ITIL Practitioner: Agree and Define - Course Description


This practitioner course focuses on the implementation and management of the processes and functions involved in providing cost justifiable IT services that are aligned with the Customers needs. This course particularly focuses on Service Level Management and Financial Management. It is aimed at optimising the quality of services provided by IT organisations by responding to customer requirements in a cost justifiable manner.

 

Course work is completed in one five-day session during which participants will learn how to effectively implement, manage and optimise the Agree and Define processes in an organisation through interactive classroom training. Participants will be prepared to sit the associated EXIN certification examination.

Learning Outcomes

At the end of this course you will be able to:

 

  • Understand the ITIL model sufficiently to be able to develop, implement and manage an Integrated Service Level Agreement and Financial Management process.
  • Understand the practical aspects of creating a Service Catalogue, create and manage Service Level Agreements, Operational Level Agreements and Underpinning Contracts in order to meet customer expectations. At the same time Financial Management tracks budgets and service costs and if necessary charges to enable cots justifiable business decisions relating to the business requirements.
  • Take and pass the exam for the Practitioner's Certificate in Agree and Define.

Who Should Attend

This course is designed for ITIL Process Practitioners, ITIL Process Owners and any IT professionals who will participate in the managing, organising and optimising of one or more of the covered processes in their organisation.

Learning Method

This course is conducted as an instructor-led workshop and includes a combination of lectures and exercises. All the exercises make use of a case study to give the opportunity to implement ITIL and to improve IT Service Management within a 'real organisation'. Due to the practical nature of the practitioner roles, this course has a balance of 40% theory and 60% exercises to ensure concepts are understood precisely.

Pre-Requisites

  • The ITIL Foundation Certificate
  • Before taking the Practitioner examination the candidate must have attended accredited training and successfully completed the practical assignments. Candidates must provide their ITIL Foundation Certificate before sitting the Practitioner exam on day 5 of the course.