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Course description

  • What are the course objectives?

    ITIL® Intermediate Service Strategy (SS) certification training from Simplilearn will furnish you with the expertise to implement the principles and processes in IT service management and ensure you pass the ITIL SS certification exam in your first attempt. The course is both a free-standing qualification and a key module in the ITIL Intermediate Lifecycle Stream for IT service management. This training will test and validate your knowledge of IT service management strategies and best practices as documented in the ITIL Service Strategy publication.

  • What skills will you learn?

    By the end of ITIL® Intermediate SS certification training you will be able to:
    • Understand the purpose, principles, and processes in service strategy
    • Explain governance in terms of service strategy
    • Identify how to organize IT activities and operations for service strategy
    • Define the technological considerations in service strategy
    • Perform the implementation of service strategy
    • Identify challenges, critical success factors, and risks
    • Create and operate customer-focused ITIL service strategies
    • Show how service strategy may be implemented to enhance the quality of IT service management within an organization

  • Who should take this course?

    ITIL® Intermediate SS certification is an essential requirement for professionals who need to master management-level concepts, core principles and supporting activities within service strategy. This certification is most suited for:
    • Chief Information Officers (CIOs)/Chief Technology Officers (CTOs)
    • IT managers, team leaders, and service designers
    • IT architects, planners, consultants, audit managers, and security managers
    • ITSM trainers involved in the ongoing management, coordination and integration of strategic activities within the service lifecycle
    • 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
    • Individuals who have attained the ITIL Foundation Certificate in IT Service Management and wish to advance to higher level ITIL certifications
    • Individuals seeking the ITIL Expert Certification in IT Service Management for which this qualification can be one of the prerequisite modules
    • Individuals seeking progress toward the ITIL Master’s Certificate in IT Service Management for which the ITIL Expert is a prerequisite

Course preview

  • ITIL® Intermediate SS

    • Learning Unit 00 - Introductory Lesson

      51:14
      • 0.1 ITIL® 2011 LIFECYCLE Module
        01:20
      • 0.2 Agenda
        01:10
      • 0.3 Objective
        00:24
      • 0.4 ITIL® 2011 Introduction
        01:01
      • 0.5 ITIL® 2011 Intermediate
        00:51
      • 0.6 ITIL - Qualification Criteria
        02:02
      • 0.7 Definition of Service Lifecycle
        00:51
      • 0.8 Definition of Service Capability
        00:48
      • 0.9 Difference between Lifecycle and Capability Modules
        00:37
      • 0.10 Managing Across the Lifecycle
        00:50
      • 0.11 Accreditation Institute
        00:44
      • 0.12 SS Course Description
        00:48
      • 0.13 Course Objective
        01:04
      • 0.14 Target Candidate
        00:42
      • 0.15 Target Candidate - Cont
        01:42
      • 0.16 Exam Pre-requisites
        01:16
      • 0.17 ITIL® 2011 SS Exam Format
        01:11
      • 0.18 EXAM TIPS
        00:22
      • 0.19 Course Outline
        02:58
      • 0.20 Quiz
        00:56
      • 0.21 Foundation Basics
        00:19
      • 0.22 What is ITIL ?
        01:23
      • 0.23 Benefits of ITIL
        00:51
      • 0.24 The ITIL 2011 Lifecycle
        02:09
      • 0.25 Service and Service Management ?
        01:30
      • 0.26 Service Strategy - Purpose
        02:12
      • 0.27 Service Strategy - Key Processes
        00:45
      • 0.28 Service Strategy - Basics
        01:33
      • 0.29 Service Strategy - Basics
        00:54
      • 0.30 Service Strategy - Basics
        01:04
      • 0.31 Service Strategy - Basics
        00:43
      • 0.32 Service Design - Purpose and Objectives
        02:26
      • 0.33 Service Design - Basics
        00:54
      • 0.34 Service Design - Key Processes
        00:37
      • 0.35 Service Design - Basics
        01:04
      • 0.36 Service Transition Purpose
        01:20
      • 0.37 Service Transition - Key Principles
        00:55
      • 0.38 Service Transition - Key Processes
        01:09
      • 0.39 Service Transition - Key Roles and Responsibilities
        01:05
      • 0.40 Service Operations - Purpose
        00:50
      • 0.41 Service Operations - Key Functions and Processes
        01:00
      • 0.42 Service Operations - Value to Business
        00:48
      • 0.43 Continual Service Improvements - Purpose
        01:00
      • 0.44 Continual Service Improvements - Basics
        01:55
      • 0.45 Key Links, Inputs and Outputs of the Service Lifecycle Stages
        01:11
      • 0.46 Quiz

    • Learning Unit 01 - Introduction to Service Strategy

      06:24
      • 1.1 Learning Unit 01 - Introduction to Service Strategy
        00:29
      • 1.2 Overview
        01:46
      • 1.3 Overview
        02:47
      • 1.4 Why Service Strategy at the Core ?
        01:22
      • 1.5 Quiz

    • Learning Unit 02 - Service Management as a Practice

      41:03
      • 2.1 Learning Unit 02 - Service Management as a Practice
        00:32
      • 2.2 Learning Unit Objectives
        00:38
      • 2.3 Services
        02:34
      • 2.4 Service Management, IT Service Management and Service Providers
        01:31
      • 2.5 Service Providers Types and Stakeholder in Service Management
        05:39
      • 2.6 Concept of Utility and Warranty (Value Creation)
        01:53
      • 2.7 Key Concepts - 1
        02:52
      • 2.8 Key Concepts - 2
        02:22
      • 2.9 Key Concepts - 3
        02:13
      • 2.10 Process Characteristics
        01:24
      • 2.11 Process Model
        02:36
      • 2.12 What is a Service Portfolio ?
        03:27
      • 2.13 The Service Portfolio and its contents
        00:32
      • 2.14 Basic Concepts Knowledge Management and SKMS
        01:57
      • 2.15 Governance and Management Systems
        01:42
      • 2.16 The Deming Cycle - PDCA
        01:31
      • 2.17 Specialization and Coordination across the lifecycle
        01:53
      • 2.18 Integration Across Service lifecycle
        01:50
      • 2.19 Integration Across Lifecycle - FAQ's
        01:26
      • 2.20 Process Integration - Characteristics
        01:46
      • 2.21 Summary
        00:45
      • 2.22 Quiz

    • Learning Unit 03 - Service Strategy Principles

      2:02:49
      • 3.1 Learning Unit 03 - Service Strategy Principles
        00:29
      • 3.2 Learning Unit Objectives
        00:39
      • 3.3 Fundamental Aspects of Strategy
        04:50
      • 3.4 The Four P's of Strategy
        02:54
      • 3.5 Four P's of Strategy - Cont
        02:46
      • 3.6 Four P's of Strategy - Cont
        02:31
      • 3.7 Strategic Plans results in patterns
        00:54
      • 3.8 Customer and Services
        03:29
      • 3.9 Types of IT Services (Internal and External Services)
        01:37
      • 3.10 Core, Enabling, or Enhancing Services
        01:28
      • 3.11 Value - Characteristics
        03:11
      • 3.12 Customer's Perception of Value
        03:05
      • 3.13 Value Added and Value realized
        03:07
      • 3.14 "Value Added" to "Value realized"
        00:28
      • 3.15 Effects of Utility and Warranty on Service
        04:42
      • 3.16 Combined effects of Utility and Warranty
        02:52
      • 3.17 Value of a Service in terms of return on asset for customer
        01:18
      • 3.18 Utility and Warranty - Communicating Utility
        02:16
      • 3.19 Utility and Warranty - Communicating Warranty and Combined effects
        04:32
      • 3.20 Customer Assets, Service Assets and Strategic Assets
        03:16
      • 3.21 Service Management Optimizes the performance of service asset
        01:25
      • 3.22 How Service Management Enables Business Outcomes
        00:26
      • 3.23 How Service Provider Enables a Business Unit's Outcomes
        02:15
      • 3.24 Customer Assets, Service Assets and Strategic Assets - Cont
        01:15
      • 3.25 Service Providers - Types i, ii and iii - Internal(I), Shared(II) and External Service Providers(III)
        02:35
      • 3.26 Service Provider - Type ii provider
        02:15
      • 3.27 Service Provider - Type iii Providers
        02:12
      • 3.28 How to define Service - Steps
        07:32
      • 3.29 How to define Service - Steps - Cont
        02:52
      • 3.30 Strategies for Customer Satisfaction - Kano Model
        01:16
      • 3.31 The Kano Model and Service Attributes
        05:31
      • 3.32 Service Economic dynamics (External Service Providers)
        01:01
      • 3.33 Service Economic dynamics (Internal Service Providers)
        01:36
      • 3.34 Return on Investment
        02:57
      • 3.35 ROI - Different Considerations
        02:01
      • 3.36 Return on Investment - Business Case
        01:24
      • 3.37 Pre - Programmed ROI(Techniques for quantitatively analyzing an investment in service management)
        03:36
      • 3.38 Return on Investment - Pre - Programmed ROI - NPV decisions
        01:58
      • 3.39 Service Economics Return on Investment - Pre - Programmed ROI - NPV decisions
        01:32
      • 3.40 Post - Programmed ROI (Techniques for retro actively analyzing an investment in Service mgnt)
        04:05
      • 3.41 Post Programmed ROI Forecast Analysis
        01:25
      • 3.42 Service Economics : Business Impact Analysis (BIA)
        02:12
      • 3.43 Sourcing Strategy : Sourcing Structures
        01:43
      • 3.44 Sourcing Strategy : Multi - Vendor Sourcing
        02:00
      • 3.45 Sourcing Strategy : Service - Provider Interfaces (SPI)
        02:23
      • 3.46 Sourcing Strategy : Sourcing Governance
        02:22
      • 3.47 Service Structures in the Value Network
        01:47
      • 3.48 Service Structures in the Value Network - Using Value Network
        01:54
      • 3.49 Inputs from other Lifecycle's
        02:00
      • 3.50 Outputs to other Lifecycle's
        01:22
      • 3.51 Recommended Approaches
        00:25
      • 3.52 Critical Success Factors
        01:03
      • 3.53 Summary
        00:52
      • 3.54 Exercises
        00:10
      • 3.55 Exercise 1 : Identify fields from "1-6" and Elaborate the Importance of SKMS
        00:21
      • 3.56 Exercise 2 : Identify Value Characteristics
        00:42
      • 3.57 Quiz

    • Learning Unit 04 - Service Strategy Processes

      4:40:30
      • 4.1 Learning Unit 04 - Service Strategy Processes
        01:03
      • 4.2 Learning Unit 4.1 - Strategy Management For IT Services
        00:08
      • 4.3 Learning Unit Objectives
        00:56
      • 4.4 Purpose and Objectives
        01:43
      • 4.5 Scope and Value
        03:57
      • 4.6 The Scope of Strategy Management Process
        00:21
      • 4.7 Strategic Analysis of Customer Portfolio
        01:50
      • 4.8 Process Flow for Strategy Management
        01:40
      • 4.9 Process Flow for Strategy Management
        00:30
      • 4.10 Strategic Assessment
        01:40
      • 4.11 Steps for Strategic Assessment
        04:00
      • 4.12 Strategy Generation - Evaluation and Selection
        07:23
      • 4.13 Strategy Execution
        02:21
      • 4.14 Activities - Strategy Execution
        06:06
      • 4.15 Measurement and Evaluation
        00:30
      • 4.16 Strategy Management for Internal IT Service Providers
        02:10
      • 4.17 Strategy Management for Internal IT Service Providers - Cont
        02:09
      • 4.18 Information Management - Overview of the main sources
        01:48
      • 4.19 Inputs and Outputs
        01:44
      • 4.20 Triggers and Interfaces
        03:11
      • 4.21 Critical Success Factors (CSFs) and Key Performance Indicators (KPIs)
        03:52
      • 4.22 Challenges
        01:13
      • 4.23 Risks
        02:18
      • 4.24 Summary
        00:43
      • 4.25 Learning Unit 4.2 - Service Portfolio Management
        00:08
      • 4.26 Learning Unit Objectives
        01:04
      • 4.27 Service Portfolio Management
        02:01
      • 4.28 Service Portfolio Management
        01:57
      • 4.29 Key Concepts
        01:51
      • 4.30 Key Concepts - Cont
        02:12
      • 4.31 Key Concepts - Cont
        01:20
      • 4.32 Service Portfolio and Service Catalogue
        00:58
      • 4.33 Service Portfolio and Service Catalogue
        02:56
      • 4.34 Key Concepts - Cont
        01:39
      • 4.35 Key Concepts - Cont
        03:22
      • 4.36 Process Activities - 4 Main Phases
        03:23
      • 4.37 Process Activities - 4 Main Phases
        01:23
      • 4.38 Process Activities - Process Initiation
        02:58
      • 4.39 Process Activities - Define
        03:22
      • 4.40 Process Activities - Analyse
        01:41
      • 4.41 Prioritizing Service Investments
        02:20
      • 4.42 Value - To - Cost
        01:37
      • 4.43 Process Activities - Approve
        04:22
      • 4.44 Process Activities - Service Charter
        01:23
      • 4.45 Process Activities - Service Charter
        02:25
      • 4.46 Process Activities, Methods and Techniques
        02:38
      • 4.47 Triggers
        02:00
      • 4.48 Inputs, Outputs and Interfaces
        04:21
      • 4.49 Information Management
        01:13
      • 4.50 Critical Success Factors and KPI's
        03:08
      • 4.51 Challenges
        01:26
      • 4.52 Risks
        01:03
      • 4.53 Summary
        00:36
      • 4.54 Learning Unit 4.3 - Financial Management for IT Services
        00:16
      • 4.55 Learning Unit Objectives
        00:57
      • 4.56 Financial Management for IT Services
        01:23
      • 4.57 Financial Management for IT Services
        02:15
      • 4.58 Financial Management for IT Services - Value to Business
        01:55
      • 4.59 Enterprise Financial Management Policies
        04:21
      • 4.60 Compliance
        01:37
      • 4.61 Major Inputs, Outputs and Activities of Financial Management for IT Services
        01:11
      • 4.62 Major Inputs
        02:47
      • 4.63 Major Outputs
        03:33
      • 4.64 Process Activities, Methods and Techniques - Accounting
        01:49
      • 4.65 Accounting : Cost Models
        02:22
      • 4.66 Cost Models - Cost by IT Organization Model
        02:06
      • 4.67 Cost By Service
        00:44
      • 4.68 Cost Models - Cost by Service
        02:09
      • 4.69 Cost By Customer, Cost By location
        01:13
      • 4.70 Cost by Customer and Cost by location
        02:32
      • 4.71 Hybrid Cost Models
        01:23
      • 4.72 Cost Model - Hybrid Cost Model
        01:03
      • 4.73 Accounting : Cost Centre's and Cost Units
        02:42
      • 4.74 Accounting : Cost Types and Cost Elements
        02:48
      • 4.75 Accounting : Cost Classification
        02:59
      • 4.76 Accounting - Activities - Chart Of Accounts, Analysis, Reporting and Action Plans
        03:19
      • 4.77 Process Activities, Methods and Techniques - Budgeting
        02:34
      • 4.78 Budgeting - Activities
        03:08
      • 4.79 Process Activities, Methods and Techniques - Charging
        02:11
      • 4.80 Charging - Activities
        07:27
      • 4.81 Inputs, Outputs, Triggers
        03:21
      • 4.82 Interfaces
        03:17
      • 4.83 Information Management
        01:09
      • 4.84 Critical Success Factors and Key Performance Indicators
        02:49
      • 4.85 Challenges
        01:40
      • 4.86 Risks
        01:13
      • 4.87 Summary
        00:28
      • 4.88 Learning Unit 4.4 - Demand Management
        00:15
      • 4.89 Learning Unit Objectives
        00:43
      • 4.90 Purpose and Objectives
        02:39
      • 4.91 Scope
        00:25
      • 4.92 Value to Business
        01:08
      • 4.93 Demand Management Activities
        01:43
      • 4.94 Difference between Demand Management and Capacity Management
        01:45
      • 4.95 Supply and Demand - Correlation
        01:47
      • 4.96 Demand Management through the Lifecycle
        02:09
      • 4.97 Sources of Demand Forecasting
        00:58
      • 4.98 Patterns of Business Activity
        02:25
      • 4.99 User Profiles, Activity Based Demand Management
        01:54
      • 4.100 Activity Based Demand Management - Examples
        01:10
      • 4.101 Process Activities, Methods and Techniques
        02:15
      • 4.102 Inputs and Outputs
        01:38
      • 4.103 Interfaces
        02:52
      • 4.104 Interfaces - Cont
        02:04
      • 4.105 Triggers
        00:59
      • 4.106 CSF and KPI's
        02:53
      • 4.107 Challenges and Risks
        01:13
      • 4.108 Summary
        00:40
      • 4.109 Learning Unit 4.5 - Business Relationship Management
        00:17
      • 4.110 Learning Unit Objectives
        00:55
      • 4.111 Purpose - Two Fold
        02:07
      • 4.112 Objectives
        01:37
      • 4.113 Scope
        02:23
      • 4.114 Value to Business
        02:25
      • 4.115 Relationship with other Service Management Processes
        01:48
      • 4.116 Business Relationship Management Vs Business Relationship Manager
        02:08
      • 4.117 Customer Portfolio
        03:14
      • 4.118 Conflicts - Customers and Users ???
        02:10
      • 4.119 Service Requirements
        03:19
      • 4.120 Business relationship management activities
        01:08
      • 4.121 Nature of the Business Relationship Management Process
        03:02
      • 4.122 BRM Process through the life cycle
        03:12
      • 4.123 Interfaces - Life cycle
        09:32
      • 4.124 Triggers
        00:43
      • 4.125 Inputs
        00:48
      • 4.126 Outputs
        00:26
      • 4.127 Interfaces - Other Processes
        04:56
      • 4.128 Information Management
        01:29
      • 4.129 CSF and KPI's
        02:41
      • 4.130 Challenges
        01:29
      • 4.131 Risks
        01:31
      • 4.132 Summary
        00:36
      • 4.133 Exercises
        00:06
      • 4.134 Exercise 1 : Demand Management Activities
        00:57
      • 4.135 Exercise 2 : Challenges - Strategy Mangement for IT Services
        01:12
      • 4.136 Quiz

    • Learning Unit 05 - Service Strategy, Governance, Architecture and ITSM Implementation Strategies

      53:53
      • 5.1 Learning Unit 05 - Service Strategy, Governance, Architecture and ITSM Implementation Strategies
        01:04
      • 5.2 Learning Unit Objectives
        00:51
      • 5.3 Service Strategy - Governance
        03:11
      • 5.4 Difference between Governance and Management
        01:13
      • 5.5 Governance Framework and IT Governance
        01:34
      • 5.6 How is Corporate governance of IT defined, fulfilled and enforced ?
        01:08
      • 5.7 How does service strategy relate to governance ?
        01:49
      • 5.8 Setting the strategy, policies and plans
        01:43
      • 5.9 Direct - Activities
        00:56
      • 5.10 Monitor - Areas
        00:56
      • 5.11 Establishing and Maintaining a Service Management System
        02:27
      • 5.12 IT Service Strategy and the Business
        01:18
      • 5.13 Using Strategy to achieve balance
        01:47
      • 5.14 IT Service Strategy and the Business - Integrated Patterns
        01:52
      • 5.15 IT Service Strategy and Application Development
        02:03
      • 5.16 Creating a strategy for Implementing SM Processes - Types of Service Mangement Implementations
        04:19
      • 5.17 Strategies for Organization's
        02:49
      • 5.18 Implementation Strategy - Defining a Vision and Mission for the SM Implementation
        02:05
      • 5.19 Defining the Vision and Mission - Steps
        04:28
      • 5.20 Service Management Assessment
        02:50
      • 5.21 Service Management Assessment - Variables
        03:52
      • 5.22 Objective for Implementing Service Management
        03:38
      • 5.23 Preparing a business case
        02:31
      • 5.24 The Project Charter - Contents
        01:44
      • 5.25 Go or No Go - Decision - Factors
        01:03
      • 5.26 Summary
        00:42
      • 5.27 Quiz

    • Learning Unit 06 - Organizing for Service Strategy

      41:12
      • 6.1 Learning Unit 06 - Organizing for Service Strategy
        00:45
      • 6.2 Learning Unit Objectives
        00:40
      • 6.3 Organizational Development
        01:30
      • 6.4 5 Stages of Organizational Development
        03:32
      • 6.5 5 Stages of Organizational Development - Cont
        01:16
      • 6.6 Deciding on a Structure
        03:22
      • 6.7 Organizational Departmentalization
        01:26
      • 6.8 Organizing for Service Strategy - Organizational Design
        00:39
      • 6.9 Organizational Design Steps
        00:57
      • 6.10 Organizing for Service Strategy - Organizational Culture
        02:31
      • 6.11 Organizing for Service - Strategy Functions
        01:14
      • 6.12 Roles - Generic Service Owner Roles
        02:49
      • 6.13 Roles - Generic Process Owner Role
        01:35
      • 6.14 Roles - Generic Process Manager Role
        01:29
      • 6.15 Roles - Generic Process Practitioner Role
        01:16
      • 6.16 Roles - Strategy Management for IT Service Roles
        01:37
      • 6.17 Roles - Strategy Management for IT Service Roles
        01:50
      • 6.18 Roles - Service Portfolio Management Roles
        01:31
      • 6.19 Roles - Business Relationship Management Roles
        02:00
      • 6.20 Roles - Business Relationship Management Roles
        00:28
      • 6.21 Roles - Financial Management for IT services roles
        02:22
      • 6.22 Roles - Demand Management Roles
        01:25
      • 6.23 Competence and Training
        01:37
      • 6.24 Attributes Required
        01:10
      • 6.25 Responsibility Model - RACI
        01:30
      • 6.26 Summary
        00:41
      • 6.27 Quiz

    • Learning Unit 07 - Technology Considerations

      18:30
      • 7.1 Learning Unit 07 - Technology Considerations
        00:29
      • 7.2 Learning Unit Objectives
        00:30
      • 7.3 Service Automation
        02:15
      • 7.4 Service Automation - Cont
        03:06
      • 7.5 Instrumentation Techniques
        00:48
      • 7.6 Characteristics Of Good Service Interfaces
        02:00
      • 7.7 Types Of Technology Encounters - Froehle and Roth, 2004
        02:45
      • 7.8 Service Interfaces
        03:06
      • 7.9 Tools For Service Strategy
        02:58
      • 7.10 Summary
        00:33
      • 7.11 Quiz

    • Learning Unit 08 - Implementing Service Strategy

      21:23
      • 8.1 Learning Unit 08 - Implementing Service Strategy
        00:27
      • 8.2 Learning Unit Objectives
        00:31
      • 8.3 Implementing Service Strategy - Implementation through the lifecycle
        01:59
      • 8.4 Service Strategy Implementation activities following a lifecycle approach
        04:25
      • 8.5 Designing Service Strategy
        01:21
      • 8.6 Transitioning Service Strategy
        01:42
      • 8.7 Operating and Continual Improvement of Service Strategy - Activities
        01:55
      • 8.8 Impact of Service Strategy on other Stages
        03:43
      • 8.9 Key importance with Other Lifecycle Phases
        04:50
      • 8.10 Summary
        00:30
      • 8.11 Quiz

    • Learning Unit 09 - Challenges, Critical Success Factors and Risks

      06:09
      • 9.1 Learning Unit 09 - Challenges, Critical Success Factors and Risks
        00:24
      • 9.2 Learning Unit Objectives
        00:14
      • 9.3 Challenges and Risks
        04:06
      • 9.4 Critical Success Factors
        01:13
      • 9.5 Summary
        00:12
      • 9.6 Quiz

    • Learning Unit 10 - Summary and Directed Studies

      00:50
      • 10.1 Learning Unit 10 - Summary and Directed Studies
        00:30
      • 10.2 Directed Studies and glossary
        00:02
      • 10.3 Checkpoints
        00:03
      • 10.4 THANK YOU
        00:15
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Exam & certification

  • How will I become an ITIL® Intermediate SS certified professional?

    You can become certified in ITIL® SS from AXELOS by following these steps:
     
    Step 1: Appear for the ITIL SS exam after completing the training
    Step 2: Score 70% (28 out of 40 questions) in 90 minutes
    Step 3: You will earn three ITIL credits upon successful completion of the exam

  • What are the prerequisites for ITIL® Intermediate SS certification?

    • Minimum of 21 hours of instruction with an Accredited Training Organization or an accredited e-learning solution
    • ITIL Foundation Certificate in IT Service Management
    • Basic IT proficiency and two years IT experience are highly desirable

  • How do I unlock my Simplilearn certificate?

    Online self-learners must complete 85% of the course to receive their certificate of participation from Simplilearn.

  • Until when can I procure exam voucher from Simplilearn?

    Your exam voucher fee is included in the price of this course. However, you must procure the exam voucher within six months from the date of course purchase. In case the exam price goes up and you have not yet booked the exam, you will need to pay the difference in amount to Simplilearn.

  • How frequently does the exam fee change?

    Exam prices are governed by the certification body and can change. Price changes are typically announced during the end of the calendar year. In case the exam price goes up and you have not yet booked the exam, you will need to pay the difference in amount to Simplilearn.

  • What is the validity of my exam voucher?

    Exam vouchers are valid for one year from the date of issuance. If you do not book the exam within one year from purchase of voucher, you will need to buy the voucher again per the actual price.

  • How will I schedule/book the exam?

    Please click the below link for information regarding the booking process.
    https://www.simplilearn.com/ice9/about_course_images/Raise_exam_request_through_LMS.pdf

  • Does the course fee include examination fees as well?

    Yes, the course fee is inclusive of the examination fee.
     

  • Can I ask for refund of exam voucher cost once it is issued to me?

    No, exam voucher cost cannot be refunded once it is issued to a learner as we procure this from third party bodies. Simplilearn does not own the voucher policies and cost.
     

Course advisor

Manuel W Lloyd
Manuel W Lloyd Virtual CIO, IT Service Expert

Manuel W. Lloyd is a Process Expert known for his thought leadership in IT governance, legislative compliance, operational efficiency, and cyber security.

Reviews

Arunabha Saha
Arunabha Saha Asst. Manager

Excellent Course Content.

Sundaresan Sethuraman
Sundaresan Sethuraman Project Manager at Cognizant

Simplilearn's ITIL suite is very good to learn and follow. The content and flow has been exemplary. Thanks!

Manmohan Yadav
Manmohan Yadav

I am impressed with the professionalism shown by Simplilearn team from the beginning to end of the training.

Francis Manoj D'Souza
Francis Manoj D'Souza

Training was very good specially the trainer was excellent. He made us understand very well citing varied examples.

Sheetal Suvarna
Sheetal Suvarna

Very nice & informative. Thanks a lot.

    FAQs

    • What is included with the training?

      You will get access to our e-learning content, practice simulation tests and an online participant handbook that cross references the e-learning to reinforce what you’ve learned.

    • How many questions are there in the ITIL® Intermediate SS certification exam?

      The exam has a total of eight scenario-based multiple-choice gradient score questions. The duration of the exam is 90 minutes.

    • What certification will I receive after completing the training?

      After successful completion of the training, you will be awarded the course completion certificate from Simplilearn along with 19 hours of PDUs. Once you successfully pass the ITIL Intermediate SS Certification exam, you will receive the certification from the exam body.

    • How does Simplilearn assure that the material and the training delivered are effective?

      Our certification training is designed for you to pass the exams on your first attempt. With a hands-on learning approach and Global Learning Framework, the training not only gives you the confidence to pass the exam, but also helps you retain knowledge beyond the exam.

    • Can I cancel my enrollment? Will I get a refund?

      Yes, you can cancel your enrollment if necessary. We will refund the course price after deducting an administration fee. To learn more, you can view our Refund Policy.

    • I’d like to learn more about this training program. Whom should I contact?

      Contact us using the form on the right side of any page on the Simplilearn website, or select the Live Chat link. Our customer service representatives can provide you with more details.

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    Contact Us

    1-844-842-4145

    (Toll Free)

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    • ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved. The Swirl logo™ is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
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