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ITIL Intermediate Certification Companion Study Guide

Gain hands-on expertise in ITIL Intermediate certification exam by ITIL Intermediate Certification Companion Study Guide course. ITIL Intermediate is  vendor-neutral and intermediate-level credential designed for management professionals to validate the expertise required in the following domains: introduction to service strategy; service strategy principles; service strategy processes; governance; organizing for service strategy; technology considerations ; implementing service strategy; and challenges, critical success factors and risks.

Here's what you will get

The ITIL Intermediate certification is for ITIL Foundation certified professionals. It has a modular structure with each module providing a different focus on IT Service Management. The ITIL Intermediate certifications are divided into two categories – Service Lifecycle and Service Capability.  Some may wish to concentrate on one set of modules, but you can choose to select modules from both the Service Lifecycle and Service Capability streams in order to combine management and technical knowledge. It is recommended that you have prior exposure to basic concepts in IT and at least two years’ professional experience working in IT Service Management before undertaking any of the ITIL Intermediary modules.

Lessons
Lessons
50+
Exercises
499+
Quizzes
178+
Flashcards
218+
Glossary of terms
113+
TestPrep
Pre-assessment Questions
70+
Full Length Tests
2+
Post-Assessment Questions
70+
Exam FAQs
What is the exam registration fee? 275 USD
What is the format of the exam? Multiple choice
How many questions are asked in the exam? The exam contains 8  questions.
What is the duration of the exam? 90 minutes
What is the passing score? 70%

(on a scale of 0-40)

What are the career opportunities after passing this exam?
  • Managers
  • IT architects
  • IT planners
  • IT consultants
  • Team leaders
  • Supervisory staff
  • Service designers
  • IT audit managers
  • IT security managers
  • Chief technology officers (CTOs)
  • Chief information officers (CIOs)

Here's what you will learn

  • The Main Purpose of Service Strategy
  • The Objectives of Service Strategy
  • The Scope of Service Strategy
  • The Value Service Strategy Delivers to the Business
  • The Context of Service Strategy within the Service Lifecycle
  • Summary
  • Exam Essentials
  • Service Strategy Basics
  • Services and Value
  • Strategic Assets and Service Providers
  • Defining Services
  • Strategies for Customer Satisfaction
  • Service Economics
  • Sourcing Strategy
  • Service Strategy Inputs and Outputs
  • Summary
  • Exam Essentials
  • Understanding Strategy Management for IT Services
  • Understanding Service Portfolio Management
  • Understanding Financial Management for IT Services
  • Summary
  • Exam Essentials
  • Understanding Business Relationship Management
  • Understanding Demand Management
  • Summary
  • Exam Essentials
  • Understanding Governance
  • Setting the Strategy for Governance
  • Governance Framework
  • What Is IT Governance?
  • Service Strategy Relating to Governance
  • Summary
  • Exam Essentials
  • Organizational Development
  • Summary
  • Exam Essentials
  • Service Automation
  • Service Analytics
  • Service Interfaces
  • Summary
  • Exam Essentials
  • Implementation through the Lifecycle
  • Following a Lifecycle Approach
  • Impact of Service Strategy on Lifecycle Stages
  • Summary
  • Exam Essentials
  • Service Strategy Challenges
  • Service Strategy Risks
  • Critical Success Factors
  • Summary
  • Exam Essentials
  • The Purpose of Service Design
  • The Goals and Objectives of Service Design
  • The Scope of Service Design
  • The Value Service Design Delivers to the Business
  • The Context of Service Design and the Service Lifecycle
  • Service Design Inputs and Outputs
  • The Contents and Use of the Service Design Package
  • The Contents and Use of Service Acceptance Criteria
  • Summary
  • Exam Essentials
  • Holistic and Balanced Service Design
  • Service Requirements, Business Requirements, and Drivers
  • Design Activities
  • Design Constraints
  • The Five Aspects of Service Design
  • Service-Oriented Architecture
  • Service Design Models
  • Summary
  • Exam Essentials
  • Design Coordination
  • Service Catalog Management
  • Summary
  • Exam Essentials
  • Service Level Management
  • Availability Management
  • Summary
  • Exam Essentials
  • Capacity Management
  • IT Service Continuity Management
  • Summary
  • Exam Essentials
  • Information Security Management
  • Supplier Management
  • Summary
  • Exam Essentials
  • Service Design Activities and Techniques within Requirements Engineering
  • Management of Data and Information
  • Management of Applications
  • Summary
  • Exam Essentials
  • The RACI Matrix
  • Functional Roles in Service Design
  • Organizational Structures in Service Design
  • Generic Roles
  • Service Design Process Roles
  • Summary
  • Exam Essentials
  • Service Design Tools
  • Summary
  • Exam Essentials
  • Business Impact Analysis
  • Service Level Management
  • Risks to the Services and Processes
  • Implementing Service Design
  • Measurement of Service Design
  • Summary
  • Exam Essentials
  • Service Design Challenges
  • Critical Success Factors
  • Service Design Risks
  • Summary
  • Exam Essentials
  • Service Transition Concepts
  • Purpose
  • Objectives
  • Scope
  • Value to the Business
  • Service Transition in the Context of the Service Lifecycle
  • Summary
  • Exam Essentials
  • Formal Policy for Service Transition
  • Governance Policy for Service Transition
  • Common Framework for Service Transition
  • Maximize Reuse of Established Processes and Systems
  • Business Alignment of Service Transition
  • Establish and Maintain Relationships with Stakeholders
  • Establish Control and Disciplines
  • Knowledge Transfer and Service Transition
  • Plan Release Packages
  • Anticipate and Manage Course Corrections
  • Proactively Manage Resources
  • Ensure Early Involvement in Service Lifecycle
  • Quality Assurance
  • Proactively Improve Quality During Service Transition
  • Summary
  • Exam Essentials
  • Transition Planning and Support
  • Change Management
  • Summary
  • Exam Essentials
  • Service Asset and Configuration Management
  • Summary
  • Exam Essentials
  • Release and Deployment Management
  • Service Validation and Testing
  • Summary
  • Exam Essentials
  • Change Evaluation
  • Knowledge Management
  • Summary
  • Exam Essentials
  • Management of Communication and Commitment
  • Stakeholder Management
  • Summary
  • Exam Essentials
  • Organizational Development
  • Organizational Context for Transitioning a Service
  • Service Transition Roles and Responsibilities
  • Summary
  • Exam Essentials
  • Technology Considerations
  • Summary
  • Exam Essentials
  • The Key Activities in the Introduction of Service Transition
  • An Integrated Approach to Service Transition Processes
  • Implementing Service Transition in a Virtual or Cloud Environment
  • Summary
  • Exam Essentials
  • Service Transition Challenges
  • Critical Success Factors
  • Service Transition Risks
  • Service Transition under Difficult Conditions
  • Summary
  • Exam Essentials
  • Understanding the Purpose, Objectives, and Scope of Service Operation
  • The Context of Service Operation and the Service Lifecycle
  • The Value Service Operation Delivers to the Business
  • Service Operation Fundamentals
  • Summary
  • Exam Essentials
  • Service Operation Principles
  • Operational Staff Involvement in Other Lifecycle Stages
  • Operational Health
  • Communication
  • Service Operation Inputs and Outputs
  • Summary
  • Exam Essentials
  • Incidents and Problems: Two Key Service Management Concepts
  • Incident Management
  • Problem Management
  • Summary
  • Exam Essentials
  • Purpose and Objectives
  • Scope
  • Value to the Business
  • Policies
  • Principles and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, Outputs, and Interfaces
  • Critical Success Factors and Key Performance Indicators
  • Challenges
  • Risks
  • Summary
  • Exam Essentials
  • Definitions
  • Purpose
  • Objectives
  • Scope
  • Value
  • Policies
  • Principles and Basic Concepts
  • Process Activities, Methods, and Techniques
  • Triggers, Inputs, Outputs, and Interfaces
  • Critical Success Factors and Key Performance Indicators
  • Challenges
  • Risks
  • Summary
  • Exam Essentials
  • Purpose
  • Objectives
  • Scope
  • Value
  • Policies
  • Principles and Basic Concepts
  • The High-Level Activities of the Access Management Process
  • Triggers, Inputs, Outputs, and Interfaces
  • Critical Success Factors and Key Performance Indicators
  • Challenges
  • Risks
  • Summary
  • Exam Essentials
  • Common Service Operation Activities
  • IT Operations
  • Operational Activities of Processes Covered in Other Lifecycle Stages
  • Improvement of Operational Activities
  • Summary
  • Exam Essentials
  • The Service Desk Function
  • Service Desk Organizational Structures
  • Other ITIL Functions
  • Technical Management
  • Operations Management
  • Objectives
  • Applications Management
  • Roles and Responsibilities in Service Management
  • Service Operation Process Roles
  • Organization for Functions
  • Summary
  • Exam Essentials
  • Service Management Tools
  • Tool Requirements for Service Operation Processes
  • Service Management Tool Choice
  • Summary
  • Exam Essentials
  • Managing Change in Service Operation
  • Service Operation and Project Management
  • Assessing and Managing Risk in Service Operation
  • Operational Staff in Design and Transition
  • Planning and Implementing Service Management Technologies
  • Summary
  • Exam Essentials
  • Service Operation Challenges
  • Critical Success Factors
  • Service Operation Risks
  • Summary
  • Exam Essentials
  • Understanding the Purpose, Objectives, and Scope of Continual Service Improvement
  • The Approach to Continual Service Improvement
  • The Business Questions to Ask to Ensure That a CSI Initiative Is Warranted
  • The Context of Continual Service Improvement in the Service Lifecycle
  • CSI Inputs and Outputs
  • Summary
  • Exam Essentials
  • CSI and Organizational Change
  • Ownership
  • CSI Register
  • External and Internal Drivers
  • Service Level Management
  • Knowledge Management
  • The Deming Cycle
  • Service Measurement
  • Governance
  • Frameworks, Models, Standards, and Quality Systems
  • Summary
  • Exam Essentials
  • The Seven-Step Improvement Process
  • Summary
  • Exam Essentials
  • Assessments
  • Gap Analysis
  • Benchmarking
  • Service Measurement
  • Metrics
  • Creating Scorecards and Reports
  • Setting Targets
  • Balanced Scorecard
  • SWOT Analysis
  • Creating a Return on Investment
  • Service Reporting
  • CSI and Other Service Management Processes
  • Summary
  • Exam Essentials
  • Responsibilities, Skills, and Competencies
  • The Activities Involved in the Seven-Step Improvement Process
  • Comparing the CSI Manager Role with Other Relevant Roles
  • Using the RACI Model in CSI
  • Summary
  • Exam Essentials
  • Holistic IT Service Management Tools
  • Specialist Tools
  • Summary
  • Exam Essentials
  • Critical Considerations and Where to Start
  • The Role of Governance
  • The Effect of Organizational Change for CSI
  • Communication Strategies and Planning
  • Summary
  • Exam Essentials
  • Continual Service Improvement Challenges
  • Critical Success Factors
  • Continual Service Improvement Risks
  • Summary
  • Exam Essentials
itil-intermediate itil-intermediate
itil-intermediate
ITIL Intermediate Certification Companion Study Guide
ISBN : 9781616916756