Overview
The ITIL® Intermediate Service Lifecycle: Service Design (SD) module is a vital certification within the ITIL v3 Lifecycle stream. This course focuses on the architecture, processes, policies, and documentation required to design IT services that meet both current and future business requirements.

Course Benefits

• Holistic Blueprinting: Learn to design IT services that perfectly align with business outcomes and user expectations.
• Master the 4 Ps: Understand how to balance People, Processes, Products (technology), and Partners (suppliers) for flawless service delivery.
• Risk Mitigation: Identify and design out risks, capacity bottlenecks, and security vulnerabilities before a service goes live.
• Career Advancement: Earn 3 credits toward the ITIL® Expert designation and prove your capability in IT architecture and design coordination.
• Improved ROI: Design cost-effective services that reduce expensive retrofits and operational downtime later in the lifecycle.

Prerequisites

• Mandatory: You must hold the ITIL® Foundation certificate (v3 or ITIL 4 with the appropriate bridge).
• Recommended: Completion of an accredited ITIL Service Design training course and a minimum of two years of practical IT experience.

Course Outline

• Introduction to Service Design
• Service Design Principles
• Service Design Processes
• Organizing for Service Design
• Technology Considerations
• Implementation & Improvement

Overview
The ITIL® Intermediate Service Lifecycle: Service Transition (ST) module equips IT professionals with the techniques and practices required to build, test, and deploy IT services into the live business environment.

Course Benefits

• Minimize Business Disruption: Learn to deploy system changes and new releases smoothly, without impacting daily operations.
• Master Change Management: Gain authoritative knowledge on how to evaluate, authorize, and schedule IT changes to mitigate risks.
• Boost Quality Assurance: Implement rigorous service validation and testing to ensure services perform exactly as designed.
• Earn ITIL Credits: Secure 3 credits toward the prestigious ITIL® Expert certification.
• Enhance Knowledge Management: Ensure that vital operational data and insights are documented and transferred efficiently to support teams.

Prerequisites

• Mandatory: You must hold a valid ITIL® Foundation certificate (v3 or ITIL 4 with the appropriate bridge).
• Recommended: Completion of an accredited Service Transition training course and at least two years of practical experience working in an IT environment.

Course Outline

• Introduction to Service Transition
• Service Transition Principles
• Core Service Transition Processes
• Managing People Through Transitions
• Organizing for Service Transition
• Technology Considerations
• Implementation & Improvement

Overview
The ITIL® Intermediate Service Lifecycle: Service Operation (SO) module focuses on the coordination and execution of the activities and processes required to deliver and manage services at agreed-upon levels to business users and customers.

Course Benefits

• Operational Stability: Learn to maintain high service availability while managing the friction of constant business change.
• Master Core Functions: Gain deep expertise in managing the Service Desk, Technical Management, IT Operations, and Application Management.
• Career Growth: Earn 3 credits toward the ITIL® Expert designation and qualify for high-level operational management roles.
• Efficiency & Productivity: Learn to reduce the impact and duration of service outages through mature Incident and Problem Management.
• Measurable Success: Understand how to use Critical Success Factors (CSFs) and Key Performance Indicators (KPIs) to prove the value of your IT operations.

Prerequisites

• Mandatory: You must hold the ITIL® Foundation certificate (v3 or ITIL 4 with the appropriate bridge).
• Recommended: At least two years of experience in IT Service Management and a basic understanding of operational environments.

Course Outline

• Introduction to Service Operation
• Service Operation Principles
• Core Service Operation Processes
• Common Operation Activities
• Organizing for Service Operation
• Technology & Implementation
• Challenges & Risks

Overview
The ITIL® Intermediate Capability: Planning, Protection and Optimization (PPO) module is a specialized, practitioner-focused certification. While the Lifecycle stream focuses on management strategy, the Capability stream and PPO in particular that dives deep into the “how-to” of process execution.

Course Benefits

• Technical Mastery: Transition from theoretical knowledge to practical execution of design-related processes.
• Maximize Your Credits: Earn 4 credits toward the ITIL® Expert designation (the highest value for any intermediate module).
• Enhanced Business Continuity: Learn to design resilient services that can withstand and recover from major disasters or security breaches.
• Cost Optimization: Master Demand and Capacity management to ensure the organization only pays for the IT resources it truly needs.
• Risk Reduction: Gain the skills to identify and mitigate risks in service design before they impact the live environment.

Prerequisites

• Mandatory: You must hold a valid ITIL® Foundation certificate (v3 or ITIL 4 with the appropriate bridge).
• Recommended: At least two years of experience in an IT Service Management environment, ideally in a role related to capacity, security, or availability management.

Course Outline

• Introduction to PPO
• Capacity Management
• Availability Management
• IT Service Continuity Management (ITSCM)
• Information Security Management (ISM)
• Demand Management
• Roles and Responsibilities
• Technology and Implementation

Overview
The ITIL® Intermediate Capability: Release, Control and Validation (RCV) module is a practitioner-focused certification designed to provide you with the specialized skills needed to build, test, and deploy services that meet organizational requirements.

Course Benefits

• Deployment Excellence: Learn to manage complex releases and deployments without disrupting business operations.
• Maximize Your Credits: Earn 4 credits toward the ITIL® Expert designation (the highest value for any intermediate module).
• Control Your Assets: Gain deep expertise in Service Asset and Configuration Management (SACM) to maintain a single source of truth for your IT infrastructure.
• Quality Assurance: Master service validation and testing techniques to ensure that services perform exactly as designed before they go live.
• Streamline Changes: Learn to manage change evaluation and request fulfillment efficiently to satisfy user demands quickly.

Prerequisites

• Mandatory: You must hold a valid ITIL® Foundation certificate (v3 or ITIL 4 with the appropriate bridge).
• Recommended: At least two years of experience in an IT Service Management environment, specifically in roles involving release, change, or configuration management.

Course Outline

• Introduction to RCV
• Change Management
• Service Validation & Testing
• Release & Deployment Management
• Service Asset & Configuration Management (SACM)
• Request Fulfillment
• Change Evaluation
• Knowledge Management
• Technology & Implementation

Overview
The ITIL® Intermediate Capability: Service Offerings and Agreements (SOA) module is a practitioner-level certification that focuses on the business-facing side of IT services. While technical stability is vital, it means nothing if the services don’t align with what the business actually needs or can afford.

Course Benefits

• Strategic Relationship Building: Master Business Relationship Management (BRM) to ensure IT and business goals are perfectly synced.
• Maximize Your Credits: Earn 4 credits toward the ITIL® Expert designation—the highest value available in the Intermediate stream.
• Financial Clarity: Learn to quantify the value of IT services through robust Financial Management and budgeting practices.
• Portfolio Control: Gain the skills to manage a Service Portfolio that balances innovative new services with reliable existing ones.
• Service Level Mastery: Move beyond “best effort” to high-performing Service Level Agreements (SLAs) that customers actually trust.

Prerequisites

• Mandatory: You must hold a valid ITIL® Foundation certificate (v3 or ITIL 4 with the appropriate bridge).
• Recommended: At least two years of experience in an IT Service Management environment, specifically in roles that involve customer interface, service levels, or financial planning.

Course Outline

• Introduction to SOA
• Service Portfolio Management
• Service Catalogue Management
• Service Level Management (SLM)
• Demand Management
• Financial Management for IT Services
• Business Relationship Management (BRM)
• Roles and Responsibilities
• Technology and Implementation

Overview
The ITIL® Intermediate Service Lifecycle: Continual Service Improvement (CSI) module is the “conscience” of the ITIL framework. While other modules focus on designing or operating services, CSI ensures those services never become stagnant.

Course Benefits

• Drive Measurable Value: Learn how to turn data into “Knowledge” and “Wisdom” to justify IT investments to stakeholders.
• Master the 7-Step Process: Gain a blueprint for identifying, defining, gathering, processing, analyzing, presenting, and implementing improvements.
• Earn ITIL Credits: Secure 3 credits toward your ITIL® Expert designation.
• Efficiency Gains: Reduce waste and operational costs by identifying underperforming processes before they become liabilities.
• Future-Proofing: Align IT services with the constantly evolving needs of the modern digital business.

Prerequisites

• Mandatory: You must hold a valid ITIL® Foundation certificate (v3 or ITIL 4 with the appropriate bridge).
• Recommended: At least two years of experience in IT Service Management, specifically in roles involving quality assurance, auditing, or process management.

Course Outline

• Introduction to CSI
• CSI Principles
• The 7-Step Improvement Process
• CSI Methods and Techniques
• Metrics and Reporting
• Organizing for CSI
• Technology Considerations

Overview
The ITIL® Managing Across the Lifecycle (MALC) certification is the “final boss” of the ITIL v3/2011 intermediate stream. It is a capstone module designed to transition you from a process specialist to a holistic service management leader.

Course Benefits

• The ITIL® Expert Title: This is the direct and only path to one of the most respected credentials in the global IT industry.
• Holistic Synthesis: Move beyond silos and understand how Strategy, Design, Transition, and Operation work as a unified engine.
• Strategic Leadership: Gain the skills to manage complex, multi-layered service environments and lead large-scale digital transformations.
• High-Value Credits: Earn 5 credits the highest single-module value to reach the 22-credit threshold for Expert status.
• Risk & Governance Mastery: Learn to implement high-level governance frameworks and manage risk across the entire service portfolio.

Prerequisites

• Mandatory: You must have a minimum of 17 credits earned from the ITIL Foundation and Intermediate (Lifecycle or Capability) modules.
• Required Documentation: You must provide proof of these credits to be eligible for the MALC exam.
• Recommended: Deep experience in a senior IT management role.

Course Outline

• Key Concepts of the Service Lifecycle
• Communication and Stakeholder Management
• Integrating Service Management Processes
• Managing Services Across the Lifecycle
• Governance and Organization
• Measurement and Assessment
• Implementing and Improving Service Management Capability