ITIL Practitioner Agree and Define (IPAD) All-in-one SLA Exam Guide and Certification Work book; Define, Implement, Manage and Review Service Level Agreements ... level Management and Financial Management

214 Pages·2008·7.47 MB·English

by  Ivanka Menken

ITIL Practitioner Agree and Define (IPAD) All-in-One SLA
Exam Guide and Certification Work Book:
Define, Implement, Manage and Review Service Level
Agreements with Service Level Management and Financial
Management

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ITIL Practitioner: Agree and Define

Table of Contents

1 INTRODUCTION.........................................................................................................................5
2 GENERAL TERMS AND CONCEPTS..................................................................................15
3 INTRODUCTION TO SERVICE LEVEL MANAGEMENT..................................................37
4 INTRODUCTION TO FINANCIAL MANAGEMENT............................................................45
5 AGREE AND DEFINE..............................................................................................................53
5.1 MANAGING – PLAN AND INITIATE THE KEY ACTIVITIES FOR THE SLM AND FMIT
PRACTICES...........................................................................................................................................55
5.2 MANAGING – PLAN THE EXCHANGE OF APPROPRIATE INFORMATION RELEVANT TO
MANAGING THE SLM AND FMIT PROCESSES....................................................................................61
5.3 MANAGING – REPORT ON THE EFFECTIVENESS AND EFFICIENCY OF THE ACTIVITIES SLM
AND FMIT PROCESSES........................................................................................................................65
5.4 ORGANIZING – ORGANIZE THE EXCHANGE OF APPROPRIATE INFORMATION WITH
CUSTOMERS, END-USERS AND SUPPLIERS.........................................................................................71
5.5 ORGANIZING – DEVELOP AND MAINTAIN THE PROCEDURES OF THE SLM AND FMIT.......75
5.6 ORGANIZING – DEFINE SERVICES AND MAINTAIN SERVICE CATALOGUE............................77
5.7 ORGANIZING – PREPARE THE NEGOTIATION, AGREEMENT AND MAINTENANCE OF VARIOUS
AGREEMENTS (SLA, OLA, UC)..........................................................................................................83
5.8 ORGANIZING – PARTICIPATE IN THE BUDGETING ACTIVITY...............................................105
5.9 ORGANIZING – PARTICIPATE IN THE DEVELOPMENT OF THE IT ACCOUNTING SYSTEM..109
5.10 ORGANIZING – PARTICIPATE IN THE DEVELOPMENT OF THE CHARGING SYSTEM.........117
5.11 ORGANIZING – PARTICIPATE IN THE CREATION OF THE FINANCIAL REPORTS...............127
5.12 OPTIMIZING – MONITOR AND OPTIMIZE THE SLM & FMIT PROCESSES.........................131
5.13 OPTIMIZING – PROPOSE SERVICE AND PROCESS IMPROVEMENTS, BASED ON RESULTS
OF MONITORING AND REVIEWS..........................................................................................................135
5.14 OPTIMIZING – CONDUCT AUDITS OF THE SLM AND FMIT PROCESSES..........................145
5.15 OPTIMIZING – MANAGE THE ONGOING FINANCIAL OPERATIONS AND PERFORMANCE...151
5.16 OPTIMIZING – PARTICIPATE IN ONGOING SERVICE MANAGEMENT THROUGH THE SERVICE
REVIEW MEETINGS..............................................................................................................................157
6 ASSIGNMENTS......................................................................................................................177
6.1 ASSIGNMENT 1 – SERVICE LEVEL MANAGEMENT.................................................................179
6.2 ASSIGNMENT 2 – FINANCIAL MANAGEMENT FOR IT SERVICES............................................181
6.3 ASSIGNMENT 3 – SERVICE LEVEL MANAGEMENT AND FINANCIAL MANAGEMENT FOR IT
SERVICES...........................................................................................................................................183
7 ASSIGNMENT RESOURCES...............................................................................................185
7.1 COMPLAINT LETTER.................................................................................................................187
7.2 CASE STUDY – RECE SHOE COMPANY.................................................................................189
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ITIL Practitioner: Agree and Define

8 EXAM PREPARATION..........................................................................................................199
9 FURTHER READING.............................................................................................................213

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ITIL Practitioner: Agree and Define

1 INTRODUCTION

Welcome to this “Clustered Practitioner Program” from The Art of Service.

This program is fully accredited by the globally recognized accreditation agency for
IT Service Management programs – EXIN.

The program has been developed and accredited in accordance with guidelines
provided by EXIN.

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ITIL Practitioner: Agree and Define

The ITIL Practitioner Agree and Define is intended for professionals who will
participate in managing, organizing, and optimizing, the operations of the Agree and
Define processes in an IT Service organization.

Typically such organizations will have implemented, or started to implement,
elements of the ITIL Framework or may be looking to make improvements in these
process areas.

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ITIL Practitioner: Agree and Define

The requirement to look at the provision of IT Services in a professional way is
driven by a variety of factors.

Organizations understand the benefits of having Information Technology (IT)
throughout their structure. However, few realize the potential of truly aligning the IT
department’s objectives with the business objectives. More and more organizations
are beginning to recognize IT as being a crucial delivery mechanism of services to
their customers.

The starting point for IT Service Management (ITSM) and the ITIL Framework is not
the technology, not the processes; it is the organizational objectives.

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ITIL Practitioner: Agree and Define

The IT Infrastructure Library is a set of books/CDs with best (good) practice
processes on how to manage the provision of IT services. It is the “process” part of
the Service Management challenge (people, process and technology).

The core set of material is the following set of tightly coupled areas:

(cid:131) Service Delivery
(cid:131) Service Support
(cid:131) Security Management
(cid:131) Business Perspective: The IS View on Delivering Services to the Business
(Vol I)
(cid:131) Applications Management
(cid:131) ICT Infrastructure Management
(cid:131) Planning to implement Service Management
(cid:131) Software Asset Management

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ITIL Practitioner: Agree and Define

OGC: Office of Government Commerce (the trademark owners of ITIL)

APMG: In 2006 APMG won the tender to own the rights for accreditation and
certification of the ITIL courses. EXIN and ISEB used to be independent bodies, but
now sublicense through APMG.

EXIN: Stichting EXameninstutuut voor INformatica
(Translation: Foundation for EXamination INformation Systems)

ISEB: Information Systems Examination Board
This certification is recognized world wide!

TSO: The Stationary Office

Tool Vendors: (HP, Infra, Remedy, HEAT, etc…) provide technical solutions for
customers trying to implement ITIL/IT service management.

There is no such thing as ITIL certified tools. Only people can be ITIL certified.

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