ITIL® Intermediate Service Operation Certification Training

3 Day Classroom Session

24 PDUs Participation Certificate all participants-relevant to PMP Certified Professionals.

Accredited courseware

Accredited courseware

ITIL 2 sets of Scenario & Questions

ITIL 2 sets of Scenario & Questions Exercises that will prepare the participants for final exam.
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Service Operation is one of ITIL core publications in Service Lifecycle. This course trains participants in the practical aspects of the ITIL® Service Lifecycle and processes associated with the Service Operation. This also focuses on the process & functions that align business and IT. Service Operation aims to link IT deliverables to meeting business goals and delivering value to customers. Participants will be provided with practical and hands-on learning experiences using a scenario-based approach.

Service Operation (SO) aims to provide best practice for achieving the delivery of agreed levels of services both to end-users and the customers. Service operation is the part of the lifecycle where the services and value is actually directly delivered. Also the monitoring of problems and balance between service reliability and cost etc. are considered.

  •  Intense, Interactive Classroom Training
  •  100% Money Back Guarantee
  •  Accredited courseware
  •  Tips & Tricks on how to pass ITIL Service Strategy Certification Exam
  •  Program delivered by Faculty who are Approved & Accredited with Highest Proficiency and having vast Industry Experience.
  •  Assist Candidates with Career Planning, Growth & Development

At the end of this course, the participants will learn:

  • Identifying the Vital Business Functions of the organization
  • Prioritizing incidents based on impact and vulnerability
  • Restoring services quickly thereby minimizing business impact
  • Identifying root cause of a problem and providing a permanent solution
  • Providing access to only authorized personnel as the business deems fit
  • Taking appropriate measures to proactively resolve events much before they impact business
  • Establishing a Single Point of Contact for effective and efficient resolution of incidents
  • Identifying competent resources to manage organization’s Infrastructure
  • Identifying competent resources to manage organization’s Application
  • Managing IT Operations seamlessly and providing conducive facilities
  • Identifying Key Performance Indicators leading to Critical Success Factors

The target group of the ITIL Intermediate Qualification: Service Strategy certificate includes, but is not restricted to:

  • Chief information officers (CIOs)
  • Chief technology officers (CTOs)
  • Managers
  • Supervisory staff
  • Team leaders
  • Service designers
  • IT architects
  • IT planners
  • IT consultants
  • IT audit managers
  • IT security managers
  • Individuals who require a deeper understanding of the ITIL service strategy stage of the ITIL service lifecycle and how activities in it may be implemented to enhance the quality of IT service management within an organization.
  • IT professionals working in roles associated with strategic planning, execution and control within a service-based business model, seeking an understanding of the concepts, processes, functions and activities involved in service strategy.

About the Exam:

  • Exam Format: Multiple choice, scenario-based, gradient scored questions.
  • Number of Scenarios: 8
  • Number of Question per scenario: 1
  • Number of probable answers for each question: 4
  • Scoring: Best Ans=5; second Best Ans =3; slightly correct Ans=1; Distractor=0
  • Pass Score: 28/40 or 70%
  • Exam Delivery: Online or paper based
  • Exam Duration: 90 minutes
  • Open/Closed Book: Closed Book


  • An ITIL Foundation certificate v2 with v2-v3 bridge or higher.
  • Candidates must have undertaken at least 21 contact hours for this syllabus as part of a formal, approved training course/scheme. Contact hours are hours of instruction, excluding breaks, with an accredited training organization (ATO) or an accredited online self learning solution.
  • A basic IT literacy and around 2 years IT experience are highly desirable


Upon successfully achieving the ITIL Service Design, the participant will earn 3 credits in the ITIL Service Design qualification scheme.

 Introduction to Service Management
 Service Operations Principles
 Service Operations Processes
 Common Service Operations Activities
 Technology Considerations
 Implementation Considerations
 Challenges, Critical Success Factors, Risks
 Scenario Based Exercises and thorough review
 Tips & tricks in choosing the best answer!
 Examination Preparation, Mock Examinations & Review
 APMG, UK/CSME,USA Certification exam on Service Operations
  •  24 PDUs Participation Certificate all participants-relevant to PMP Certified Professionals.
  •  Accredited courseware
  •  ITIL 2 sets of Scenario & Questions Exercises that will prepare the participants for final exam.
  •  Tips & Tricks on how to pass the Certification Examination
  •  Course Certification Examination from APMG International - UK/CSME – USA

What are the Eligibility Requirements for ITIL® Foundation?

The ITIL® Foundation is an entry level Training Program. There are no required prerequisites to take the Exam. However, IT experience is highly recommended.

Where should I be doing my ITIL® Certification Program?

It is a good idea to get trained from an Accredited Training Organization (ATO) since they are approved by APMG and legally permitted to conduct Training and Certification. The syllabus and the trainer will be assessed and approved by AXELOS Limited- the governing body for ITIL®.

What next after ITIL® Foundation?

Once you are ITIL® Foundation Certified, then you are eligible to take Certification Training at the Intermediate level; leading to ITIL® Expert. Please note that there are 2 separate streams at the Intermediate level. Depending on your area of focus you choose a particular stream.

What are the Modules offered in the Intermediate Streams?

ITIL® Certification starts with ITIL® Foundation. There are then two streams at the Intermediate Level. The prerequisite to take any of these intermediate courses is the ITIL® Foundation Certificate. The two streams are:

  1. Service Life Cycle (comprising of 5 modules with 3 credits per module)
    • Service Strategy.
    • Service Design.
    • Service Transition.
    • Service Operations &
    • Continual Service Improvement.
  2. Capability (comprising of 4 modules with 4 credits per module)
    • Operational Support and Analysis
    • Planning Protection and Optimization
    • Release Control and Validation
    • Service Offerings and Agreements
  3. Managing Across Life Cycle (MALC )(1 module with 5 credits)

What are ITIL Credits and how does one acquire them?

To become an ITIL® Expert you are required to have a minimum of 22 credits. The credit per module is mentioned adjacent to each module. You can either do all the modules in Service Life Cycle or do all the modules in Capability or a combination from either stream. However to do MALC, which is mandatory, one needs to have a minimum of 17 credits. Successfully passing MALC will fetch two certifications - one for completing MALC and the second - the coveted ITIL® Expert Certification.

What is the duration for each Course?

The course duration is as per the credits awarded for each module. It is 3 days for Service Life Cycle, 4 days for Capability and 5 days for MALC.

What is the difference between the Service Life Cycle and the Capability Stream?

The Service Life Cycle (SLC) is the core of ITIL®. This stream is for those who are directly delivering customer facing services by executing the ITIL® processes

The Capability module is for those who are basically interested in designing, developing and implementing processes that meet business objectives. For example Process Owners, Process Managers, and Process Practitioners.

Who administers the ITIL® Exams?

The ATO will be offering the examination. Exams are offered paper based and online. Exams taken Online display your result immediately. Whereas it may take 3-4 working days to get the result for a paper based exam. Each Examination Institute has their own model for conducting the Exam.

What is an Examination Institute?

There are many Examination Institutes that are accredited through AXELOS. They simply conduct the Exam. Training Institutes, such as Redstone have to be accredited with one or several of such Examination Institutes such as APMG International, TUV-SUD Germany, EXIN.

What is considered a passing score for the ITIL® examination?

Foundation: A minimum score of 26/40 (65%) is required to pass the Foundation Exam. Intermediate Level Exams: A minimum score of 28/40 (70%) is required to pass an Intermediate Exam.

MALC Exam: A score of 35/50 (70%) is needed to pass the MALC exam.

What is the method of awarding marks?

There are no negative marks given for any of the Examinations. The marks for the Foundation Exam is either a 1 for a correct answer, and 0 for a wrong answer. For the intermediate examination it is different since it is gradient based. The best/correct answer will fetch full 5 marks. An almost right answer will fetch 3 marks. A slightly correct answer will fetch 1 mark, and 0 for a wrong answer.

What is the validity of the Certification?

There is no validation as such. If there is a major change – similar to what happened with ITIL® v2 to ITIL®v3, then there may be a bridge exam. However as of now there is no such indication of a major change coming up in the near future.

How could I develop into an ITIL® approved trainer?

All ITIL® trainers must be "sponsored" by an ITIL® Accredited Training Organization (ATO). They should have minimum of 9 credits. Proof of certification along with profile should be forwarded by the ATOs lead trainer to the Examination Institute. The lead trainer should mentor the new trainer and the Examination Institute will also conduct an interview to assess the capability of the new trainer.

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