You are a CIO, Chief Technology Officer, manager, team leader, designer, architect, planner, IT consultant, IT audit manager, IT security manager or ITSM trainer or a member of the supervisory staff. Your role involves dealing with or being responsible for Service Transition.

ITIL Intermediate ST Online Exam

Context:

You will learn about Service Transition in order to organize and manage, though communication and change in organizations will certainly not be left aside. After obtaining the certificate, you will be able to progress to the role of Service Manager with the task of controlling the functions and processes within the Service Transition Lifecycle.

Prerequisites:

•The ITIL^® Foundation certificate in IT Service Management (Or the Foundation certificate in IT Service Management (based on ITIL^®) (version 2)  in combination with the ITIL^®Foundation bridge certificate).

•An accredited training by an accredited training provider.

ITIL Intermediate ST Exam Content:

The candidates’ competencies tested in this ITIL Intermediate ST Exam are:

• Introduction to service transition;

• Service transition principles;

• Service transition processes;

• Managing people through service transitions;

• Organizing for service transition;

• Technology considerations;

• Implementing and improving service transition;

• Challenges, critical success factors and risks.

ITIL Intermediate ST Exam Details:

• Number of questions: 8
• Pass score: 70%
• Open book: No
• Electronic equipment allowed: No

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You are a CIO, CTO, manager, team leader, designer, architect, planner, IT consultant, IT audit manager, IT security manager or ITSM trainer or are a member of the supervisory staff. Your role involves dealing with or being responsible for developing strategies for services.

ITIL Intermediate SS Online Exam

Context:

The Service Strategy certificate shows that you are able to deal strategically with services and all related aspects of services. You understand the risks and the critical success factors and have the skills for raising the service strategy within the organization to a higher level.

Prerequisites:

– The ITIL^® Foundation certificate in IT Service Management (Or the Foundation certificate in IT Service Management (based on ITIL^®) (version 2)  in combination with the ITIL^® Foundation bridge certificate).

– An accredited training by an accredited training provider.

ITIL Intermediate SS Exam Content:

Candidates are tested in this ITIL Intermediate SS Exam on the following categories:

1. Introduction to service strategy;

2. Service strategy principles;

3. Service strategy processes;

4. Governance;

5. Organizing for service strategy;

6. Technology considerations;

7. Implementing service strategy;

8. Challenges, critical success factors and risks.

ITIL Intermediate SS Exam Details

• Number of questions: 8
• Pass mark: 70%
• Open book: No
• Electronic equipment allowed: No

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You are part of the operational staff and are involved in Service Portfolio Management, Service Catalogue Management, Service Level Management, Demand Management, Supplier Management, Financial Management or Business Relationship Management.

This is particularly suited to service (or service-level) managers and portfolio managers.

ITIL Intermediate SOA Online Exam

Context:

Your role involves operational activities concerning offers, agreements, responsibilities and (service-level) agreements. The knowledge from this module will enable you to contribute to a higher quality of IT service support within the organization.

Prerequisites of the ITIL Intermediate SOA Exam:

-The ITIL^® Foundation certificate in IT Service Management (Or the Foundation certificate in IT Service Management (based on ITIL^®) (version 2)  in combination with the ITIL^®Foundation bridge certificate).

-An accredited training by an accredited training provider

ITIL Intermediate SOA Exam Content:

The candidates’ competencies that will be tested in this ITIL Intermediate SOA Exam are:

• Overview of SOA processes and basic principles;
• The value to the business of SOA activities;
• How the SOA processes rely on a good business case;
• How the SOA processes rely on a good understanding of return on investment (ROI);
• Processes across the service lifecycle pertaining to the service offerings and agreements.

Curriculum:

• Service portfolio management, which provides documentation for services and prospective services in business terms;

• Service catalogue management, which is concerned with the production and documentation of the service catalogue from a business and a technical viewpoint;

• Service level management, which sets up a service level agreement (SLA) structure and ensures that all SLAs have an underpinning support structure in place;

• Demand management, which identifies patterns of business activity to enable the appropriate strategy to be implemented;

• Supplier management, which ensures all partners and suppliers are managed in the appropriate way and includes contract management;

• Financial management for IT services, which includes ensuring understanding of the service value and the management of all financial considerations;

• Business relationship management, which ensures the customer’s requirements are correctly identified.

ITIL Intermediate SOA Exam Details:

• Number of questions: 8
  
• Pass mark: 70%
• Open book: No
  
• Electronic equipment allowed: No

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You are a CIO, CTO, manager, team leader, designer, architect, planner, IT consultant, IT audit manager, IT security manager or ITSM trainer or a member of the supervisory staff. Your role involves dealing with the operational activities of services and managing, coordinating or integrating these within the Service Lifecycle.

ITIL Intermediate SO Online Exam

Context:

After gaining your certificate, you will be familiar with the basics of service operations and the challenges, risks and critical success factors. You will think more from the perspective of the business than from the technology.

Prerequisites:

-The ITIL^® Foundation certificate in IT Service Management (Or the Foundation certificate in IT Service Management (based on ITIL^®) (version 2)  in combination with the ITIL^®Foundation bridge certificate).

-An accredited training by an accredited training provider.

ITIL Intermediate SO Exam Content:

The candidates’ competencies that will be tested in this ITIL Intermediate SO Exam are:

• The importance of Service Management as a Practice concept and Service Operation Principals, Purpose and Objective;

• How all processes in ITIL® Service Operations interact with other Service Lifecycle processes;

• The sub-processes, activities, methods and functions used in each of the ITIL® Service Operation processes;

• The roles and responsibilities within ITIL® Service Operation and the activities and functions to achieve operational excellence;

• How to measure ITIL® Service Operations;

• Technology and implementation considerations surrounding ITIL® Service Operation;

• Challenges, Critical Success Factors and Risks associated to ITIL® Service Operation.

ITIL Intermediate SO Exam Details:

• Number of questions: 8
• Pass mark: 70%
• Open book: No
• Electronic equipment allowed: No

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You are a CIO, Chief Technology Officer, manager, team leader, designer, architect, planner, IT consultant, IT audit manager, IT security manager or ITSM trainer or a member of the supervisory staff. Your role involves daily activities connected to the design of services within the Service Lifecycle.

ITIL Intermediate SD Online Exam

Context:

With this certificate, you show that you have all of the skills for professionally managing, coordinating and integrating service design into IT Service Management. You know the activities, concepts and principles and know how to apply these and you master the technical and organizational aspects of service design.

Prerequisites:

-The ITIL^® Foundation certificate in IT Service Management (Or the Foundation certificate in IT Service Management (based on ITIL^®) (version 2)  in combination with the ITIL^®Foundation bridge certificate).

-An accredited training by an accredited training provider.

ITIL Intermediate SD Exam Content:

The candidates’ competencies that will be tested in this ITIL Intermediate SD Exam are:

• Introduction to service design.
• Service design principles.
• Service design processes.
• Service design technology-related activities.
• Organizing for service design.
• Technology considerations.
• Implementation and improvement of service design.
• Challenges, critical success factors and risks.

ITIL Intermediate SD Exam Details:

• Number of Questions: 8
• Pass Score: 70%
• Open book/notes: No
• Electronic equipment permitted: No

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You are an IT professional, business manager or business process owner and form part of the operational staff in your organization. You wish to know more about releases, control and validation processes within Service Management and how to apply this knowledge. In your role you make a direct or indirect contribution towards higher levels of IT Service Management.

ITIL Intermediate RCV Online Exam

Context:

The ITIL® Intermediate RCV certificate provides a deeper understanding of  releases, control and validation of services. The certificate is suited to a practical role in which you require specific skills for Service Management. You are able to handle requests and you evaluate and support the decision making process. You guarantee quality in the event of changes to and transitions in services.

Prerequisites of the ITIL Intermediate RCV Exam:

-The ITIL^® Foundation certificate in IT Service Management (Or the Foundation certificate in IT Service Management (based on ITIL^®) (version 2)  in combination with the ITIL^®Foundation bridge certificate).

-An accredited training by an accredited training provider

ITIL Intermediate RCV Exam Content:

The candidates’ competencies that will be tested in this ITIL Intermediate RCV exam are:

• The importance of service management as a practice concept and service transition principles, purpose and objective.
• The importance of ITIL® release, control and validation while providing service.
• How all processes in ITIL® release, control and validation interact with other service lifecycle processes.
• What are the processes, activities, methods and functions used in each of the ITIL release, control and validation processes.
• How to use the ITIL® release, control and validation processes, activities and functions to achieve operational excellence.
• How to measure ITIL® release, control and validation.
• The importance of IT security and its contributions to ITIL release, control and validation.
• The technology and implementation considerations surrounding ITIL release, control and validation.
• Change management as a capability to realize successful service transition.
• Service validation and testing as a capability to ensure the integrity and the quality of service transition.
• Service asset and configuration management as  a capability to monitor the state of service transition.
• Knowledge management as part of enhancing the on-going management decision support and service delivery capability.
• Request fulfilment and change evaluation to ensure meeting committed service level performance.
• Release, control and validation process roles and responsibilities.
• Technology and implementation considerations.
• Challenges, critical success factors and risks associated with ITIL® release, control and validation.

ITIL Intermediate RCV Exam Details:

• Number of Questions: 8
• Pass mark: 70%
• Open book: No
• Electronic equipment allowed: No

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You are an IT professional, business manager or business process owner and form part of the operational staff in your organization. You would like to know more about managing demand, capacity, availability, safety, risks and IT Service Continuity Management and the associated service agreements. You contribute to a higher level of IT Service Management.

ITIL Intermediate PPO Online Exam

Context:

The certificate shows that you have knowledge of planning, protection and optimization in the field of IT Service Management. You know the guidelines for designing, implementing, supporting and improving the processes. You oversee the risks and critical success factors. The certificate is suited to a practical role.

Prerequisites:

-The ITIL^® Foundation certificate in IT Service Management (Or the Foundation certificate in IT Service Management (based on ITIL^®) (version 2)  in combination with the ITIL^®Foundation bridge certificate).

-An accredited training by an accredited training provider

ITIL Intermediate PPO Exam Content:

The candidates’ competencies that will be tested in this ITIL Intermediate PPO Exam are:

• Service design in PPO and lifecycle context;
• Processes across the service lifecycle pertaining to the practice elements within planning, protection and optimization;

• Capacity management as a capability to realize successful service design;
• Availability management as a capability to realize successful service design;
• IT service continuity management as a capability to support overall business continuity management;

• Information security management as part of the overall corporate governance framework;
• Planning, protection and optimization roles and responsibilities;
• Technology and implementation considerations;
• Organizational roles relevant to PPO;

And specifically in the following key ITIL® process and role areas:

• Capacity management
• Availability management
• IT service continuity management
• Information security management
• Demand management
• Challenges, critical success factors and risks for planning, protection and optimization

ITIL Intermediate PPO Exam Details:

• Number of Questions: 8
• Pass mark: 70%
• Open book: No
• Electronic equipment allowed: No

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You are an incident manager, service (or service-level) manager, IT professional, business manager or business process owner and involved in carrying out operational processes in your organization. You would like to know more about Operational Support and Analysis. You contribute directly or indirectly to a higher level of IT Service Management.

ITIL Intermediate OSA Online Exam

Context:

You are involved regularly or on a daily-basis with the operational support of IT Service Management. This may be through preventing or quickly resolving incidents, managing access rights or any manner of operational activities.

Prerequisites:

-The ITIL^® Foundation certificate in IT Service Management (Or the Foundation certificate in IT Service Management (based on ITIL^®) (version 2)  in combination with the ITIL^®Foundation bridge certificate).

-An accredited training by an accredited training provider.

ITIL Intermediate OSA Exam Content:

The candidates’ competencies that will be tested in this ITIL Intermediate OSA Exam are :

1. Introduction to operational support and analysis.

2. Event management.

3. Incident management.

4. Request fulfillment.

5. Problem management.

6. Access management.

7. The service desk.

8. Functions and Roles.

9. Technology and implementation considerations.

ITIL Intermediate OSA Exam Details:

• Number of Questions: 8
• Pass mark: 70%
• Open book: No
• Electronic equipment allowed: No

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A certificate for CIOs, Senior IT Managers, IT Managers and Supervisors, IT professionals and IT Operation practitioners. You are involved with monitoring the ITIL® Lifecycle and improving IT Service Management in your organization.

ITIL MALC Online Exam

Context:

The ITIL® Managing Across the Lifecycle certificate is compulsory for anyone wishing to obtain the ITIL^® Expert certificate. ITIL® Expert is an initial requirement for becoming an ITIL® Master in IT Service Management. 

Prerequisites:

– The ITIL^® Foundation certificate in IT Service Management (Or the Foundation certificate in IT Service Management (based on ITIL^®) (version 2)  in combination with the ITIL^® Foundation bridge certificate).

– An accredited training by an accredited training provider

– Obtained at least 15 credits with ITIL^® Service Lifecycle or Service Capability qualifications

ITIL MALC Exam Content:

Candidates are tested in this ITIL MALC Exam on the following categories:

1. Key concepts of the service lifecycle.

2. Communication and stakeholder management.

3. Integrating service management processes across the service lifecycle.

4. Managing services across the service lifecycle.

5. Governance and organization.

6. Measurement.

7. Implementing and improving service management capability.

ITIL MALC Exam Details:

• Number of questions: 10 Questions
• Pass mark: 70%
• Open book: No
• Electronic equipment allowed: No

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An exam for CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers, IT security managers, service test managers and ITSM trainers.

ITIL Intermediate CSI Online Exam

Context:

You would like to improve how you provide services and learn more about the principles, processes, methods, organization and techniques?
Your full attention is on implementation and the critical success factors for continued improvement of services?
This Certification Exam is for you!!
ITIL® consists of a coherent set of best practices drawn from many public and business sectors. ITIL® is the appropriate framework for organizations that (regularly) deal with supplying, using or supporting IT services. ITIL® is based on the practice of IT Service Management and is expected to continue to be a guiding framework for a long time.

Prerequisites:

– The ITIL^® Foundation certificate in IT Service Management (Or the Foundation certificate in IT Service Management (based on ITIL^®) (version 2)  in combination with the ITIL^® Foundation bridge certificate).

– An accredited training by an accredited training provider.

ITIL Intermediate CSI Exam Content:

Candidates are tested in this ITIL Intermediate CSI Exam on 8 topics:

• Introduction to continual service improvement.
• Continual service improvement principles.
• Continual service improvement process.
• Continual service improvement methods and techniques.
• Organizing for continual service improvement.
• Technology considerations.
• Implementing continual service improvement.
• Challenges, critical success factors and risks.

ITIL Intermediate CSI Exam Details:

• Number of questions: 8 Questions
• Pass mark: 70%
• Open book: No
• Electronic equipment allowed: No

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