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ITIL Intermediate SOA Online Training

ITIL Intermediate SOA


The Service Offerings and Agreements module is one of the ITILĀ® Service Capability modules, and will be of interest to candidates wishing to gain a deep level of understanding of ITIL processes and roles, how they are implemented and how they interact.
  • ITIL Foundation Certification required.
  • It is a 12 days program and extends up to 2hrs each.
  • The format is 40% theory, 60% Hands-on.

  • It is a 3 days program and extends up to 8hrs each.
  • The format is 40% theory, 60% Hands-on.
    Private Classroom arranged on request and minimum attendies for batch is 4.
course content
  • Introduction and Overview
    • The context in the service lifecycle of the SOA processes
    • Strategy management for IT services
    • Design coordination
  • Service Portfolio and Service Catalogue Management
    • Principles of service portfolio management
      • Relationship to the service catalogue and service pipeline
      • Thinking strategically
      • Achieving customer focus
      • Designing the service portfolio
      • Allocating resources
      • Linking business and IT services
    • Integrating the service catalogue
      • Purpose, goals and objectives
      • Technical and business service catalogues
      • Detailing operational services
      • Using key metrics and critical success factors
      • Producing a service catalogue
    • Service Level Management (SLM)
      • Service level management goals
        • The significance of SLM to the service lifecycle
        • How SLM creates business value
        • Analysing and explaining the scope of the process
        • Policies, principles and basic concepts of SLM
      • The service level management process
        • Negotiating service level agreements (SLAs)
        • Deliverables, roles and responsibilities
        • SLAs, OLAs and review meetings
        • Service improvement plans
        • Monitoring service performance against SLAs
    • Demand and Supplier Management
      • Demand management
        • Activity-based demand management and business activity patterns
        • Managing capacity to maximise value
        • Identifying patterns of business activity
        • Connecting demand management to the service portfolio
      • Supplier management
        • Analysing the use of the supplier management process
        • Process, scope and objectives
        • Evaluating new suppliers
        • Supplier categorisation and maintenance of the supplier and contract database
        • Ensuring supplier performance
        • Contract management and administration
    • Financial Management for IT Services
      • How financial management contributes to the service lifecycle
        • Managing financial considerations
        • The scope, purpose and goals of the process
        • Basic concepts: funding, accounting and charging
      • Principles of financial management
        • Value to the business
        • Building a business case
        • Applying information management
        • Generating and disseminating information
        • Dealing with challenges and risks
  • Business Relationship Management (BRM)
    • The purpose, objectives and scope of BRM
    • Process activities, methods and techniques
    • Triggers, inputs, outputs and interfaces
    • Critical success factors and key performance indicators
  • Roles and Responsibilities
    • Service portfolio management
    • Service catalogue management
    • Service level management
    • Supplier manager
  • Technology and Implementation Considerations
    • Technology implementation as part of implementing service management
    • Special technology functions related to SOA
    • Generic requirements and evaluation criteria
    • Good practices for implementation
    • Challenges, critical success factors and risks
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