IT Service Management Practitioner: Agree & Define (IPAD) Course

This class is a combination of the Service Level Management and Financial Management processes. In five days you will learn to manage, organize and optimize the Service Level Management and Financial Management processes through interactive classroom training. The class teaches you to run IT like a business by developing process interfaces, building strong customer relationships, increasing service quality and applying proven fiscal practices.

This course could be subtitled Running IT as a Business as it addresses the concepts needed for operating a successful, cost-effective IT organization. The curriculum focuses on critical business skills such as defining and costing IT services to understanding, negotiating and meeting customer requirements. All levels of IT Management can benefit from the IPAD course.

Upon completion of this course, the participant will be able to:

> Define IT Services and Produce a Service Catalog
> Create Realistic IT and Customer Budgets
> Cost IT Services and Develop an IT Accounting and Charging System
> Draft, Negotiate and Execute Service Level Agreements
> Hands-on Application of the Process Activities through Assessed Practical Assignments
> Identify Opportunities to Continually Improve and Measure the Processes
> Take and pass the ITIL® Practitioner Agree and Define (IPAD) certification exam

IPAD EXIN CERTIFICATION:
Learners who successfully complete all in-class assignments will be equipped to earn their ITIL® Practitioner Agree and Define certification by achieving a passing score on a 120 minute, 40-question examination. The exam focuses on the learner’s ability to manage, organize and optimize the Service Level and Financial Management processes. Learners take their test on the final day of class. 

Day 1
Morning -
Course Introduction, Exam Requirement
What is Support and Restore, Process Refresh

Afternoon -
Case Study Introduction 
Group Exercise and Presentation

Day 2
Morning -
Review
Service Desk Theory

Afternoon -
Service Desk Practical Assignment
Service Desk Group Presentation and Feedback

Day 3 
Morning -
Review
Incident Management Theory

Afternoon -
Incident Management Practical Assignment
Incident Management Group Presentation and Feedback

Day 4 
Morning -
Review
Problem Management Theory

Afternoon -
Problem Management Practical Assignment
Problem Management Group Presentation and Feedback
 
Day 5
Morning -
S&R Relationships with other ITSM Processes
Exam Preparation

Afternoon -
Exam Preparation
ITIL® Practitioner Support and Restore Exam

Foundation Certification in IT Service Management
Practical experience in Related Field of Specialization
Successful Completion of In-Class Assignments

ITIL® is a Registered Trade Mark, a Registered Community Trade Mark of the Office of Government Commerce and is registered in the U.S. Patent and Trademark Office.