Service Management Jobs – Intermediate Level

Previously I described an approach to interviewing as well as the types of questions that might be asked of job seekers pursuing jobs that require ITIL Foundation level knowledge. In this post, I will discuss the types of jobs that might require ITIL intermediate level knowledge.

The intermediate level of ITIL certification is where specialization occurs. When a student attends an intermediate level ITIL class, they learn detailed information about a specific set of ITIL processes.

The first level of specialization that occurs is whether or not the class is part of the lifecycle or capability series. Lifecycle classes can be thought of as more oriented towards an organization’s leadership, whereas capability classes tend to describe ITIL best practices in terms that are more relevant to hands-on practitioners. This is the intent of structuring the intermediate level classes in terms of lifecycle and capability. While there are some exceptions, for all intents and purposes whether or not someone holds a lifecycle or capability intermediate certification is somewhat irrelevant.

What is relevant is which intermediate certification(s) the job candidate holds. Each class is targeted towards a specific set of ITIL processes, and someone who earned an intermediate certification was exposed to detailed information about those specific processes. For example, someone who took the Service Transition class was exposed to topics such as change management, whereas someone who took the Planning, Protection, and Optimization class focused on design processes in conjunction with one Service Strategy process.

Therefore, interview questions for a job requiring ITIL Intermediate level knowledge are likely to be highly focused on one or more specific process activities.

Intermediate Level – What Types of Jobs

Again, while there are no strict rules about which jobs might require which certifications, there are some jobs that are more likely to require ITIL Intermediate certifications. These will typically be higher-level roles that require some amount of independence, motivation, and ability to handle ambiguous situations.

The following broad categories of jobs might require ITIL Intermediate level knowledge:

  • Service desk supervisors and managers
  • Business analysts
  • Project managers
  • Business relationship managers
  • Service level managers
  • Process designers
  • Higher level systems and network administration roles
  • Service management process owners (e.g., Change management process owner)
  • Service management process practitioners ( e.g., Change analyst)
  • Service owners
  • Roles focused on quality and continual service improvement
  • Service management consultants focused on specific process areas

The reasons these jobs might want applicants with ITIL Intermediate level knowledge is because they want candidates who understand very detailed information and activities about specific service management processes, how to help an organization adopt specific ITIL processes, and an ability to ensure that the organization delivers services that are in-line with business needs and expectations.

In next week’s post I will discuss specific interview questions that might be asked during a job interview for a job requiring ITIL intermediate level knowledge.

Related Courses
ITIL Service Lifecycle: Service Design
ITIL Service Lifecycle: Service Strategy
ITIL: Managing Across the Lifecycle

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