ITIL Intermediate

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The service operation is a part of the Lifecycle modules and it is the stage in Lifecycle that is responsible for ‘business-as-usual’ activities. It ensures achieving efficacious in-service support & delivery in all information technology life cycles. To carry out the activities & processes required to deliver & manage services at agreed levels to

Business users

Customers and

The ongoing management of technology that is used to deliver & support services

Prerequisite Entry Criteria:

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management (the Foundation or Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.

Eligibility for Examination:

To be eligible for the ITIL® Intermediate: Service Operation Qualification, candidates shall fulfill the following requirements:

At least 21 contact hours  (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) of involvement, for this syllabus, as part of a formal, approved training course/scheme

There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable

Hold the ITIL® Foundation Certificate in IT Service Management or ITIL® Foundation plus the bridging certification

It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Strategy publication in preparation for the examination.

SYLLABUS COVERED:

Introduction to Service Operation

Service Operation Principles

Service Operation Processes

Common Service Operation Activities

Organizing Service Operation

Technology Considerations

Implementation Considerations

Challenges, Critical Success Factors and Risks

EXAM DETAIL

Examination Format: Multiple choice, scenario-based, gradient scored questions.
Number of Questions: 8
Pass Score: 28/40 or 70%.
Delivery: Online or Paper Based Examination through an Accredited Training Organization.
Exam Duration: Maximum 90 minutes for all candidates in their respective language
Open/Closed Book: Closed Book.

 


 

SERVICE STATERGY Certificate is a free-standing qualification, and is also part of the ITIL® Intermediate Lifecycle stream, and one of the modules that leads to the ITIL® Expert in IT Service Management Certificate. The purpose of this training module and the associated exam and certificate is, respectively, to impart, test, and validate the knowledge on industry practices in Service Management as documented in the ITIL ® Service Strategy publication. ITIL® Service Lifecycle gives a manger or leader to get broader understanding of ITIL practices and teaches how to manage and coordinate within the team.

Key Features

  • Course content accredited by PEOPLECERT
  • 100% pass success rate
  • ITIL Expert trainer
  • ITIL Service Stratergy interactive training sessions with case studies

Prerequisite Entry Criteria:

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management (the Foundation or Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.

  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Information Security Management
  • Demand Management

This course also introduces and explores the implementation of SOA practices and technology considerations.

Eligibility for Examination:

To be eligible candidates shall fulfill the following requirements:

  • At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
  • There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable
  • Hold the ITIL® Foundation Certificate in IT Service Management or ITIL® Foundation plus the bridging certificate
  • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Strategy publication in preparation for the examination.

Syllabus Covered

  • Introduction to Service Strategy
  • Service Strategy Principles
  • Service Strategy Processes
  • Common Service Strategy Activities
  • Organizing Service Strategy
  • Technology and Implementation Considerations
  • Challenges, Critical Success Factors and Risks

Exam Detail

  • Examination Format: Multiple choice, scenario-based, gradient scored questions.
  • Number of Questions: 8
  • Pass Score: 28/40 or 70%.
  • Delivery: Online or Paper Based Examination through an Accredited Training Organization. Exam Duration: Maximum 90 minutes for all candidates in their respective language.
  • Open/Closed Book: Closed Book.

It is also strongly recommended that candidates read the ITIL® Service Lifecycle core publications in advance of attending training for the certification, and in particular the Service Strategy and Service Design publications.

 


 

Continual Service Improvement Certificate is a free-standing qualification, and a part of the ITIL® Intermediate Lifecycle stream. The main objective of this module is to

  • To align IT services with changing business needs by identifying and implementing improvements to IT services that support business processes
  • To Support all life cycle stages
  • To improve Service Effectiveness, Process Effectiveness & Cost Effectiveness
  • Review, analyse, prioritise and make recommendations on improvement opportunities in each lifecycle stage
  • Review and analyse service level achievement
  • Identify and implement specific activities to improve IT service quality and improve the efficiency and effectiveness of the enabling processes
  • Improve cost effectiveness of delivering IT services without sacrificing customer satisfaction

Prerequisite Entry Criteria:

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management (the Foundation or Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.

Eligibility for Examination:

To be eligible candidates shall fulfill the following requirements:

  • At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
  • There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable
  • Hold the ITIL® Foundation Certificate in IT Service Management or ITIL® Foundation plus the bridging certificate
  • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Strategy publication in preparation for the examination.

SYLLABUS COVERED

  • Introduction to Continual Service Improvement
  • Continual Service Improvement Principles
  • Continual Service Improvement Process
  • Continual Service Improvement Methods and Techniques
  • Organization for Continual Service Improvement
  • Technology for Continual Service Improvement
  • Implementing Continual Service Improvement
  • Critical Success Factors and Risks

EXAM DETAIL

Examination Format: Multiple choice, scenario-based, gradient scored questions.
Number of Questions: 8
Pass Score: 28/40 or 70%.
Delivery: Online or Paper Based Examination through an Accredited Training Organization.
Exam Duration: Maximum 90 minutes for all candidates in their respective language.
Open/Closed Book: Closed Book.

 


 

 Service Transition relates to the delivery of services required by a business into live/operational use, and often encompasses the “project” side of IT rather than business as usual.

  • Transition planning and support
  • Change management
  • IT Service Continuity Management
  • Release and deployment management
  • Change evaluation
  • Knowledge management.

The objective of this program would be:

This course also introduces and explores the implementation of SOA practices and technology considerations.

Key Features

  • Course content accredited by PEOPLECERT
  • 100% pass success rate
  • ITIL Expert trainer
  • Service transition and interactive training sessions with case studies

Prerequisite Entry Criteria:

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management (the Foundation or Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.

Eligibility for Examination:

To be eligible candidates shall fulfill the following requirements:

  • At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
  • There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable
  • Hold the ITIL® Foundation Certificate in IT Service Management or ITIL® Foundation plus the bridging certificate
  • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Strategy publication in preparation for the examination.

SYLLABUS COVERED

  • Introduction to Service Transition
  • Service Transition Principles
  • Service Transition Processes
  • Service Transition related activities
  • Organizing for Service Transition
  • Consideration of Technology
  • Implementation and improvement of Service Transition

EXAM DETAIL

  • Examination Format: Multiple choice, scenario-based, gradient scored questions.
  • Number of Questions: 8
  • Pass Score: 28/40 or 70%.
  • Delivery: Online or Paper Based Examination through an Accredited Training Organization. Exam Duration: Maximum 90 minutes for all candidates in their respective language.
  • Open/Closed Book: Closed Book.

It is also strongly recommended that candidates read the ITIL® Service Lifecycle core publications in advance of attending training for the certification, and in particular the Service Strategy and Service Design publications.

 


 

Service design is an part of the Life cycle modules Service Operation is the stage in the Lifecycle, and plays a vital role in designing IT services with the governing IT practices, Processes and, Policies to realize the service provider’s strategy and to facilitate the introduction of these services into supported environments ensuring quality service delivery, customer satisfaction and cost-effective service provision . To design IT services so effectively that minimal improvement

  • Design services to satisfy business objectives
  • Design services that can be easily and efficiently developed and enhanced within appropriate timescales and costs
  • Design an efficient and effective service management system
  • Identify and manage risks so that they can be removed or mitigated
  • Design secure and resilient IT infrastructures, environments, applications and data/information resources and capability

Key Features

  • Course content accredited by PEOPLECERT
  • 100% pass success rate
  • Includes all Intermediate modules
  • Exclusive access to ITIL Experts

Prerequisite Entry Criteria:

Candidates wishing to be trained and examined for this qualification must already hold the ITIL® Foundation Certificate in IT Service Management (the Foundation or Foundation plus Bridge Certificate) which shall be presented as documentary evidence to gain admission.

  • Capacity Management
  • Availability Management
  • IT Service Continuity Management
  • Information Security Management
  • Information Security Management
  • Demand Management

Eligibility for Examination:

To be eligible candidates shall fulfill the following requirements:

  • At least 21 contact hours (hours of instruction, excluding breaks, with an Accredited Training Organization (ATO) or an accredited e-learning solution) for this syllabus, as part of a formal, approved training course/scheme
  • There is no minimum requirement but a basic IT literacy and around 2 years IT experience are highly desirable
  • Hold the ITIL® Foundation Certificate in IT Service Management or ITIL® Foundation plus the bridging certificate
  • It is recommended that students should complete at least 21 hours of personal study by reviewing the syllabus and the Service Strategy publication in preparation for the examination.

SYLLABUS COVERED

  •  Introduction to Service Design
  •  Service Design Principles
  •  Service Design Processes
  •  Service Design technology related activities
  •  Organizing for Service Design
  •  Consideration of Technology
  •  Implementation and improvement of Service Design
  • Challenges, critical success factors and risks

EXAM DETAIL

  • Examination Format: Multiple choice, scenario-based, gradient scored questions.
  • Number of Questions: 8
  • Pass Score: 28/40 or 70%.
  • Delivery: Online or Paper Based Examination through an Accredited Training Organization. Exam Duration: Maximum 90 minutes for all candidates in their respective language.
  • Open/Closed Book: Closed Book.

It is also strongly recommended that candidates read the ITIL® Service Lifecycle core publications in advance of attending training for the certification, and in particular the Service Strategy and Service Design publications.

 


 

 The ITIL Managing Across the Lifecycle (MALC) certification is a key to acquire knowledge in ITIL concepts like management purpose, functions and objectives. This is a professional course providing a detailed understanding of the management aspects involved in the service lifecycle which is the base for an ITIL expert in the information technology service organisation.

The ITIL Managing Across the Lifecycle course includes classroom instructed training with practical sessions. As part of the course training, all the details on the classroom sessions will be provided before to the commencement of the training, to help you in understanding ITIL lifecycle stages.

Course Benefits:

  • Learn all the ITIL MALC concepts and strategy involved in it.
  • Provides substantial training for managing and delivering projects in an IT service organisation.
  • Capability to organise and govern the IT services.
  • Enables you to effectively handle and communicate to all stakeholders in a project.
  • Improves your capability to analyse, implement and improve thought the management and delivery.
  • Easy access to course material with well-experienced tutors for training.

Course Prerequisites:

  • 17 ITIL credits required (2 and 15 credits would be acquired from ITIL Foundation and ITIL Intermediate certification respectively).
  • At least 2 years of professional experience required.
  • Accredited training should be completed before taking the certification exam.

Examination Format:

  • 50 Multiple choice questions
  • Minimum Pass Percentage: 70%
  • Exam Duration: 120 minutes (2 hours)
  • Exam Format: Closed book