itSM Solutions® LLC
itSM Solutions® is an accredited courseware and training provider (ACP/ATP) specializing in the development and delivery of ITSM training solutions for IT professionals. itSM Solutions® is also recognized by PMI® as a Global R.E.P. with many of our courses accruing Professional Development Units (PDUs).
Venue Options
- Public
Delivered at public training centers around the world, this instructor led classroom based, group mentoring solution incorporates an interactive curriculum and a live certified facilitator to help participants internalize the concepts of ITSM and ITIL while preparing for the exam.Click to list Public Classes and Schedules.
- Onsite
Delivered at your location, this instructor led, classroom based, group mentoring solution incorporates an interactive curriculum and a live certified facilitator to help participants internalize the concepts of ITSM and ITIL while preparing for the exam. (minimum 6 students)Click to list Onsite Classes.
- Webinar
Delivered at your location over the internet, this virtual classroom based, group mentoring solution incorporates an interactive curriculum and a live certified facilitator to help participants internalize the concepts of ITSM and ITIL while preparing for the exam.Click to list Webinar Classes.
- Online Mentor
Delivered at your location, this online, one-on-one mentoring solution incorporates a video based curriculum and a live certified mentor to help participants internalize the concepts of ITSM and ITIL while preparing for the exam. This option provides both training coordinators and student the maximum flexibility in pricing, scheduling, venue, learning time, book delivery, travel & expense and class size.Click to list Online Mentor Classes.
- Online Web
Delivered at your location, this online, web mentoring solution incorporates a web based curriculum to help participants internalize the concepts of ITSM and ITIL while preparing for the exam.Click to list Online Web Classes.
ITIL Process Consulting Workshop: Agree & Define
Course Description
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
- ITSM Concepts
- Process Maturity Framework
- Process Concepts
- Project Concepts
- Process Guides
- Goal-Question-Metric (GQM)
- GQM Lab
- Operating Level Agreements
- Day 2
- Service Level Management - Activity Review
- Service Level Management - Managing Activities
- Service Level Management - Organizing Activities
- Service Level Management - Optimizing Activities
- Service Level Management - Lab
- Day 3
- Financial Management - Activity Review
- Financial Management - Managing Activities
- Financial Management - Organizing Activities
- Financial Management - Optimizing Activities
- Financial Management - Lab
- Day 4
- Communications Planning
- Process Integration
Who Should Attend
Process owners, project managers, process implementation team and managers responsible for the successful implementation of ITSM processes.
Prerequisites
Participants must hold a ITIL Foundation Certificate.
Exam
None
Reference Material
Each student will receive a workbook. Other ITSM-related study material and books are available for purchase prior to, or during, the class.