ITIL Practitioner: Agree and Define – Course Content


1. Introduction to ITIL Agree and Define

  • Overview of ITIL framework
  • High level Agree and Define process relationships
  • Benefits

2. Service Level Management

  • Service Level Management activities
  • Managing Service Level Management
  • Organising Service Level Management
  • Optimising Service Level Management
  • Implementing Service Level Management

3. Financial Management

  • Process inputs and outputs
  • Financial Management activities
  • Roles and Responsibilities
  • Process Performance Indicators
  • Process relationships and Communication framework
  • Optimising the Financial Management process
  • Best Practice Implementation of Financial Management

4. Implementation of Agree and Define

  • Implementation framework
  • Creating a business case

5. Process Maintenance and Improvement

  • Process optimisation approach
  • Monitor and optimize
  • Plan and conduct audits
  • Process governance

6. Other Standards

  • ISO 20000
  • AS8015
  • AS8018
  • Six Sigma

7. Agree and Define Simulations – Webs R Us (Instructional) and Houses R Us (Confirmation)

  • Practice managing and organising the process in a simulated environment
  • Practice optimising the processes in a simulated environment
  • Understanding of interfaces and relationships between the processes
  • Understanding of the information flows between the processes