This how to workshop
helps IT practitioners acquire the skills to plan
and implement the Agree & Define process areas
(Service Level & Financial Management). Delivered
over four days the course features lectures,
discussion, team exercises and quizzes. Highlights
of the program include producing a Agree and Define
process design, integration and technology
requirements plan.
Course Outline
Day 1
Continuous Service
Improvement
ITIL Concepts
Process Maturity
Framework
Process Concepts
Project Concepts
Process Guides
Goal-Question-Metric (GQM)
GQM Lab
Operating Level
Agreements
Day 2
Service Level Management
Managing Activities
Service Level Management
Organizing Activities
Service Level Management
Optimizing Activities
Service Level Management
Lab
Service Level Management
Activity Review
Day 3
Financial Management
Managing Activities
Financial Management
Organizing Activities
Financial Management
Optimizing Activities
Financial Management
Lab
Financial Management
Activity Review
Day 4
Communications Planning
Process Integration
Who Should Attend
Process owners, project managers,
process implementation team and managers responsible
for the successful implementation of ITIL processes.
Prerequisites
Participants must hold a ITIL
Foundation Certificate.
Exam
None
Reference Material
Each student will receive a
workbook. Other ITIL-related study material and
books are available for purchase prior to, or
during, the class.
