The CITSM Based on ITIL Intermediate certifications are available to anyone that has passed the ITIL Foundation exam. It has a modular structure with each module providing a different focus on IT Service Management. The Intermediate modules go into more detail than the Foundation certification, and provide an industry-recognized certification.
The CITSM Based on ITIL Intermediate certifications are comprised in two categories – Service Lifecycle and Service Capability. Participants or candidates may wish to concentrate on one set of modules, but participants can choose to select modules from both the Service Lifecycle and Service Capability streams in order to combine management and technical knowledge. This course provides the best package as required by ITSM professional and to prepare for further certification exam in ITIL competency qualification
The participants are recommended to 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 or the Service Life Cycle modules.
Service Lifecycle modules are most relevant to those who have, or are looking for, a management or team leader role that requires management of different areas or work across different teams.
All the modules within the Service Lifecycle category are suitable for those intending to focus on the process and practice elements used, and the management capabilities needed to deliver quality Service Management practices.
The Service Strategy (SS) certification is one of five ITIL ® Service Lifecycle modules and provides you with the guidance that enables you to design, develop, and implement service provider strategy that aligns to the organizational strategy. The SS module focuses on the importance of the strategic aspect of services within the IT service lifecycle. It provides the specific knowledge and techniques to help you demonstrate that you understand the risks and success factors and have the skills to develop and progress strategy within an organization or programme.
The course covers management and control of activities and techniques that are documented in the ITIL Service Strategy publication, but it does not provide the full detail of each supporting process. The strategic aspects of a service should not be underestimated. Adopting service strategy techniques and principles can help organizations ensure that their IT teams are aligned with the business as a whole and are not just focused on technical concerns. This can enable better communication within an organization resulting in smoother and swifter development of new or updated products and services.
The SS module offers the same benefits to individuals who will be better able to understand the relationship between the IT and general aspects of their work and to appreciate how the ITIL best practice framework can help them work more efficiently.
The Service Design (SD) module is one of the certifications within the ITIL ® Service Lifecycle work stream. It focuses on the design of IT services and covers thearchitectures, processes, policies and documentation that will enable you to designservices that meet the needs of the organization or programme.
The design process is vital to the continued improvement and development of services within the IT lifecycle and this module will also teach you techniques required todevelop, manage and integrate service design into the IT Service management process.
The course introduces the purpose, principles and processes of service design and will also teach you how to organize and implement this as part of overall service managementas well as providing guidance on technology-related activities and considerations. It alsodemonstrates how service design relates to the other stages of the ITIL Service Lifecycle.
The course covers management and control of activities and techniques that are documented in the ITIL Service Design publication, but it does not provide the full detail of each supporting process. More information about these processes can be found in the Service Offering and Agreements module from the Service Capability work stream.
Good service design can improve the alignment of IT with the overall business and user needs and the certification will illustrate the importance of designing consistent service design practices in order to achieve this. The Service Design module provides guidance on how to create and launch products and services that will meet the immediate and ongoing needs of organizations and programmes.
The Service Transition (ST) module is one of the certifications within the ITIL ® Service Lifecycle work stream. This module focuses on the process and practice elements and management techniques required to build, test and implement products and services. Italso demonstrates how service transition can apply to other stages of the IT Servicelifecycle and can underpin decisions during the Strategy and Operations phases.
The ST module will teach you how to plan and manage the move into initial operation for the new or revised resources created during the Service Strategy and Service Design stages of the ITIL Service Lifecycle. In addition to providing guidance on techniques for organizing and managing the transition, the certification also covers management of technology considerations and challenges and risks.
The course covers management and control of activities and techniques that are documented in the ITIL Service Transition publication, but it does not provide the full detail of each supporting process. More information about these processes can be found in the Release, Control and Validation module from the Service Capability work stream.
The techniques taught in the ST module can help organizations and individuals better understand and manage changes to IT services in line with users’ expectations and business strategy. Service transition is vital for flexibly managing changes and delivering improvement to services provided by organizations or programmes of work.
The Service Operation (SO) module is one of the certifications within the ITIL ® Service Lifecycle work stream. This module focuses on the principles, processes, operational activities and functions that enable organizations and individuals to successfully manage how their products and services perform. These activities can also help improve their IT Service Management.
The SO module focuses on the coordination and execution of activities that enable the ongoing management and operation of the products or services developed or implemented during the service strategy, design and transition phases of the IT Service Lifecycle as well as any technology and support resources that are used to deliver them.
The course covers management and control of activities and techniques that are documented in the ITIL Service Operation publication, but it does not provide the full detail of each supporting process. More information about these processes can be found in the Operational Support and Analysis module from the Service Capability work stream.
Understanding of Service Operation best practice enables organizations and IT teams to effectively sustain and maintain the products and services they develop and ensure that they provide efficient resources for their users.
The Continual Service Improvement (CSI) module is one of the certifications within the ITIL ® Service Lifecycle work stream. This module focuses on the principles and techniques from the Continual Service Improvement stage of the ITIL Lifecycle, but does not go into detail about specific processes.
The CSI certification focuses on how organizations and individuals can strategically review the products and services they have produced following the strategy, design, transition and operation stages of the IT Service Lifecycle and offers guidance on how this process should be organized and executed. It also includes guidance on the tools and technology that can be used to support CSI activities as well as how to evaluate risks and critical success factors.
The course covers management and control of activities and techniques within the Continual Service Improvement phase of the ITIL Lifecycle, but it does not provide the full detail of each supporting process.
CSI practices can help businesses and projects continue to meet and adapt to the changing needs of end users as well as improving efficiencies and returns on investment for organizations.
This section has been designed to support your preparations for the CITSM Based on ITIL Intermediate Certification exam, and includes 2 mock exams, as well as detailed analysis of the exam format and how to complete the exam.
The Intermidiary modules certification program would suit those working in the following areas:
The CITSM Based on ITIL Intermediate Essentials course is appropriate for all IT staff, but more specifically people in the following rolesshould attend:
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