Course number HE632S

Delivery method
Remotely assisted instructional learning (RAIL)
Instructor-led training (ILT)
Onsite dedicated training (OST)

Special notes
This course includes the EXIN IPAD (ITIL Practitioner: Agree and Define ) exam.
Please ensure you have a copy of your ITIL Foundation certificate available, as HP will be requesting a copy prior to you attending class. Students who have not provided proof of Foundation certification prior to the class start will not be allowed to sit the exam administered at the end of class. An exam only expense will be incurred to take the exam at a later date. Since Foundation certificates can take anywhere from 2-6 weeks to receive after passing the exam, please take this time delay into account when scheduling this Practitioner class.

Course overview
This 5-day course focuses on the implementation and management of the Agree and Define processes and functions that are responsible for achieving control and stability within an IT infrastructure and include effective Service Level and Financial Management. It consists of 4 days of lectures and hands-on activities and one day of exam review with exam. The course will include individual and group assignments required for certification as well as homework.

Prerequisites
ITIL Foundation Certification: either v2 (H1846S ITIL Foundation for Service Management) or v3 (HF421 ITIL v3 Foundation)

Audience

• IT staff responsible for the agreement and definition of IT services, especially those who will participate in managing, organizing and optimizing the Agree and Define processes in an IT Service organisation which has implemented, or started to implement, ITIL based Service Level Management and/or Financial Management processes
• IT staff requiring training in order to perform in a Service Level or Financial Management role and who require a formal qualification
• Service managers who want to develop their practical knowledge about the Service Level and Financial Management processes as described by ITIL (IT Infrastructure Library)
• Business analysts and other ITIL process managers with interest in the service level and/or Financial Management processes

Course objectives

• Upon completion of this course participants will be able to understand best practices in managing, organizing and optimizing the processes of Service Level and IT Financial Management and be able to relate how these processes contribute to the quality of IT services
• Take and pass the ITIL Practitioner Agree and Define (IPAD) Certification exam that consists of the clustered disciplines of Service Level and Financial Management

Next steps
ITIL Manager in IT Service Management courses: IT Service Support + IT Service Delivery and ITIL Service Manager one day Exam preparation

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
• Develop sufficient knowledge for the IPAD exam
• Use Service Level Management functions to maximize company bandwidth
• 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
• Brief refresher on ITSM

Service Level Management - Implementing

• Service Level Management objective
• Planning for Service Level Management
• Creating the Service Catalog
• Define Service Level Agreements- Service Level Objectives, Service Level Requirements and Service Level Agreements- Operational Level Agreements and Underpinning Contracts
• Negotiate and agree on SLAs
• Implementing Service Level Agreements
• Delivering services according to agreements

Service Level Management - Maintaining

• Monitor SLAs achievements vs. targets
• Improving services delivered – Service Improvement Program (SIP)
• Quality of service parameters and performance reporting
• Management reporting

Service Level Management - Interrelationships and requirements

• Relationships and links with other ITIL processes
• Best practices and business benefits
• Common roadblocks
• Financial Management
• Objectives
• Components of Financial Management
• Scope of Financial Management
• Locking IT to the Business
• The role of the Business in Financial Management
• Financial Management’s relationship with other ITSM processes
• Core elements of Financial Management - budgeting
• Purpose of budgeting
• What budgeting is based on
• Estimating the cost of budget items
• Estimating the cost of workload dependent items

Core elements of Financial Management – IT accounting system

• Aims
• Financial organizations
• Cost models
• Cost types and elements
• Classifying cost elements
• Depreciation
• Apportioning IT costs
• Cost units
• Changes affecting costs
• Investment appraisal
• Return on investment
• Return on employed capital
• Total cost of ownership

Core elements of Financial Management – charging system

• Aims
• Charging policies
• Deciding chargeable items
• Pricing & pricing policies
• The internal market
• Differential charging
• Pricing flexibility
• Charging methods
• Types of billing
• When to charge
• Benefits of charging

Implementation - planning

• The project
• Feasibility study
• The project plan
• Designing the cost model
• Performance indicators
• Dependencies

Implementation - tools

• Tool assessment
• Internally developed vs. externally developed

Implementation - execution

• Documentation
• Preparation
• Awareness
• Piloting the system
• Monitor the system

Process control and management

• Measures for Financial Management – Key Performance Indicators (KPIs)
• Management reporting
• Auditing and audit checks

Course program

• Theory
• Exercises and presentations
• Exam preparation

Exam Information

• The exam, offered by EXIN, is a two hour multiple-choice paper based on a case study (provided during the exam). It consists of 40 questions and candidates need to achieve 65% or more (26 or more) to pass. It is a closed book exam. In addition candidates must complete, and pass, three in-course assignments
• ISEB does not offer this exam

• Upis u radnu knjižicu: ne
• Certifikat: ne
• Uvjerenje: ne
• In-house: ne
• Svjedodžba: ne
• Diploma: ne