ITIL® Intermediate Practice Exam

The ITIL® Intermediate certification is part of the ITIL framework's modular structure and sits between the Foundation and Expert levels. It is designed for professionals who want to deepen their understanding of specific ITIL processes, functions, and roles. The Intermediate level consists of multiple modules, categorized into two streams: the Lifecycle Stream and the Capability Stream. Each module focuses on different aspects of IT service management, such as service design, service operation, and continual service improvement, allowing candidates to specialize based on their career path and professional needs.
Why is ITIL® Intermediate important?

• Helps in mastering specific ITIL processes in-depth, making professionals more effective in implementing best practices.
• Prepares professionals for advanced roles in IT service management (ITSM).
• Improves the ability to deliver high-quality IT services aligned with business needs.
• Demonstrates competency in ITIL practices beyond foundational knowledge.
• Provides a clear pathway toward the ITIL Expert level certification.
• Enhances career prospects and earning potential in IT service management.

Who should take the ITIL® Intermediate Exam?

• IT Service Manager
• IT Operations Manager
• Service Desk Manager
• Incident Manager
• Problem Manager
• Change Manager
• IT Consultant
• IT Project Manager
• Service Delivery Manager
• IT Infrastructure Manager

Skills Evaluated

Candidates taking the certification exam on the ITIL® Intermediate is evaluated for the following skills:

• In-depth understanding of ITIL concepts and processes relevant to service management.
• Application of ITIL best practices to improve IT service quality and efficiency.
• Ability to manage specific ITIL lifecycle stages (service strategy, service design, service transition, service operation, and continual service improvement).
• Capability to handle ITIL service capabilities like release management, capacity management, and IT operations management.
• Proficiency in aligning IT services with business goals and ensuring continuous improvement.
• Leadership in managing IT teams and processes effectively according to ITIL frameworks.

ITIL® Intermediate Certification Course Outline
The ITIL® Intermediate Certification covers the following topics -

1. SO01: Introduction to service operation

• The purpose, objectives and scope of service operation

• The value to the business

• The context of service operation in the ITIL service lifecycle

• The fundamental aspects of service operation and the ability to define them.

2. SO02: Service operation principles

• How an understanding of the basic conflict between maintaining the status quo and adapting to changes in business needs can lead to better service operation

• Other service operation principles including: involvement in other lifecycle stages; understanding operational health; the need for good documentation and communication including a communication strategy

• Service operation inputs and outputs.

3. SO03: Service operation processes

• The use, interaction and value of each of the service operation processes: event management, incident management, request fulfilment, problem management, and access management.

4. SO04: Common service operation activities

• How the common activities of service operation are co-ordinated for the ongoing management of the technology that is used to deliver and support the services

• How monitoring, reporting and control of the services contributes to the ongoing management of the services and the technology that is used to deliver and support the services

• How the operational activities of processes covered in other lifecycle stages contribute to service operation

• How IT operations staff should look for opportunities to improve the operational activities.

5. SO05: Organizing for service operation

• The role, objectives and activities of each of the four functions of service operation: service desk, technical management, IT operations management, and application management

• Service operation roles and responsibilities, where and how they are used as well as how a service operation organization would be structured to use these roles.

6. SO06: Technology considerations

• The generic requirements of technologies that support service management across all lifecycle stages

• The specific technology required to support the service operation processes and functions

7. SO07: Implementation of service operation

• Specific issues relevant to implementing service operation including: managing change in service operation; assessing and managing risk in service operation; operations staff involvement in service design and service transition

• Planning and implementing service management technologies within a company.

8. SO08: Challenges, critical success factors and risks

• The challenges (e.g. engagement with staff outside service operation, justifying funding), critical success factors (e.g. management and business support, staff retention) and risks (e.g. loss of service) related to service operation