ITILNew “Cluster” Certificate combining:

Service Level ManagementFinancial Management

PractitionerAgree and Define

This new ITIL Practitioner Certificate is one of three “Cluster” certificates specially designedto meet the current needs of IT service management professionals and practitioners. Thepreviously separate Practitioner Certifications in Service Level Management and FinancialManagement have been combined into the one qualification collectively named Agree and Define.

In this 5-day course learn how to implement, manage and optimise the Agree and Defineprocesses in your organisation by optimising the quality of services provided by IT organisations by responding to customer requirements in a cost justifiable manner.

ITIL Practitioner – The Next Step for ITIL Professionals

Vers. 2.7

N E W C E R T I F I C AT E C O U R S E

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This 5 day practitioner course focuses on the implementation and managementof the processes and functions involved in providing cost justifiable IT servicesthat are aligned with the Customers needs. This course particularly focuses on Service Level Management and Financial Management. It is aimed atoptimising the quality of services provided by IT organisations by responding to customer requirementsin a cost justifiable manner.

Course work is completed in one five-day session during which participants will learn how to effectivelyimplement, manage and optimise the Agree and Define processes in an organisation through interactiveclassroom training. Participants will be prepared to sit the associated EXIN certification examination.

© ALC Training Pty Ltd. All rights reserved. Vers. 2.7www.alctraining.com.au

Learning OutcomesAt the end of this course, you will be able to:

■ Understand the ITIL model sufficiently to be ableto develop, implement and manage anIntegrated Service Level Agreement andFinancial Management process.

■ Understand the practical aspects of creating aService Catalogue, create and manage ServiceLevel Agreements, Operational LevelAgreements and Underpinning Contracts inorder to meet customer expectations. At thesame time Financial Management tracks bud-gets and service costs and if necessary chargesto enable cots justifiable business decisionsrelating to the business requirements.

■ Take and pass the exam for the Practitioner'sCertificate in Agree and Define.

Who Should AttendThis course is designed for ITIL ProcessPractitioners, ITIL Process Owners and any IT pro-fessionals who will participate in the managing,organising and optimising of one or more of thecovered processes in their organisation.

Learning MethodThis course is conducted as an instructor-led work-shop and includes a combination of lectures andexercises. All the exercises make use of a casestudy to give the opportunity to implement ITILand to improve IT Service Management within a'real organisation'. Due to the practical nature ofthe practitioner roles, this course has a balance of40% theory and 60% exercises to ensure conceptsare understood precisely.

Pre-requisites■ The ITIL Foundation Certificate.

ITILPractitionerService Level Management and Financial Management

ITIL Practitioner – The Next StepFor ITIL Professionals The new ITIL “Cluster” Practitioner Certificatesrepresent an important step for anyone serious aboutITIL. Until now the choices have been very limited.Past the entry-level Foundation Certificate you coulddo individual Practitioner Certificates - there are atleast 10 of them, a cumbersome and unattractiveoption. Or else you could take on the ITIL Manager’sCertificate - a heavyweight qualification too dauntingfor most, with 11 days of training and six hours ofwritten exams.

The new “Cluster” Practitioner Certificates provide anideal “in between” solution for many ITIL professionals.By grouping individual Practitioner modules accordingto functionality they provide Certifications that areboth relevant and substantial. Training is completed in5 days, which includes a 2-hour multiple-choiceexam. For more details about ITIL “Cluster”Practitioner please email learn@alctraining.com.au

Course InstructorThis course is presented by ALC in association withLucid IT Pty Ltd, well known as a leading provider ofprofessional management, consulting and educationalservices in IT Service Management and as Australia'smost experienced practitioner of ITIL. Lucid IT bringsto bear a practical, holistic approach towards processimplementation with a strong focus on the delivery ofresults using best practices such as ITIL, MOF, Prince2,Kotter and Balanced Scorecard

In-House TrainingThis and other ALC courses are available for private presentation, either on your own premises or “off-site”.There are many advantages to in-house training.Please contact ALC for a quotation and to discussyour requirements. Telephone 1300 767 592 or emaillearn@alctraining.com.au

© ALC Training Pty Ltd. All rights reserved. Vers. 2.7

1 Introduction toITIL Agree and Define

■ Overview of ITIL framework■ High level Agree and Define process

relationships ■ Goals and Benefits

2 Service Level Management

■ Service Level Management activities■ Developing a Service Catalogue■ How to set up Service Level Agreements■ Vendor Management■ Measuring and reporting on service

achievements■ Service Improvement Plan■ Implementing Service Level Management

3 Financial Management

■ Financial Management activities■ Budgeting and Accounting for IT Services ■ Charging for services to customers■ Relationship with Service Level Management ■ Optimising the Financial Management

process■ Best Practice Implementation of Financial

Management

4 Implementation of Agree and Define

■ Creating a business case■ Implementation framework

5 Process Maintenanceand Improvement

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

6 Other Standards

■ ISO 20000■ AS8015■ AS8018■ CobiT 4.0

7 Agree and Define Simulations

■ Practice managing and organising theprocess in a simulated environment

■ Practice optimising the processes in asimulated environment

■ Understanding of interfaces and relationships between the processes

■ Understanding of the information flowsbetween the processes

ITILPractitionerAgree and Define

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Course Contents

Exclusive ITIL SimulationA special feature of this course is the ITIL Simulationsession exclusively developed by Lucid IT. This sessionprovides additional knowledge and experience in themanagement issues of running an IT organisation andthe implementation of ITIL.

ExaminationThe Practitioner Certificate in IT Service Management– Agree and Define is awarded to those who have successfully completed this course and achieved a scoreof 65% or better on the two-hour multiple choiceexamination based on a case study presented duringthe course.

EXINEXIN is an independent globally-recognised institutededicated to defining educational standards and devel-oping and organising examinations in all major areas ofInformation Technology. EXIN is well-known for its ITILcertificates in IT Service Management and plays animportant role in the development of internationalqualification standards. EXIN offers true objectivitybecause it does not conduct courses itself and is notaffiliated with any organisation that does. For moreinformation refer www.exin-exams.com

ITIL Education Program

ITIL EssentialsThis 3-day “flagship” course is the ideal starting point for anyone interestedin ITIL. It provides a comprehensive insight into the 11 most important ITService Support and Delivery processes and leads to the FoundationCertificate in IT Service Management.

ITIL Executive OverviewThis one-day course shows how a vision for IT Service Management canbe developed and how ITIL can facilitate IT-Business alignment. Availableon an in-house basis only.

Implementing ITILTwo-day course for those who have learned about ITIL and now need toimplement ITIL in their organisation. The course answers the countlessquestions people have asked and issues they have faced when embarkingon an ITIL implementation.

IT Service Manager Masters CourseThis program comprises 4 modules over 12 intensive days and is designedto ensure that participants truly master ITIL. It leads to the Manager’sCertificate in IT Service Management, the premium service managementqualification in the world today.

ITIL Practitioner: Release and ControlFive-day course replaces the independent Change Management, ReleaseManagement and Configuration Management Practitioner Courses. Youwill learn how to implement, manage and optimise the CRC processes inan organisation through interactive classroom training.

ITIL Practitioner: Support and Restore Five-day course replaces the independent Service Desk/IncidentManagement and Problem Management Practitioner Courses. You willlearn how to implement, manage and optimise the SIP processes in anorganisation through interactive classroom training.

ITIL Practitioner: Agree and Define Five-day course replaces the independent Service Level Management andFinancial Management Practitioner Courses. You will learn how to implement, manage and optimise the Agree and Define processes in anorganisation through interactive classroom training.

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FEES: (per delegate) FEE GST TOTALITIL Practitioner Course + Exam A$ 3850 385 4235Refer to Website Schedule for current dates.

VENUE: The course will be held at a high quality centrally-located hotel.Full details will be on your confirmation letter and can also be found onour web site.COURSE INFORMATION: The course is held from 9.00am to 5.00pmwith registration from 8.30am. Fees include lunch, refreshments all coursematerials and Practitioner exam.

TERMS and GUARANTEE: To ensure your admission to the course, fees are payable in advance. To guarantee your satisfaction we of fer amoney-back or full credit policy. Details will be on your confirmation letterand our website. Cancellations with full refund will be accepted up to10 working days before the course. After that time no refunds can be given, butsubstitutions may be sent at any time.

COURSE DETAILS

ENROLMENT FORM - ITIL Practitioner: Agree and Define

ALC Training is a leading provider of quality IT training for business and government in the Asia-Pacificregion. ALC courses are held in Australia, New Zealand, Hong Kong, Malaysia and Singapore. ALC specialises in the three leading best-practice frameworks: ITIL for IT Service Management, PRINCE2for Project Management and SABSA for Security Management. ALC has no affiliations with vendors ofsoftware or hardware and provides completely independent unbiased education.

HOW TO REGISTER

Fax the Enrolment Form below to:

Fax: (02) 9388 9100Any queries please call Customer Service

Tel: 1300 767 592Post the completed Enrolment Form to:

ALC Training Pty LtdSuite 1101a HCF House

1 Newland Street, Bondi Junction NSW 2022

Send your details by email

learn@alctraining.com.au

Register Online

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ALC offers a comprehensive training program in ITIL at all levels – Foundation, Practitioner and Masters. Ourcourses are taught by leading practitioners with extensive “real world” experience. You don't get just the theory.

For more information on ITIL refer towww.alctraining.com.au or www.ogc.gov.uk