1. What is the ITIL Intermediate level and how does it fit into the overall ITIL framework?

The ITIL Intermediate level is the second of five levels in the ITIL certification scheme, and it focuses on applying ITIL principles, practices, and techniques to specific areas of IT service management (ITSM). It is designed for individuals who have a basic understanding of ITIL concepts and are looking to further develop their knowledge and skills in a specific area.

The ITIL Intermediate level consists of four lifecycle modules (Service Strategy, Service Design, Service Transition, and Continual Service Improvement) and four capability modules (Operational Support and Analysis, Planning Protection and Optimization, Release Control and Validation, and Service Offerings and Agreements). Each module provides in-depth coverage of a specific stage or process within the ITIL lifecycle.

The Intermediate level bridges the gap between the Foundation level (which provides an overview of the ITIL framework) and the Expert level (the highest level which demonstrates advanced understanding and implementation of ITIL practices).

Overall, the Intermediate level enhances an individual’s ability to adopt an integrated approach to managing services within an organization. It also serves as a prerequisite for pursuing the Advanced or Managing Across the Lifecycle (MALC) levels within the ITIL certification scheme.

2. What are the different modules available at the ITIL Intermediate level and how do they relate to each other?

There are five different modules available at the ITIL Intermediate level, each focusing on a specific aspect of IT service management. These modules are:

1) Service Strategy: This module covers the core components of service strategy and how they relate to the overall business strategy.

2) Service Design: This module focuses on design principles, processes, and activities that support the development and improvement of IT services.

3) Service Transition: This module covers the processes and activities that enable organizations to manage changes to their services effectively.

4) Service Operation: This module focuses on the day-to-day operation of IT services, including incident management, problem management, access management, and other related processes.

5) Continual Service Improvement (CSI): The CSI module covers methods and techniques for measuring and improving the quality of IT services over time.

These modules are interconnected and build upon each other in order to create a cohesive framework for delivering high-quality IT services. For example, service strategy provides the overall direction for designing and transitioning services in service design and transition. Service operation relies on successful service design and transition to ensure efficient delivery of services. Lastly, continual service improvement incorporates feedback from all stages to constantly improve the performance of services.

3. How does achieving an ITIL Intermediate certification benefit software development professionals?

There are several benefits that software development professionals can gain by achieving an ITIL Intermediate certification:

1. Enhance understanding of IT Service Management: ITIL provides a comprehensive framework for managing IT services, which is crucial for software development professionals working in organizations that rely on technology. By achieving an ITIL Intermediate certification, these professionals will gain a deeper understanding of the principles, processes, and best practices of IT Service Management.

2. Improve communication and collaboration: Software development professionals often work closely with teams from other departments, such as operations and support. Having a common understanding of ITIL concepts can facilitate better communication and collaboration between teams, leading to more efficient and effective delivery of software products.

3. Enable alignment with business objectives: Software development teams need to align their activities with the overall goals and needs of the organization. With an ITIL Intermediate certification, professionals will have a better understanding of how their work contributes to the achievement of business objectives. This will help them make more informed decisions and prioritize tasks accordingly.

4. Increase efficiency and productivity: The ITIL framework emphasizes the importance of continuous improvement and minimizing waste in processes. This mindset can be applied to software development processes as well, helping professionals identify opportunities for optimization and ultimately increasing efficiency and productivity.

5. Demonstrate expertise in service management: Employers are always looking for individuals who possess specialized skills that can add value to their organization. Achieving an ITIL Intermediate certification demonstrates proficiency in implementing best practices for service management, making software development professionals stand out among their peers.

6. Increase job prospects and advancement opportunities: As more organizations adopt ITIL practices, there is an increasing demand for certified professionals who can effectively manage their services. Having an intermediate-level certification not only makes software development professionals more attractive to potential employers but also opens up opportunities for career advancement within their current organization.

7. Standardize processes across teams: With the use of common language and standardized processes outlined in the ITIL framework, software development professionals can work more seamlessly with other teams involved in IT Service Management. This promotes consistency and improves the overall quality of software products and services delivered to customers.

Overall, achieving an ITIL Intermediate certification can help software development professionals improve their knowledge, skills, and capabilities, leading to better job performance, career growth, and increased value for their organization.

4. Can someone with a non-technical background pursue an ITIL Intermediate certification in software development?

Yes, someone with a non-technical background can pursue an ITIL Intermediate certification in software development. ITIL, or the Information Technology Infrastructure Library, is a set of best practices for managing IT services and processes. It is designed to be applicable to various industries and backgrounds, and does not require specific technical knowledge or experience.

However, it is recommended that individuals have some basic understanding of software development principles and processes before pursuing an ITIL Intermediate certification in this area. This will help them better understand the concepts and terminology used in the course materials and make it easier to apply their learning in real-world situations.

Additionally, having some experience working with software development teams or projects can also be beneficial when pursuing this certification. This will give individuals more context and practical knowledge to apply the ITIL principles in their work.

Overall, while a non-technical background may not be a barrier to pursuing an ITIL Intermediate certification in software development, having some relevant knowledge and experience can greatly enhance the learning process and application of the concepts learned.

5. How often are the ITIL Intermediate exams updated and what is the process for staying up-to-date with changes in the industry?

The ITIL Intermediate exams are updated on a regular basis to ensure that they stay relevant and reflect any changes in industry best practices. The update process is managed by AXELOS, the governing body for ITIL, with input from accredited training providers and subject matter experts from various industries.

The updates may be prompted by changes in technology or business trends, customer feedback, or new guidelines from AXELOS. Generally, the exams are reviewed and updated every 3-5 years.

To stay up-to-date with changes in the industry and maintain their certification status, ITIL Intermediate certified professionals can attend training courses offered by accredited training organizations or access online resources provided by AXELOS such as webinars, whitepapers, and publications. They can also join forums and discussion groups to exchange knowledge and best practices with other ITIL practitioners. Additionally, AXELOS offers a “continual learning” program where certified professionals can earn credits through ongoing professional development activities which can be used towards re-certification.

6. What role does ITIL play in agile methodologies and DevOps practices in software development teams?

ITIL (Information Technology Infrastructure Library) is a widely recognized framework for IT service management that provides best practices for delivering high-quality and cost-effective IT services. While it has traditionally been associated with more traditional methods of software development, ITIL can play a valuable role in agile methodologies and DevOps practices as well. Here are a few ways in which ITIL can enhance these approaches:

1. Alignment with business objectives: One key aspect of ITIL is its focus on aligning IT services with the overall objectives of the organization. This is also a core principle of agile methodologies and DevOps practices, where there is a strong emphasis on collaboration between cross-functional teams to deliver value to the business.

2. Service level agreements (SLAs): In order to ensure high-quality service delivery, ITIL promotes the use of SLAs to define and measure service levels. Similarly, agile methodologies and DevOps practices emphasize setting clear goals and metrics to track progress and continuously improve processes.

3. Change management: Both agile and DevOps advocate for frequent changes and improvements in software delivery processes. However, these changes need to be managed carefully so as not to disrupt service delivery. ITIL’s change management process can provide guidance on how to plan, approve, implement, and review changes effectively while minimizing risk.

4. Incident management: As with any software development process, issues may arise during development or after deployment in production environments. ITIL’s incident management process can help teams quickly identify, resolve, and learn from these incidents, leading to faster recovery times and improved overall service quality.

5. Continuous improvement: One of the key tenets of both agile methodologies and DevOps practices is continuous improvement through regular feedback loops and learning from past experiences. With its focus on continual service improvement (CSI), ITIL provides a structured approach for identifying opportunities for improvement within software development processes.

Overall, while agile methodologies and DevOps practices are typically associated with more flexible and iterative ways of working, ITIL can provide a solid framework and guidelines for efficient and effective service delivery within these approaches. By blending the principles and practices of ITIL with those of agile methodologies and DevOps, software development teams can improve the quality and speed of their delivery processes while also ensuring alignment with business objectives.

7. Is it necessary to have prior experience in IT service management before pursuing an ITIL Intermediate certification?

Prior experience in IT service management is not required to pursue an ITIL Intermediate certification. However, it is recommended that candidates have a basic understanding of IT service management principles before pursuing the intermediate level. It is also beneficial to have some practical experience in implementing and managing IT services within an organization.

8. Can individuals choose to take specific modules from different streams at the ITIL Intermediate level, or must they follow a predefined path?

Yes, individuals can choose to take specific modules from different streams at the ITIL Intermediate level. They do not have to follow a predefined path and can pick and choose which modules best suit their career goals and job requirements. However, it is recommended that individuals complete the entire ITIL Intermediate certification in one stream before moving on to another stream, as each module builds upon knowledge and concepts from the previous ones.

9. How does an organization benefit from having employees with certifications at different levels of the ITIL framework, including at the Intermediate level?

1. Increase Efficiency and Productivity: Employees with certifications at different levels have a deeper understanding of the ITIL framework and its processes, which allows them to work more efficiently. This leads to increased productivity and better use of resources.

2. Standardization: Having employees with certifications at different levels ensures that everyone in the organization is following the same practices and processes based on the ITIL framework. This promotes consistency and standardization throughout the organization, leading to improved performance and service delivery.

3. Better Problem-Solving Skills: Intermediate level certification holders have a more comprehensive understanding of the ITIL framework and are trained in problem-solving techniques specific to IT service management. This enables them to identify issues and provide effective solutions quickly, reducing downtime and improving service quality.

4. Improved Customer Satisfaction: With employees who have intermediate level certifications, organizations can improve their service delivery by following ITIL best practices, leading to greater customer satisfaction. This also helps in retaining customers as they are assured of receiving high-quality services.

5. Cost Savings: Organizations with certified employees at different levels tend to reduce their cost of operations as they follow standardized processes for service delivery, incident management, and change management. This translates into cost savings in terms of reduced error rates, shorter resolution times, and overall improved efficiency.

6. Competitive Advantage: Having certified employees at different levels gives an organization a competitive edge as it demonstrates its commitment towards providing quality services based on industry best practices. This can help in winning new customers or retaining existing ones by offering differentiated services.

7. Continuous Improvement: Intermediate level certification holders are equipped with the knowledge to continually review processes for improvement based on data analysis, customer feedback, and industry trends. By implementing these improvements, organizations can achieve higher levels of maturity on the ITIL framework, driving continuous improvement culture within their workforce.

8. Employee Development: Individuals holding intermediate level certifications have demonstrated experience in applying the ITIL principles in real-world scenarios. This encourages a culture of knowledge sharing and learning within the organization, which can lead to further development of employees and their skills.

9. Increased Visibility: Organizations with employees holding ITIL certifications at different levels gain better visibility into their IT processes, leading to improved decision-making. This enables them to identify gaps in their processes, make data-driven decisions, and prioritize resources effectively for delivering valuable services to customers.

10. Are there any real-world case studies of organizations successfully implementing ITIL practices learned at the Intermediate level in their software development processes?

Yes, there are numerous real-world case studies of organizations successfully implementing ITIL practices learned at the Intermediate level in their software development processes. Some examples include:

1. IBM: IBM implemented ITIL best practices in their software development process to improve service delivery and efficiency. By integrating ITIL principles into their development methodologies, IBM was able to standardize and streamline processes, reduce costs, and improve overall quality.

2. Netflix: Netflix adopted ITIL practices as part of their strategy to deliver a seamless streaming experience to their customers. They incorporated ITIL concepts such as incident management and change management into their development process to ensure the smooth functioning of their platform.

3. Microsoft: Microsoft has been using ITIL methodologies in its development process for many years now. By implementing ITIL best practices, Microsoft was able to align its software development with customer needs and improve service delivery.

4. Cisco: Cisco integrated ITIL principles into its software development lifecycle (SDLC) to standardize processes and ensure consistency across projects. This helped them deliver high-quality products that meet customer requirements.

5. GE Healthcare: GE Healthcare used the knowledge gained from ITIL Intermediate courses to build a robust incident management process for their healthcare systems. This enabled them to proactively identify and resolve issues, leading to increased uptime and improved customer satisfaction.

These are just a few examples of organizations that have successfully implemented ITIL practices learned at the Intermediate level in their software development processes. There are many more success stories out there demonstrating how ITIL can be effectively applied in the field of software development.

11. How can an organization verify that an individual has actually achieved an accredited certification at the ITIL Intermediate level when considering hiring them for a position related to software development or technology?

One way an organization can verify an individual’s accredited ITIL Intermediate certification is by requesting a copy of their certificate from the individual. The certificate should have the official logo and accreditation information from either Axelos or PeopleCert, which are the official accrediting bodies for ITIL certifications.

The organization can also verify the individual’s certification by checking their name on the examination institute’s website, which maintains a list of all certified individuals. This will confirm their certification status and the level they have achieved.

Another option is to contact Axelos or PeopleCert directly to request verification of the individual’s certification. They may require some additional information, such as the individual’s certificate number or date of certification, to confirm their accreditation status.

Furthermore, organizations can also check with previous employers or references provided by the individual to verify their certification. Employers may also be able to provide feedback on the individual’s performance in implementing ITIL processes and procedures in previous roles.

Additionally, some online platforms offer verified badges or digital certificates that individuals can share on professional networking sites, such as LinkedIn. These platforms use blockchain technology to ensure trust and authenticity of certifications, making it easier for organizations to verify an individual’s credentials.

12. What prerequisites must one fulfill before attempting to pass an exam at the ITIL Intermediate level and how is this different from other levels of the framework?

To attempt an exam at the ITIL Intermediate level, one must have a passing score on the ITIL Foundation exam and have completed a formal training course from an accredited provider. This is different from other levels of the framework, as lower levels may not require a formal training but only self-study or prior experience to appear for the exam. Additionally, each intermediate module focuses on a specific area of IT service management, so one must also have completed the relevant training and be familiar with that particular module before attempting its corresponding exam.

13. Do employers typically include contractual obligations pertaining to maintaining certifications, such as those gained at the Intermediate level, as part of employment contracts for developers or engineers?

Yes, it is common for employers to include contractual obligations for maintaining certifications as part of employment contracts for developers or engineers. This is because certifications demonstrate a certain level of knowledge and expertise in a specific area, and employers often value and prioritize employees who have ongoing commitment to their professional development. By including such clauses in the contract, employers can ensure that their employees are up-to-date with the latest industry standards and technologies, which can ultimately benefit the company.

14. Are there any resources, tools or materials that complement learning as one prepares for exams offered by multiple vendors in support of attaining certifications attained at this intermediate level?

Yes, there are a variety of resources and tools available for individuals preparing for exams offered by multiple vendors at the intermediate level. Some options include:

1. Study Guides: Many certification providers offer official study guides for their exams which cover all the relevant topics and provide practice questions and exercises to help candidates prepare.

2. Online Courses: There are numerous online courses available that cover exam material from multiple vendors, including video lectures, hands-on labs, and practice tests.

3. Exam Dumps: These are practice exams that mimic the actual exam format and can help candidates get familiar with the types of questions they will encounter in their certification exams.

4. Virtual Labs: Many vendors offer virtual lab environments where candidates can get hands-on experience with different technologies and concepts covered in their exams.

5. Study Groups: Joining a study group can be beneficial as it allows you to interact with other individuals who are also preparing for the same exams, share study materials, and discuss difficult concepts.

6. Instructor-led Training: Some training providers offer instructor-led courses for intermediate-level certifications that cover material from multiple vendors.

7. Practice Questions: Practice questions are an excellent way to test your knowledge and identify any areas where you may need more study time.

8. Online Forums/Communities: Being part of online forums or communities where individuals discuss their exam experiences, share tips and resources can also be helpful in preparation for multiple vendor certifications at the intermediate level.

9. Exam Preparation Books: There are several books available that cover material from multiple vendors at an intermediate level, providing comprehensive coverage of all relevant concepts and topics.

10. Vendor Documentation/Guides: It is essential to review documentation provided by each vendor as it gives you a clear understanding of their products, services, and features covered in their respective certifications.

Ultimately, combining various resources such as study guides, practice tests, virtual labs, study groups/online communities along with proper time management and dedication can help candidates effectively prepare for exams offered by multiple vendors at the intermediate level.

15. Can self-taught skills be transferred towards completion of courses necessary for passing exams at the intermediate level or are formal training courses mandatory irrespective of practical skills?

It depends on the specific exam and the self-taught skills in question. Some exams may allow for self-study and practical experience to fulfill certain requirements, while others may have strict criteria for formal training courses. It is important to thoroughly research the exam and its requirements before deciding on a study plan.

16. Do certain areas of the software development process benefit more from foundations and principles that will be learned at the ITIL Intermediate level than others?

Yes, certain areas such as software project planning and change management can benefit greatly from the foundations and principles learned in the ITIL Intermediate level. These principles, such as continual improvement and effective communication within a team, can help with creating a solid plan for software development and managing changes effectively throughout the development process. Other areas that may benefit include service design and service transition, as ITIL focuses on designing efficient and effective services and transitioning them seamlessly into operation. However, it is important to note that all aspects of the software development process can benefit from foundational knowledge of ITIL principles and processes.

17. How long does it usually take to complete an ITIL Intermediate certification, including preparation and study time, for those with no prior experience in the framework or technology practices?

The time it takes to complete an ITIL Intermediate certification can vary depending on your individual study habits and learning pace. However, the recommended study time for each of the ITIL Intermediate modules is around 21 hours. This includes attending training courses, self-study, and exam preparation. Assuming that you are taking one module at a time, it could take anywhere from 2-6 months to complete all the modules and become certified. It is also important to note that you may need additional time for practical application and gaining hands-on experience with implementing ITIL practices in a real-world setting.

18. Can one successfully pass exams without formal classroom-structured training and support using only self-study materials for the ITIL Intermediate subject matter?

It is possible to pass the ITIL Intermediate exams without formal classroom training, but it may be more challenging. Self-study materials such as online courses, study guides, and practice exams can provide a good foundation of knowledge, but they may not cover all of the material in depth or provide opportunities for interactive learning and clarification of concepts.

Classroom training allows for a more structured and hands-on learning experience with an instructor who can provide guidance and answer questions. They also often include group discussions and activities that can enhance understanding and retention of the material.

Ultimately, it will depend on an individual’s learning style and dedication to self-study. Some people may feel confident and well-prepared using only self-study materials, while others may benefit from the structure and additional support of a classroom setting.

19. How has ITIL evolved since being introduced, what features from earlier versions adhere to what is currently acceptable teaching methodology input at this intermediate level and is there crossover between content found in earlier versus later versions of material covered here?

ITIL (Information Technology Infrastructure Library) has evolved significantly since it was first introduced in the 1980s. The framework has gone through several versions, with the most recent being ITIL 4 released in 2019.

Earlier versions of ITIL focused primarily on service delivery and management, while newer versions have expanded to include a broader range of topics such as digital transformation, agile practices, and customer experience. Additionally, earlier versions of ITIL were more prescriptive and process-oriented, while later versions are more flexible and customizable to fit different organizational needs.

At the intermediate level, there is crossover between content found in earlier and later versions of ITIL. However, there are also significant differences between the two. For example, the intermediate level now includes modules on Service Strategy, Service Design, Service Transition, Service Operations, and Continual Service Improvement. These modules were not included in earlier versions of ITIL.

One feature that remains consistent across all versions of ITIL is its focus on providing best practices for efficient and effective service delivery. This core concept is still present in the intermediate level material.

In terms of teaching methodology input at the intermediate level, it is important for instructors to use a combination of theoretical concepts and real-world examples to help students understand how to apply ITIL principles in practice. This can involve using case studies or scenarios to simulate real-world situations where students can apply their knowledge.

Overall, while there may be some crossover between content found in earlier versus later versions of ITIL at the intermediate level, there are also important differences that reflect ongoing changes and updates within the IT industry. It is important for trainers and learners alike to keep up with these changes in order to stay current with best practices in service management.

20. Does academic accreditation account for experience gained in pursuit of achieving certifications as well as meeting prerequisites necessary for possible recognition towards future levels within the overall framework structure?

It depends on the specific accreditation body and program. Some may take into account certifications and related experience when determining academic standing, while others may not. It is best to consult with the specific accrediting organization for more information.