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No part of this toolkit may in any form or by any means (whether electronic or mechanical or otherwise) be copied, reproduced, transmitted or provided to any other person without the prior written permission of The Art of Service Pty Ltd, who owns the copyright.’ Introduction Many organizations are looking to implement the ITIL processes as a way to improve the structure and quality of the business. The ITIL version 3 qualification scheme has been incredibly popular since its launch in 2007.
In particular, the Intermediate Capability programs that focus on the practical side of process implementation, management, maintenance and reporting, in four specific areas of IT Service Management; Service Offerings & Agreements (SOA) Planning Protection & Optimization (PPO) Release Control & Validation (RCV) Operational Support & Analysis
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