The IT Infrastructure Library® (ITIL) is the most widely-accepted approach to IT service management in the world. ITIL is a best practice framework that has been drawn from both the public and private sectors, internationally. It describes how IT resources should be organised to deliver business value, documenting the processes, functions and roles of IT service management (ITSM).
This course will help organisations to improve the quality of their IT service management. Delegates taking this course will improve role-based capability and competency by increasing their understanding of terminology, processes, roles and functions, and activities in the ITIL Service Lifecycle. It also provides a structured guide to ensuring an organisation can develop and implement, complete and fully-integrated, best practice processes and the opportunity to sit the ITIL Capability examination in Service Offerings & Agreements.
The ITIL Intermediate Qualification in Service Offerings & Agreements Certificate is a freestanding qualification, but is also part of the ITIL Intermediate Capability stream, and one of the modules that leads to the ITIL Expert in IT Service Management Certificate.
Upon successful completion of the course candidates can expect to gain competencies in the following: