In this course, you'll learn to implement and manage the processes involved in delivering quality

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In this course, you'll learn to implement and manage the processes involved in delivering quality service at a justifiable cost to both the internal IT organization and to the customer. Learn planning, implementation, and continuous service improvement techniques specific to the Service Level Management and Financial Management processes. Unique to the clustered nature of this course, you'll be guided through the holistic interactions of the Agree and Define processes.

Please note: The ITIL Foundation certification is required to take the Practitioner exam. Proof of certification must be provided to Global Knowledge 20 days prior to the start of class.

Certification:
Practitioner's Certificate in Agree and Define Management


What You'll Learn:

Requirements and activities of an effective Service Level Management and Financial Management process
Areas where the Agree and Define processes can be improved
The interrelated nature of SLAs, OLAs, and UCs, and the requirements of the supporting technology required to monitor and verify attainment of service levels based on these commitments to service delivery
Budgeting, accounting, and charging techniques of Financial Management as it applies to IT services
Requirements of communication at the appropriate level with both customers and the IT organization
Contents of effective management reports based on Key Performance Indicators (KPIs) for the Agree and Define processes
How the Agree and Define processes relate with other Service Support and Service Delivery processes

Dates and Locations

April 28 - May 2: Raleigh, NC
May 12 - May 16: Washington, DC
June 2 - June 6: New York, NY
June 23 - June 27: San Francisco, CA
July 7 - July 11: Atlanta, GA
August 11 - August 15: Dallas, TX
September 8 - September 12: San Jose, CA
September 22 - September 26: Chicago (Schaumburg), IL
October 20 - October 24: Morristown, NJ
October 27 - October 31: Raleigh, NC
November 10 - November 14: Washington, DC
November 17 - November 21: San Francisco, CA
December 1 - December 5: New York, NY


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Format: Training Course Date: Jan 2008