ITIL V2 Agree and Define (IPAD) Full Certification Online Learning and Study Book Course - The ITIL V2 Practitioner IPAD Complete Certification Kit

Title
......Page 2
Notice of Rights
......Page 3
How to access the eLearning Program......Page 4
Table of Contents......Page 5
1 INTRODUCTION......Page 7
2 GENERAL TERMS AND CONCEPTS......Page 17
3 INTRODUCTION TO SERVICE LEVEL MANAGEMENT......Page 39
4 INTRODUCTION TO FINANCIAL MANAGEMENT......Page 47
5 AGREE AND DEFINE......Page 55
5.1 MANAGING – Plan and initiate the key activities for the SLM and FMIT practices
......Page 57
5.2 MANAGING – Plan the exchange of appropriate information relevant to managing the SLM and FMIT processes
......Page 63
5.3 MANAGING – Report on the effectiveness and efficiency of the activities SLM and FMIT processes
......Page 67
5.4 ORGANIZING – Organize the exchange of appropriate information with customers, end-users and suppliers
......Page 73
5.5 ORGANIZING – Develop and maintain the procedures of the SLM and FMIT
......Page 77
5.6 ORGANIZING – Define services and maintain service catalogue......Page 79
5.7 ORGANIZING – Prepare the negotiation, agreement and maintenance of various agreements (SLA, OLA, UC)
......Page 85
5.8 ORGANIZING – Participate in the budgeting activity......Page 107
5.9 ORGANIZING – Participate in the development of the IT Accounting System
......Page 111
5.10 ORGANIZING – Participate in the development of the Charging system......Page 119
5.11 ORGANIZING – Participate in the creation of the financial reports......Page 129
5.12 OPTIMIZING – Monitor and optimize the SLM & FMIT processes......Page 133
5.13 OPTIMIZING – Propose service and process improvements, based on results of monitoring and reviews
......Page 137
5.14 OPTIMIZING – Conduct audits of the SLM and FMIT processes......Page 147
5.15 OPTIMIZING – Manage the ongoing financial operations and performance......Page 153
5.16 OPTIMIZING – Participate in ongoing service management through the service review meetings
......Page 159
6 ASSIGNMENTS......Page 179
6.1 Assignment 1 – Service Level Management......Page 181
6.2 Assignment 2 – Financial Management for IT Services......Page 183
6.3 Assignment 3 – Service Level Management and Financial Management for IT Services
......Page 185
7 ASSIGNMENT RESOURCES......Page 187
7.1 Complaint Letter......Page 189
7.2 Case Study – RECE Shoe Company......Page 191
8 EXAM PREPARATION......Page 201
9 FURTHER READING......Page 215
INDEX......Page 216