ITIL Intermediate Certification Program

1. Introduction

The ITIL Intermediate course is designed for IT professionals seeking to deepen their knowledge of IT Service Management (ITSM) beyond the ITIL Foundation.
It focuses on practical application of ITIL concepts in managing and delivering IT services, covering both Lifecycle Modules and Capability Modules.
Participants gain the ability to manage IT services effectively, improve organizational efficiency, and align IT services with business objectives.

2. Course Objectives

By the end of this training, participants will be able to:

• Understand the ITIL Service Lifecycle and Capability modules in detail.
• Apply ITIL concepts to manage IT services and processes effectively.
• Analyze, design, and implement IT service strategies.
• Facilitate continual service improvement initiatives.
• Prepare for ITIL Intermediate certification exams.

3. Targeted Group

The course is ideal for:

• IT Managers, Service Managers, and Team Leaders
• Process Owners and ITSM Practitioners
• IT Consultants and Business Analysts
• Professionals seeking advanced ITIL certification
• IT professionals responsible for service management initiatives

4. Course Duration

Total Duration: 12 days (40–56 contact hours depending on module selection)
Delivery Options:

• Instructor-led classroom training
• Live online interactive sessions
• Hands-on exercises, case studies, and workshops

5. Training Methodology

The training uses a blend of theory, practical exercises, and interactive learning techniques:

• Instructor-led lectures and presentations
• Case study analysis and group discussions
• Process simulations and scenario-based exercises
• Mock exams and review sessions for certification readiness
• Tools and templates for practical ITSM implementation

6. Course Content

Module 1: Service Lifecycle Overview

• Overview of the ITIL Service Lifecycle
• Integration between Lifecycle and Capability modules
• Understanding roles and responsibilities

Module 2: Service Strategy (SS)

• Service portfolio management
• Financial management for IT services
• Demand management and business relationship management

Module 3: Service Design (SD)

• Design coordination and principles
• Service level management
• Availability, capacity, and continuity management

Module 4: Service Transition (ST)

• Change management, release and deployment management
• Service asset and configuration management
• Knowledge management practices

Module 5: Service Operation (SO)

• Incident, problem, and event management
• Request fulfillment and access management
• Operational control and monitoring

Module 6: Continual Service Improvement (CSI)

• 7-Step Improvement Process
• Measurement and metrics for service improvement
• Implementing CSI initiatives

Module 7: Operational Support and Analysis (OSA)

• Operational monitoring and control
• Incident and problem management deep dive
• Tools for operational support

Module 8: Planning, Protection, and Optimization (PPO)

• Capacity, availability, IT service continuity planning
• Security management best practices
• Demand and performance optimization

Module 9: Release, Control, and Validation (RCV)

• Release and deployment planning
• Service validation and testing
• Change evaluation and transition planning

Module 10: Service Offerings and Agreements (SOA)

• Service catalog management
• Service level agreements (SLAs) and operational level agreements (OLAs)
• Service reporting and customer engagement

Module 11: Managing Across the Lifecycle (MALC)

• Integrating knowledge across all lifecycle phases
• Roles, responsibilities, and governance
• Preparing for ITIL Expert path

Module 12: Exam Preparation and Practical Exercises

• Mock exams and practice questions
• Review of key concepts and exam strategies
• Case studies and scenario-based exercises for real-world application

7. Expected Outcomes

Upon completing this training, participants will be able to:

• Apply ITIL Intermediate concepts to real-world IT service management scenarios.
• Implement service management processes across the service lifecycle.
• Conduct continual service improvement initiatives and measure outcomes.
• Align IT services with business needs and optimize IT operations.
• Confidently prepare for the ITIL Intermediate certification exam.

8. Certificate of Completion

Participants who complete all 12 modules and required assessments will receive:

🎓 Certificate of Completion – ITIL Intermediate

Issued by: FOTADE Training, Research and Resource Development Centre

This certificate validates the participant’s advanced knowledge and practical skills in ITIL Intermediate concepts, preparing them for ITIL certification and leadership roles in IT Service Management.