ITIL Capability Stream
The ITIL Capability stream consists of four individual qualifications, which focus on a series of clustered process activities, their execution and use throughout specific phases of the ITIL Service Lifecycle as follows:
- Service Offerings and Agreements (SO&A)
Primarily covering Service Strategy and Design processes, including; Portfolio, Service Level, Service Catalogue, Demand, Supplier and Financial Management
- Release, Control and Validation (RC&V)
Primarily covering Service Transition and Operation processes, including; Change, Release and Deployment, Service Validation and Testing, Service Asset and Configuration, Knowledge, Request Management and Service Evaluation
- Operational Support and Analysis (OS&A)
Primarily covering Service Operation and Continual Service Improvement processes, including; Event, Incident, Request, Problem, Access, Service Desk, Technical, IT Operations and Application Management
- Planning, Protection and Optimization (PP&O)
Primarily covering Service Design processes Capacity, Availability, Continuity, Security, Demand and Risk Management
Click on any of the above links to download a copy of the syllabus, for detailed guidance on the course content.
Each cluster contains groupings of processes and roles from within ITIL IT Service Management, intended to offer candidates a balanced knowledge of ITIL practices which have direct interaction and dependencies in their daily use. Attention to the Service Lifecycle is illustrated as part of the curriculum for these modules; however the primary focus is the process activities, execution and their use throughout the Service Lifecycle.
Each module of the Capability series covers an introduction to the Service Lifecycle, extensive detailed coverage of the processes, functions, roles and responsibilities, and activities pertaining to the specific cluster grouping, along with technology and implementation considerations.
Target Group for the ITIL Intermediate Capability Modules
These qualifications will be of interest to individuals:
- who have, or are seeking a role that is focused in a particular area of ITIL practice, that has fairly well defined boundaries of responsibility
- who have an interest in, or require specialized, detailed process level knowledge
- who wish to gain qualifications that offer intense, specialized knowledge in one or more process areas of ITIL Best Practices
- who are looking to achieve a superior and well balanced knowledge of all ITIL Best Practice areas through ITIL Expert Level qualification, for which these modules and their accompanying credits are required
Pre-requisite Entry Criteria
The following entry criteria must be met by candidates who intend to take any Intermediate qualifications, including any of the Capability modules:
- Candidates must hold the ITIL Foundation qualification or Bridge qualification equivalent, and
- Candidates must attend an Accredited Training Course or Accredited equivalent
The following are also strongly recommended criteria, but not mandatory:
- Candidates should have exposure to basic concepts and 2 years IT and related experience
- Candidates should complete at least 12 hours of personal study, using the syllabus and relevant ITIL guides, prior to undertaking accredited training
Format of the ITIL Capability Intermediate Exams
The ITIL Intermediate examinations test candidates in their ability to understand, apply and analyze a series of components related to the relevant ITIL practices covered within a specific module.
All examinations include 8 scenario based, gradient multiple choice questions, with four answer options which are graded according to their accuracy.
Each question is supported by a detailed scenario, which describes a specific Service Management or business related situation or problem. Based on the ITIL core guidance covered by the module and the specific detail within the scenario, candidates should attempt to select the most accurate response from the four presented, that best solves the problem posed.
Candidates who correctly identify the optimum response to the question will be awarded top marks (5); those who select either of the partially correct options will receive fewer marks (3 or 1) based on the degree of accuracy of the option, and those who select the incorrect or distracter option, which contains little or no accurate detail to solve the problem, will receive no marks (0).
The pass mark for this examination is 70% (28/40) and the exam duration is 90 minutes.
For further information regarding the Capability modules, please contact one of the Accredited Training Organisations (ATO) or one of the Examination Institutes.