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This new program replaces the individual Service Level Management and Financial Management for IT Services Practitioner courses.


 
Course Outline
Audience

· IT professionals and consultants responsible for implementing and/or executing tasks within the Service Level Management, and Financial Management for IT Services processes

· 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 organization which has implemented, or started to implement, ITIL based Service Level Management and/or Financial Management processes

· ITIL Service Level, and Financial Management for IT Services process owners and / or managers

· IT Service and Project Manager

· Senior technical and operational staff

· 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

· IT professionals and consultants working in the area of IT Service Delivery and / or IT operations

· IT customers responsible for the negotiation of quality services and related SLAs and contracts

· Customers, suppliers and staff requiring a formal qualification



Prerequisites
· Foundation Certificate in IT Service Management

· Practical experience in the field of Service Level Management, with basic Financial Management knowledge





Content and Objectives

Through a series of lectures designed at achieving a clear understanding the ITIL Best Practice model and in various practical, individual and group assignments and discussions, participants will gain the necessary knowledge enabling them to develop, implement and manage an integrated Service Level Management and Financial Management for IT Services function.



Program assignments are not only designed to provide participants with practical hands-on experience in developing, managing, organizing and optimizing effective processes, they also provide valuable re-utilizable models.

The program prepares participants to take and successfully achieve formal certification in the ITIL Agree and Define Practitioner Program



· IPAD program objectives

· Overview of the ITSM concepts, requirements, and ITSM Governance

· Introduction to ISO/IEC 20000 Service Management standard - key requirements and interpretation

· Business and Quality drivers

· The responsibilities of the Service Provider

· IT Service Management Principals

· Service Reporting

· Relationship Management and Communication



IT Service Management

· Planning an effective program of continuous improvement

o The project

o Feasibility study and business case

o Critical Success Factors (CSF)

o Launching a corporate-wide awareness campaign and on-going communication

o Dependencies and possible constraints

o The project plan - Aligning IT to the business

o Implementation (People, Process, Technology)

o Performance indicators

o Managing effective Service Improvement Program (SIP).



Service Level Management

· Planning an effective process

o Service Level Management goals and objectives

o Planning for Service Level Management

o Creating the Service Catalogue

o Define Service Level Agreements - Service Level Requirements and Service Specifications, Service Level Objectives and Service Level Agreements - Operational Level Agreements and Underpinning Contracts

o Negotiate and agree SLAs

o Implementing Service Level Agreements





· Managing the process

o Monitor SLAs achievements vs. targets

o Improving services delivered – Service Improvement Program (SIP)

o Quality of service parameters and performance reporting

o Management reporting

o Service Level Management - Interrelationships and requirements

o Relationships and links with other ITIL processes

o Best practices and business benefits

o Common roadblocks

o Recognize process improvement opportunities



Financial Management for IT Services

o Process goals and objectives

o Components of Financial Management

o Scope of Financial Management

o The role of the Business in Financial Management

o Financial Management’s relationship with other ITSM processes

o Possible challenges and consequences

o Recognize process improvement opportunities

o Critical Success Factors



Budgeting

o Purpose of budgeting

o Estimating the cost of budget items

o Estimating the cost of workload dependent items



Accounting

o Financial organizations

o Designing the cost model

o IT Costing

o Cost types and elements

o Classifying cost elements

o Depreciation

o Apportioning IT costs - directed / in-direct

o Cost units

o Changes affecting costs

o Investment appraisal

o Return on investment

o Total cost of ownership





Charging

o Defining the charging policy

o Deciding chargeable items

o Pricing and pricing policies

o The internal market

o Differential charging

o Pricing flexibility

o Charging methods

o Types of billing

o When to charge

o Benefits of charging

o Implementation - planning



Process Key Performance Indicators

· Understanding ITSM Process Key Performance Indicators (KPIs)

· Defining KPIs and relevant Metrics

· Identifying improvement opportunities



Planning the ITIL Agree and Define Function

· Planning considerations

· Preparation

· Awareness campaign and on-going communications

· Tool assessment and selection

· Required documentation and procedures

· The Agree and Define Function Organization

· Defining the roles

· Process Owner and Manager responsibilities

· Implementation

· Piloting the system

· Monitor the system

· Process control and management

· Management reporting

· Auditing and audit checks







Program Material

The Agree and Define Function program includes the following program material as well as a collection of valuable reference documentation:

· Program slide presentation

· ITIL Service Level Management and Financial Management for IT Services course notes and homework

· Sample examination questions and answers

· A collection of valuable documentation

o Selecting Process Owner and Manager considerations

o ITIL Process Owner and Manager responsibilities

o ITSM Responsibility Matrix

o Creating a Vision

o Setting Goals and Objectives

o ITSM Communications plan

o Sample Service Catalogue structure and segment

o Sample SLA development and template

o Sample OLA development and template

o ITIL acronyms and glossary

Prerequisites & Certificates
Pre-Requisites

Certificates offered


Cancellation Policy
Cancellations or postponements received more than ten business days prior to the first day of the course will be fully refunded less a $75 processing fee. The cost of the course is payable, in full, for any cancellations or postponements received within ten business days, or less, prior to the first day of the course.
Map & Reviews
Acend Corporate Learning
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Reviews
 

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Here are some reviews of the training vendor.
The course content was excellent ... if there was things that weren't relevant you could skip and spend more time on things that you needed to learn. Training provider was excellent as her skill level was superb and her communication skills were superb.
Reviewed by 2015
This course should have dual screens
Reviewed by 2015
I was not able to finish the whole entire course. When creating course training please make sure that it fits the allotted time (beginning to the end). We had two breaks and Instructor did not allow us to listen to the course. I had maybe another 10 mins to finish the whole course, but the Instructor said that it was 4:30pm and it is Ok and we can go home. It is not Ok not to be able to finish the course..
Reviewed by 2014
Mentored training actually worked quite well for me. The instructor is there in the room all the time, available if needed. A lot of material for one day, but I did manage to complete it without feeling too rushed.
Reviewed by 2014
It is not possible to complete a beginner's course in one day. There is a lot of information to absorb. It is wonderful that one can re-sit a session within a limited time.
Reviewed by 2013
To bottom line my feelings about the course: Course -- helpful but this comment is made with reservations. Instructor -- excellent !
Reviewed by 2013
The course material was far too heavy for the duration of the course. The material needs to be reduced so that students do not feel rushed or pressured with time, or the duration of the class needs to be extended.
Reviewed by 2013
Overall, the course has been well handled by the Training Provider. But i would expect that, somehow, there is a time allotted in the afternoon for more visible and face to face interaction between the TP and the whole class. Others may be asking questions that may not have been thought of by other learners but may be helpful.
Reviewed by 2013
Very impressed and would highly recommend.
Reviewed by 2013
The trainer was excellent...easy to talk to and very helpful and informed.
Reviewed by 2013
This was a very good learning environment. I prefer having an instructor present in case I have questions but also be able to work at my own pace.
Reviewed by 2013
I could have used some more time to go through the exercises in the sharepoint database.
Reviewed by 2013
re Instructor assessment. ques. are N/A as it was independant mentored study. Flash based training module had 1 hiccup where ctrl-b key was captured by OS and I had to hunt for alt-b to complete the module. Class mentor was unaware of flaw. I felt that the design of the module would have prevented me from completing the section if I was unable to locate alternative keystroke. Worthwhile day.
Reviewed by 2012
Course is very good but not enough time to complete the exercises. Should be at least another 1.5 hours longer.
Reviewed by 2012
Using the self-teaching method made for a more relaxed working environment. As the instructor's assistance was on a one-on-one basis I was not hesitate to ask questions.
Reviewed by 2012
Would prefer an instructor led (classroom) style of training over a computer based course.
Reviewed by 2012
I would suggest that the course manual contain more visual material (e.g. screen shots) versus words. The course was very well. I did not think I would like the on line method of training but I did. I also liked the fact that I could work through my lunch to complete the course earlier. I had to catch the go train so it worked better for me.
Reviewed by 2012
Susan was an excellent instructor, and was very helpful with providing extra "tips" not covered within the course material.
Reviewed by 2012
I only realized after completing 2 units thoroughly that there is not enough time allotted for a lot practicing. I would tell students in advance that getting through the videos and practicing later in your own time is recommended.
Reviewed by 2012
Enjoyed the flexibility of the "Modern Classroom" style of learning where you can move at your own pace and focus on what you need most. You can even move to the next chapter if you need help and the instructor is busy. Definitely dress warmly as the classroom was really over air-conditioned!
Reviewed by 2012
I loved the Adobe InDesign course but as a new user I felt there was so much material to cover and I wanted to take my time getting familiar with the program and learning about everything. I think if the class had been 2 days instead of 1 it would have been perfect!
Reviewed by 2012
Manual provided was totally different then computer training. Expected more hands on training instead of just watching an instruction video.
Reviewed by 2012
Great
Reviewed by 2012
The video - was not at all interactive - only concepts were presented. The manual completedly different from the video material. I have no objections to using different approaches but a course on any software must include interactive materials.
Reviewed by 2012
The course was set up in a way which was easy to follow. However, I thought there was a lot of information to take in the day. The instructor was very helpful and very knowledgeable.
Reviewed by 2012
The training provider, Melanie, was exceptional. She was very knowledgeable and sat with me personally for hands on training. I found the course to be long and difficult to complete in one day.
Reviewed by 2012
The amount of material was a little much (maybe an hour) to cover in the allotted time - but otherwise good.
Reviewed by 2011
The room was too cold for me. The Instructor was very helpful.
Reviewed by 2011
A co worker of mine, did not receive the certificate of completing the course. As well, I received a website to log to after the course for 30 days (The Online Support). Although the vendor ID number does not exisit. I have gone back to my contact at Last Minute Training, and haven't received any feedback from her. The course was good, the follow up, was the greatest service.
Reviewed by 2011
Would like to have access to the on-line training materials for this course for a period of time after course completion
Reviewed by 2011
Hi - the server crashed during my session and I would like to reschedule. Can someone contact me to do this?
Reviewed by 2011
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