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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 4:37:54
      • 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 00:06
      • 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 (3) 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-paced Learning: Complete 85% of the course

  • Until when can I procure 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 the event that an exam price does go 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. If the event that an exam price does go 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 1 year from the date of issuance. If you do not book the exam within 1 year from purchase of voucher, you will need to buy the voucher again per the actual price.

  • How will I take the exam?

    For customers outside India, web-based exam vouchers will be booked, and for India customers, only paper-based exam will be booked. Customers are expected to book the exam before the expiration of validity of their course.

  • I would like to book paper-based exam in India, what is the process?

    You can book the paper-based exam by contacting our team and visiting any of the centers below to take the exam.

    City Days Timings
    Bangalore Saturday & Sunday 08:00 AM - 08:00 PM
    Weekdays 08:00 AM - 08:00 PM
    Chennai Saturday 09:00 AM - 06:00 PM
    Hyderabad Saturday 09:00 AM - 06:00 PM
    Pune Saturday 09:00 AM - 06:00 PM
    Mumbai Saturday 09:00 AM - 06:00 PM
    Delhi Saturday 09:00 AM - 06:00 PM
    Kolkata Saturday 09:00 AM - 06:00 PM

  • Does the course fee include in examination fees as well?

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

  • How do I schedule my exam?

    For assistance in scheduling your exam, reach out to the sales consultant (inside sales manager) or raise a request to the support team of Simplilearn.  
     

  • Can I ask for refund of exam voucher cost once its 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.

  • Is exam fee included in the course fee?

    Yes. The exam fee is included in the course fee.

  • 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 of any page on the Simplilearn website, or select the Live Chat link. Our customer service representatives can provide you with more details.

  • What does it mean to be GSA approved course?

    The course is part of Simplilearn’s contract with GSA (only US) with special pricing for GSA approved agencies & organizations. To know more click here

  • How do i know if I am eligible to buy this course at GSA price?

    You should be employed with GSA approved agencies & organizations. The list of approved agencies is provided here

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    TOGAF® 9 Combined level 1 and level 2 training course TOGAF® 9 Combined level 1 and level 2 training course Course Explore
    ITIL<sup>®</sup> Intermediate SO ITIL® Intermediate SO Course Explore
    ITIL<sup>®</sup> Intermediate OSA ITIL® Intermediate OSA Course Explore
    ITIL<sup>®</sup> Intermediate RCV ITIL® Intermediate RCV Course Explore
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