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ITIL® Intermediate SOA

simplilearn
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Description

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Opinions

G

20/03/2014
What I would highlight Fantastic on every level. Great content, speed, and really loved exhibition of “Agile methodology” by Rich throughout the session. I really like that the session was recorded. I am sure, this will be very helpful. The course met my objectives.

Would you recommend this course? Yes.

What you'll learn on the course

Intermediate

Course programme

Course Preview
  • ITIL Intermediate SOA
    • Learning Unit 00 - Introductory Lesson
      • 0.1 ITIL 2011 CAPABILITY MODULE, SERVICE OFFERINGS and AGREEMENTS
      • 0.2 Agenda
      • 0.3 Objective
      • 0.4 ITIL 2011 Introduction
      • 0.5 ITIL ® 2011 Intermediate
      • 0.6 ITIL - Qualification Criteria
      • 0.7 Definition of Service Lifecycle
      • 0.8 Definition of Service Capability
      • 0.9 Difference between Lifecycle and Capability Modules
      • 0.10 Managing Across the Lifecycle
      • 0.11 Accreditation Institute
      • 0.12 SOA Course Description
      • 0.13 Course Objective
      • 0.14 Target Candidate
      • 0.15 Target Candidate contd..
      • 0.16 Exam Pre-requisites
      • 0.17 ITIL 2011 SOA Exam Format
      • 0.18 Exam Tips
      • 0.19 Course Outline
      • 0.20 Quiz
      • 0.21 Foundation Basics
      • 0.22 Foundation Basics
      • 0.23 ITIL Service Management Lifecycle
      • 0.24 ITIL 2011 Processes across lifecycle
      • 0.25 Foundation Basics
      • 0.26 Business and IT Alignment How and what?
      • 0.27 Foundation Basics
      • 0.28 Foundation Basics
      • 0.29 Foundation Basics
      • 0.30 Foundation Basics
      • 0.31 Foundation Basics
      • 0.32 Thank You
    • Learning Unit 01 - Introduction to Service Offering and Agreement
      • 1.1 Introduction to SOA
      • 1.2 Service Strategy and Strategy management for IT services process
      • 1.3 Service Strategy
      • 1.4 Purpose and Objectives of Strategy Management for IT Service
      • 1.5 Scope of Strategy Management for IT Services
      • 1.6 Value of Strategy Management for IT Services
      • 1.7 Service Design and Design coordination process
      • 1.8 Service Design
      • 1.9 Purpose and Objectives of Design Co-ordination
      • 1.10 Design Co-ordination-Scope
      • 1.11 Design Co-ordination Value
      • 1.12 Value of Service
      • 1.13 Value
      • 1.14 Creating value
      • 1.15 Perception of value
      • 1.16 Utility and Warranty
      • 1.17 Marketing Mindset
      • 1.18 Identifying and understanding customer requirements
      • 1.19 Aspects of Service Design
      • 1.20 Identifying service requirements
      • 1.21 Identifying customer requirements
      • 1.22 Identifying customer requirements
      • 1.23 Identifying customer requirements
      • 1.24 Return on Investment
      • 1.25 Return on Investment
      • 1.26 Return on Investment
      • 1.27 Business Case
      • 1.28 Business Objective
      • 1.29 Single Business Impact Vs. Multiple Business Objectives
      • 1.30 Multiple Business Impacts Vs. Single Business Objective
      • 1.31 Quiz
    • Learning Unit 02 - Service Portfolio Management
      • 2.1 Service Portfolio Management
      • 2.2 Service Portfolio Management
      • 2.3 Purpose and Objectives of Service Portfolio Management
      • 2.4 Scope of Service Portfolio Management
      • 2.5 Value to the Business
      • 2.6 The Service Portfolio
      • 2.7 Service Pipeline
      • 2.8 Service Catalogue
      • 2.9 Service Portfolio and Service Catalogue
      • 2.10 Retired Service
      • 2.11 Other important aspects of SPM
      • 2.12 Phases of SPM
      • 2.13 Service portfolio management process
      • 2.14 Process Activities
      • 2.15 Process Activities
      • 2.16 Process Activities
      • 2.17 Process Activities
      • 2.18 Process Activities
      • 2.19 Triggers to Process
      • 2.20 Process Inputs
      • 2.21 Process Outputs
      • 2.22 Interfaces
      • 2.23 Information Management
      • 2.24 Critical Success Factors and Key Performance Indicators
      • 2.25 Challenges and Risks
      • 2.26 Designing service portfolio
      • 2.27 Exercise
      • 2.28 Scenario
      • 2.29 Solution
      • 2.30 Quiz
    • Learning Unit 03 - Service Catalogue Management
      • 3.1 Service Catalogue Management
      • 3.2 Service Catalogue
      • 3.3 Purpose and Objectives of Service Catalogue Management
      • 3.4 Scope of Service Catalogue Management
      • 3.5 Value to the Business
      • 3.6 Types of Service Catalogue
      • 3.7 Types of Service Catalogue
      • 3.8 Process Activities
      • 3.9 Triggers, Inputs and Outputs
      • 3.10 Information Management
      • 3.11 Critical Success Factors and KPIs
      • 3.12 Challenges and Risks
      • 3.13 Production of Service Catalogue
      • 3.14 Exercise
      • 3.15 Scenario
      • 3.16 Solution
      • 3.17 Quiz
    • Learning Unit 04 - Service Level Management
      • 4.1 Service Level Management
      • 4.2 Service Level Management
      • 4.3 Purpose and Objectives of Service Level Management
      • 4.4 Scope of Service Level Management
      • 4.5 Value to the Business
      • 4.6 Process Activities
      • 4.7 Triggers, Inputs and Outputs
      • 4.8 Service Level Management Process
      • 4.9 Interfaces
      • 4.10 Designing SLA Framework
      • 4.11 Designing SLA Framework
      • 4.12 Information Management
      • 4.13 CSFs and KPIs
      • 4.14 CSFs and KPIs
      • 4.15 Challenges
      • 4.16 Risks
      • 4.17 Content of SLAs and OLAs
      • 4.18 Content of SLAs and OLAs
      • 4.19 Exercise
      • 4.20 Scenario
      • 4.21 Solution
      • 4.22 Quiz
    • Learning Unit 05 - Demand Management
      • 5.1 Demand Management
      • 5.2 Demand Management and service lifecycle
      • 5.3 Purpose and Objectives of Demand Management
      • 5.4 Scope of Demand Management
      • 5.5 Value to the Business
      • 5.6 Challenges in Managing Service Demand
      • 5.7 Activities
      • 5.8 Demand and Capacity
      • 5.9 Activity based Demand Management
      • 5.10 Activity based Demand Management
      • 5.11 Benefits for analysing PBA
      • 5.12 Codifying of PBAs
      • 5.13 User Profile
      • 5.14 PBA and User Profile
      • 5.15 Differentiated Offerings
      • 5.16 Triggers, Inputs and Outputs
      • 5.17 Outputs
      • 5.18 Interfaces
      • 5.19 Information Management
      • 5.20 Critical Success Factors and Key Performance indicators
      • 5.21 Critical Success Factors and Key Performance indicators
      • 5.22 Challenges
      • 5.23 Risks
      • 5.24 Exercise
      • 5.25 Exercise
      • 5.26 Quiz
    • Learning Unit 06 - Supplier Management
      • 6.1 Supplier Management
      • 6.2 Purpose of Supply Management
      • 6.3 Objectives of Supplier Management
      • 6.4 Scope
      • 6.5 Value to the Business
      • 6.6 Basic Concepts
      • 6.7 Supplier and contracts management information system (SCMIS)
      • 6.8 Process Activities
      • 6.9 Evaluation of New Suppliers and Contracts
      • 6.10 Partnering relationships
      • 6.11 Contents of Underpinning Contract
      • 6.12 Supplier Categorization
      • 6.13 Triggers
      • 6.14 Inputs
      • 6.15 Outputs
      • 6.16 Interfaces
      • 6.17 Information Management
      • 6.18 Critical Success Factors and KPIs
      • 6.19 Challenges
      • 6.20 Risks
      • 6.21 Exercise
      • 6.22 Exercise
      • 6.23 Solution
      • 6.24 Quiz
    • Learning Unit 07 - Financial Management for IT services
      • 7.1 Financial Management
      • 7.2 Importance of process to service lifecycle
      • 7.3 Financial Management for IT Services
      • 7.4 Financial Management for IT Services
      • 7.5 Scope
      • 7.6 Value to the Business
      • 7.7 Enterprise financial management
      • 7.8 Funding Model and Analysis
      • 7.9 Financial Management Activities
      • 7.10 Accounting
      • 7.11 Accounting - Cost models
      • 7.12 Cost model - Cost by IT organisation
      • 7.13 Cost model - Cost by Service
      • 7.14 Hybrid cost model (Service, Customer and location)
      • 7.15 Accounting
      • 7.16 Accounting
      • 7.17 Accounting
      • 7.18 Budgeting
      • 7.19 Charging
      • 7.20 Charging Contd..
      • 7.21 Triggers, Inputs and Outputs
      • 7.22 Output - Service Valuation
      • 7.23 Business Impact Analysis
      • 7.24 Interfaces
      • 7.25 Information Management
      • 7.26 Critical Success factors
      • 7.27 Key Performance Indicators
      • 7.28 Challenges
      • 7.29 Risks
      • 7.30 Exercise
      • 7.31 Exercise
      • 7.32 Solution
      • 7.33 Quiz
    • Learning Unit 08 - Business Relationship Management
      • 8.1 Business Relationship Management
      • 8.2 Purpose of Business Relationship Management
      • 8.3 Objectives of Business Relationship Management
      • 8.4 Scope of Business Relationship Management
      • 8.5 Business Relationship Management Process activities with other SM processes
      • 8.6 Value to the Business
      • 8.7 Business Relationship Management - concepts
      • 8.8 Customer Portfolio
      • 8.9 Customer Satisfaction
      • 8.10 Customer Requirements
      • 8.11 Business Relationship Management activities
      • 8.12 BRM Activities
      • 8.13 BRM Activities through the lifecycle
      • 8.14 BRM Activities through the lifecycle
      • 8.15 Triggers, Inputs and Outputs
      • 8.16 Interfaces
      • 8.17 Information Management
      • 8.18 Critical Success Factors
      • 8.19 Key Performance Indicators
      • 8.20 Challenges and Risks
      • 8.21 Quiz
    • Learning Unit 09 - SOA Roles and Responsibilities
      • 9.1 Roles and Responsibilities
      • 9.2 Process owner
      • 9.3 Process manager
      • 9.4 Key roles for Service portfolio management
      • 9.5 Key roles for Service catalogue management
      • 9.6 Key roles for Service level management
      • 9.7 Service level management process manager
      • 9.8 Key roles for Demand management
      • 9.9 Key roles for Supplier management
      • 9.10 Supplier process manager
      • 9.11 Key roles for Financial management of IT services
      • 9.12 Key roles for Financial management of IT services
      • 9.13 Key roles for Business relationship management
      • 9.14 Quiz
    • Learning Unit 10 - Technology and Implementation Considerations
      • 10.1 Technology and Implementation Considerations
      • 10.2 SOA technology considerations
      • 10.3 Service Design Tools
      • 10.4 Service Management tools
      • 10.5 Defining Tool Requirements
      • 10.6 Statement of Requirements
      • 10.7 Tool Evaluation Process
      • 10.8 Tool Selection Criteria
      • 10.9 Planning and Implementation
      • 10.10 Deployment considerations
      • 10.11 Implementing - Service design
      • 10.12 Challenges - Service Design
      • 10.13 Service Design - Risks
      • 10.14 Challenges - Service transition
      • 10.15 Risks - Service transition
      • 10.16 Challenges - Service Operation
      • 10.17 Critical Success factors - Service operation
      • 10.18 Quiz
    • Learning Unit 11 - Summary, case studies, exam preparation and directed
      • 11.1 Summary and Exam Preparation
      • 11.2 Summary
      • 11.3 Summary - SOA Introduction
      • 11.4 Summary - SOA processes
      • 11.5 Summary - SOA processes
      • 11.6 Summary - SOA
      • 11.7 Exam Preparation
      • 11.8 Exam Hints
      • 11.9 Exam Hints
      • 11.10 Exam Hints
      • 11.11 Exam Hints
      • 11.12 Directed studies and Glossary
      • 11.13 Thank you

Additional information

  • What is this course about?

    The Service Offerings and Agreements (SOA) module is one of the qualifications within the ITIL® Service Capability category of the ITIL® Intermediate level. This module covers principles and processes to create and manage service offering based on business requirements. It also focuses on best practices for developing, implementing and continually improving services.

    Simplilearn’s training programme for the ITIL® Intermediate SOA Module includes both online and classroom training. The courseware has been approved by APMG and CSME and includes quizzes and sample test papers.

    The Service Offerings and Agreements module is based mainly on best practice guidance in the ITIL® Service strategy and ITIL® Service Design publications.


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