The ITIL® Practitioner Agree & Define course focuses on how to respond more effectively to customer requests and issues as well as proactively prevent their occurrence. This includes being able to organize an effective Service Level and Financial Management environment. An interactive approach is used combining lecture, discussion and exercises.

Course Objectives:

• How to organize, manage and improve the Service Level Management and Financial Management for IT service processes
• Define and implement procedures related to these processes
• Gain in-depth knowledge of Agree & Define concepts
• Learn about specific tasks and responsibilities of Service Level Management and Financial Management
• Establish interfaces between Agree & Define processes and other processes
• Create reports and understand which KPIs are useful

Who should attend:
IT professionals wishing to extend their planning, monitoring, reporting and optimizing skills relative to activities in the Finance and Service Level Management processes.

Exam & Certification:
ITIL Practitioner Agree & Define

Delivery:
Instructor-led classroom or virtual classroom

Duration:
5 Days

ITIL Expert™:
Earn 3.5 credits

PMI PDUs:
Earn 35 PDUs

Prerequisites:
An ITIL Foundation certificate and preferably two years work experience in an IT Service Management environment.