs into the budgeting process
  • Creating a budget for IT services
  • Monitoring, reviewing and reporting on performance
Financial analysis with IT accounting
  • Developing the IT Accounting System
  • Identifying and documenting cost types
  • Performing an Investment Appraisal: cost benefit analysis, return on investment, return on capital employed
Assigning costs with charging
  • Constructing the Charging System
  • Identifying Charging policies and Pricing options
  • Considering variable costs and charges
Creating financial reports
  • Accounting reports
  • Annual plans
  • Balance sheets
  • Charging reportings
  • Data analysis and collection
Optimising the Agree and Define Processes
  • 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

Related Courses
ITIL® is a Registered Trade Mark of the Office of Government Commerce in the United Kingdom and other countries.
  

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ITIL® v2: Practitioner Agree and Define (IPAD)
Course Schedule
6 - 10 Oct, 2008
London
5 - 9 Jan, 2009
London
23 - 27 Mar, 2009
London
29 Jun - 3 Jul, 2009
London

Participants performing a Service Level assessment.

£ 1,995 - Standard Tuition
Savings Plans
£ 1,225 - 10-Day Training Pass
£ 915 - Flex-Training Passport
£ 1,460 - 10-Training Vouchers
£ 1,560 - 5-Training Vouchers
£ 1,795 - Alumni Gold Tuition

 
Important Course Information
  • Approximately 5-8 hours of pre-course preparation
  • 1 hour of home study each evening
  • Successful completion of 3 practical assignments in class
  • Each participant receives the ITIL Service Delivery book
  • The course fee includes the IPAD Practitioner Exam
  • The ITIL Foundation Certificate (v2 or v3) is required to take the IPAD Practitioner Exam, which is given on the final day
 
Special Course Promotions
Note for Passport and FlexPass Holders
An additional fee of £150 is applied for the examination when you use your Passport or FlexPass for this course.
 
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Customer Service or Enrol: 0800 282 353 or +44 1372 364610