The Art of service (http://theartofservice.org) offers accredited ITIL training and ITIL exam preparation. This slideshow gives insight in the ITIL Intermediate Programs. The ITIL Intermediate course is changing from ITIL V3 Intermediate to ITIL 2011 Intermediate, but the information in this presentation is still valid. The Art of Service is the leading provider of on demand online ITIL training. You start your ITIL Foundation training or your ITIL Intermediate training at a time that suits you! Why wait? Start your ITIL training now.

1. ITIL Intermediate
The Art of Service helps you find your
way to ITIL certification
ITIL® is a Registered Trade Mark of the Cabinet Office in the United Kingdom and other countries.

2. What to do AFTER
Foundation?
• Capability Stream • Lifecycle Stream
• SOA • SS
• PPO • SD
• RCV • ST
• OSA • SO
• CSI

3. ITIL Intermediate -
Capability
• SOA = Service Offerings and
Agreements
• PPO = Planning, Performance and
Optimization
• RCV = Release, Control and Valuation
• OSA = Operational Support and
Analysis

4. ITIL Intermediate -
Lifecycle
• SS = Service Strategy
• SD = Service Design
• ST = Service Transition
• SO = Service Operation
• CSI = Continual Service Improvement

5. ITIL Certification
Pathway
ITIL
Master
ITIL Expert
Managing Across the Lifecycle
SS SD ST SO CSI OSA PPO RCV SOA
Lifecycle Modules Capability Modules
ITIL 2011 Foundation Certificate in IT Service Management

6. Capability Courses
• Target audience:
IT Professionals working in
organizations that are implementing
(or have implemented) ITIL
Processes.
• Deep understanding around processes
within a job role or ‘process cluster’

7. Capability theory
covers..
• Processes from multiple Lifecycle phases,
covering parts from multiple books.
• Implementation consideration for the group
of processes
• Technology and Tools to support the group
of processes

8. Lifecycle Courses
• Target audience:
IT Directors and IT
Managers. Also consultants
and ITIL trainers.
• Deep understanding around
processes within a specific
Lifecycle Stage.

9. Lifecycle theory covers..
• Processes from a single Lifecycle
phase (=single ITIL book )
• Implementation consideration for the
group of processes
• Technology and Tools to support the
group of processes

10. ITIL Exams
• Foundation
• Intermediate - Capability
• SOA , PPO , RCV , OSA
• Intermediate Lifecycle
• SS, SD, ST, SO, CSI
• Managing Across the Lifecycle
(MALC) Expert Expert
MALC MALC
Intermediate Intermediate
Foundation Foundation
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11. ITIL Expert
• 22 points required
• Foundation = 2 points
• EACH Capability = 4 points
• EACH Lifecycle = 3 points
• MALC = 5 points

12. BUILD YOUR PATH TO
EXPERT - examples
Total
Foundation SOA PPO RCV OSA SS SD ST SO CSI MALC
points
2 4 4 4 4 5 23
2 3 3 3 3 3 5 22
2 4 4 3 3 3 5 24
2 4 4 4 3 5 22
2 4 3 3 3 3 5 23
Foundation and MALC are compulsory,
the rest is up to you.
Choose the programs that appeal most to you and your
career
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13. Accredited Intermediate
courses
Foundation: - Online exam @ test centre
- Online exam @ other venue
- Online eLearning - Paperbased exam
- Classroom
Intermediate:
- Online eLearning
- Classroom
MALC:
- Online eLearning
- Classroom

14. How do I sit the exam?
Intermediate exam option:
1. Testing Centre via your training company
2. Online Testing at venue of your choice (the exam comes to you)
Where is the closest CSME testing centre
for Intermediate exams ?
http://kryteriononline.com/host_locations/nobranding.asp
“Our exam coordinator works with you to plan, organise and schedule your exam,
Saving you time, hassle and frustration!”
Ivanka Menken - CEO,The Art of Service
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15. Intermediate
exam
8 questions
Complex multiple choice with
scenario
Graded answers:
5 points for the best answer
3 points for the next option
1 points for the next option
0 points for the distractor
28 points = pass
90 minutes to complete exam
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16. ITIL certification
Passrates in 2011
Art of Service
Global Students
Foundation 88% 89%
Intermediate
81% 85%
(average)
MALC 62.6% 100%
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17. More information?
• Our website:
http://theartofservice.com
• Our online store:
http://
store.theartofservice.com
• Our online learning Portal:
http://theartofservice.org