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ITIL® Intermediate SOA Certification Training

Course Summary

Gain the skills to you need to create and manage service offerings based on business requirements, with a focus on continual improvement. This ITIL SOA course is a part of the capability module.


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    Course Syllabus


    Course preview

    ITIL Intermediate SOA

    Learning Unit 00 - Introductory Lesson 41:26

    0.1 ITIL 2011 CAPABILITY MODULE, SERVICE OFFERINGS and AGREEMENTS 01:21

    0.2 Agenda 01:09

    0.3 Objective 00:25

    0.4 ITIL 2011 Introduction 01:01

    0.5 ITIL ® 2011 Intermediate 00:51

    0.6 ITIL - Qualification Criteria 02:07

    0.7 Definition of Service Lifecycle 00:51

    0.8 Definition of Service Capability 00:47

    0.9 Difference between Lifecycle and Capability Modules 00:36

    0.10 Managing Across the Lifecycle 00:47

    0.11 Accreditation Institute 00:45

    0.12 SOA Course Description 00:45

    0.13 Course Objective 00:58

    0.14 Target Candidate 00:55

    0.15 Target Candidate contd.. 01:16

    0.16 Exam Pre-requisites 01:28

    0.17 ITIL 2011 SOA Exam Format 01:14

    0.18 Exam Tips 00:21

    0.19 Course Outline 07:37

    0.20 Quiz 00:56

    0.21 Foundation Basics 00:14

    0.22 Foundation Basics 01:39

    0.23 ITIL Service Management Lifecycle 03:25

    0.24 ITIL 2011 Processes across lifecycle 00:42

    0.25 Foundation Basics 01:38

    0.26 Business and IT Alignment How and what? 01:05

    0.27 Foundation Basics 00:37

    0.28 Foundation Basics 01:41

    0.29 Foundation Basics 01:22

    0.30 Foundation Basics 00:57

    0.31 Foundation Basics 01:18

    0.32 Thank You 00:38

    Learning Unit 01 - Introduction to Service Offering and Agreement 49:46

    1.1 Introduction to SOA 00:26

    1.2 Service Strategy and Strategy management for IT services process 00:09

    1.3 Service Strategy 01:09

    1.4 Purpose and Objectives of Strategy Management for IT Service 02:30

    1.5 Scope of Strategy Management for IT Services 02:17

    1.6 Value of Strategy Management for IT Services 03:57

    1.7 Service Design and Design coordination process 00:18

    1.8 Service Design 01:09

    1.9 Purpose and Objectives of Design Co-ordination 03:00

    1.10 Design Co-ordination-Scope 04:26

    1.11 Design Co-ordination Value 01:46

    1.12 Value of Service 00:41

    1.13 Value 01:51

    1.14 Creating value 03:07

    1.15 Perception of value 01:07

    1.16 Utility and Warranty 01:37

    1.17 Marketing Mindset 00:57

    1.18 Identifying and understanding customer requirements 00:29

    1.19 Aspects of Service Design 02:30

    1.20 Identifying service requirements 03:58

    1.21 Identifying customer requirements 01:25

    1.22 Identifying customer requirements 01:59

    1.23 Identifying customer requirements 01:25

    1.24 Return on Investment 00:15

    1.25 Return on Investment 01:40

    1.26 Return on Investment 01:09

    1.27 Business Case 00:39

    1.28 Business Objective 01:51

    1.29 Single Business Impact Vs. Multiple Business Objectives 01:12

    1.30 Multiple Business Impacts Vs. Single Business Objective 00:47

    1.31 Quiz

    Learning Unit 02 - Service Portfolio Management 51:38

    2.1 Service Portfolio Management 00:55

    2.2 Service Portfolio Management 02:09

    2.3 Purpose and Objectives of Service Portfolio Management 01:46

    2.4 Scope of Service Portfolio Management 01:19

    2.5 Value to the Business 01:17

    2.6 The Service Portfolio 00:13

    2.7 Service Pipeline 02:26

    2.8 Service Catalogue 04:12

    2.9 Service Portfolio and Service Catalogue 00:16

    2.10 Retired Service 02:22

    2.11 Other important aspects of SPM 01:24

    2.12 Phases of SPM 00:45

    2.13 Service portfolio management process 01:01

    2.14 Process Activities 03:15

    2.15 Process Activities 03:52

    2.16 Process Activities 01:53

    2.17 Process Activities 04:38

    2.18 Process Activities 01:17

    2.19 Triggers to Process 00:53

    2.20 Process Inputs 00:30

    2.21 Process Outputs 00:41

    2.22 Interfaces 04:11

    2.23 Information Management 01:46

    2.24 Critical Success Factors and Key Performance Indicators 02:38

    2.25 Challenges and Risks 02:12

    2.26 Designing service portfolio 01:08

    2.27 Exercise 00:53

    2.28 Scenario 00:53

    2.29 Solution 00:53

    2.30 Quiz

    Learning Unit 03 - Service Catalogue Management 27:18

    3.1 Service Catalogue Management 00:52

    3.2 Service Catalogue 00:39

    3.3 Purpose and Objectives of Service Catalogue Management 01:13

    3.4 Scope of Service Catalogue Management 01:36

    3.5 Value to the Business 01:31

    3.6 Types of Service Catalogue 03:18

    3.7 Types of Service Catalogue 01:11

    3.8 Process Activities 01:17

    3.9 Triggers, Inputs and Outputs 01:56

    3.10 Information Management 03:02

    3.11 Critical Success Factors and KPIs 00:45

    3.12 Challenges and Risks 02:05

    3.13 Production of Service Catalogue 00:56

    3.14 Exercise 03:02

    3.15 Scenario 03:02

    3.16 Solution 00:53

    3.17 Quiz

    Learning Unit 04 - Service Level Management 40:45

    4.1 Service Level Management 00:56

    4.2 Service Level Management 01:17

    4.3 Purpose and Objectives of Service Level Management 01:24

    4.4 Scope of Service Level Management 03:48

    4.5 Value to the Business 00:42

    4.6 Process Activities 01:33

    4.7 Triggers, Inputs and Outputs 04:37

    4.8 Service Level Management Process 00:42

    4.9 Interfaces 02:54

    4.10 Designing SLA Framework 02:55

    4.11 Designing SLA Framework 01:30

    4.12 Information Management 00:49

    4.13 CSFs and KPIs 01:26

    4.14 CSFs and KPIs 01:23

    4.15 Challenges 04:15

    4.16 Risks 00:58

    4.17 Content of SLAs and OLAs 03:10

    4.18 Content of SLAs and OLAs 01:38

    4.19 Exercise 03:02

    4.20 Scenario 00:53

    4.21 Solution 00:53

    4.22 Quiz

    Learning Unit 05 - Demand Management 37:23

    5.1 Demand Management 00:51

    5.2 Demand Management and service lifecycle 01:30

    5.3 Purpose and Objectives of Demand Management 01:42

    5.4 Scope of Demand Management 02:11

    5.5 Value to the Business 00:40

    5.6 Challenges in Managing Service Demand 00:55

    5.7 Activities 00:53

    5.8 Demand and Capacity 02:05

    5.9 Activity based Demand Management 01:22

    5.10 Activity based Demand Management 01:41

    5.11 Benefits for analysing PBA 00:50

    5.12 Codifying of PBAs 00:24

    5.13 User Profile 01:01

    5.14 PBA and User Profile 00:41

    5.15 Differentiated Offerings 01:56

    5.16 Triggers, Inputs and Outputs 01:48

    5.17 Outputs 00:37

    5.18 Interfaces 04:23

    5.19 Information Management 00:55

    5.20 Critical Success Factors and Key Performance indicators 01:56

    5.21 Critical Success Factors and Key Performance indicators 01:22

    5.22 Challenges 01:00

    5.23 Risks 00:36

    5.24 Exercise 03:02

    5.25 Exercise 03:02

    5.26 Quiz

    Learning Unit 06 - Supplier Management 36:10

    6.1 Supplier Management 00:58

    6.2 Purpose of Supply Management 00:28

    6.3 Objectives of Supplier Management 00:41

    6.4 Scope 02:26

    6.5 Value to the Business 00:54

    6.6 Basic Concepts 01:15

    6.7 Supplier and contracts management information system (SCMIS) 01:28

    6.8 Process Activities 03:30

    6.9 Evaluation of New Suppliers and Contracts 01:31

    6.10 Partnering relationships 02:12

    6.11 Contents of Underpinning Contract 02:16

    6.12 Supplier Categorization 02:33

    6.13 Triggers 01:10

    6.14 Inputs 01:57

    6.15 Outputs 01:51

    6.16 Interfaces 01:55

    6.17 Information Management 00:58

    6.18 Critical Success Factors and KPIs 01:43

    6.19 Challenges 02:20

    6.20 Risks 01:25

    6.21 Exercise 00:53

    6.22 Exercise 00:53

    6.23 Solution 00:53

    6.24 Quiz

    Learning Unit 07 - Financial Management for IT services 1:40:59

    7.1 Financial Management 00:57

    7.2 Importance of process to service lifecycle 01:03

    7.3 Financial Management for IT Services 01:13

    7.4 Financial Management for IT Services 01:28

    7.5 Scope 01:09

    7.6 Value to the Business 02:51

    7.7 Enterprise financial management 04:25

    7.8 Funding Model and Analysis 02:34

    7.9 Financial Management Activities 01:42

    7.10 Accounting 02:18

    7.11 Accounting - Cost models 05:25

    7.12 Cost model - Cost by IT organisation 05:02

    7.13 Cost model - Cost by Service 05:02

    7.14 Hybrid cost model (Service, Customer and location) 03:41

    7.15 Accounting 03:14

    7.16 Accounting 06:46

    7.17 Accounting 10:53

    7.18 Budgeting 06:18

    7.19 Charging 05:52

    7.20 Charging Contd.. 06:37

    7.21 Triggers, Inputs and Outputs 06:23

    7.22 Output - Service Valuation 01:02

    7.23 Business Impact Analysis 01:02

    7.24 Interfaces 03:12

    7.25 Information Management 00:59

    7.26 Critical Success factors 02:13

    7.27 Key Performance Indicators 01:17

    7.28 Challenges 02:40

    7.29 Risks 01:02

    7.30 Exercise 00:53

    7.31 Exercise 00:53

    7.32 Solution 00:53

    7.33 Quiz

    Learning Unit 08 - Business Relationship Management 47:44

    8.1 Business Relationship Management 00:42

    8.2 Purpose of Business Relationship Management 00:57

    8.3 Objectives of Business Relationship Management 01:25

    8.4 Scope of Business Relationship Management 01:44

    8.5 Business Relationship Management Process activities with other SM processes 02:58

    8.6 Value to the Business 01:35

    8.7 Business Relationship Management - concepts 02:56

    8.8 Customer Portfolio 02:13

    8.9 Customer Satisfaction 02:25

    8.10 Customer Requirements 03:21

    8.11 Business Relationship Management activities 00:54

    8.12 BRM Activities 01:24

    8.13 BRM Activities through the lifecycle 10:08

    8.14 BRM Activities through the lifecycle 04:43

    8.15 Triggers, Inputs and Outputs 01:58

    8.16 Interfaces 01:28

    8.17 Information Management 01:22

    8.18 Critical Success Factors 01:27

    8.19 Key Performance Indicators 01:28

    8.20 Challenges and Risks 02:36

    8.21 Quiz

    Learning Unit 09 - SOA Roles and Responsibilities 22:19

    9.1 Roles and Responsibilities 00:26

    9.2 Process owner 01:54

    9.3 Process manager 01:21

    9.4 Key roles for Service portfolio management 01:19

    9.5 Key roles for Service catalogue management 01:54

    9.6 Key roles for Service level management 02:21

    9.7 Service level management process manager 01:37

    9.8 Key roles for Demand management 01:46

    9.9 Key roles for Supplier management 01:46

    9.10 Supplier process manager 01:56

    9.11 Key roles for Financial management of IT services 02:05

    9.12 Key roles for Financial management of IT services 00:39

    9.13 Key roles for Business relationship management 03:15

    9.14 Quiz

    Learning Unit 10 - Technology and Implementation Considerations 34:21

    10.1 Technology and Implementation Considerations 00:57

    10.2 SOA technology considerations 00:50

    10.3 Service Design Tools 01:44

    10.4 Service Management tools 00:54

    10.5 Defining Tool Requirements 01:31

    10.6 Statement of Requirements 01:08

    10.7 Tool Evaluation Process 02:23

    10.8 Tool Selection Criteria 01:37

    10.9 Planning and Implementation 04:26

    10.10 Deployment considerations 00:31

    10.11 Implementing - Service design 03:03

    10.12 Challenges - Service Design 01:41

    10.13 Service Design - Risks 02:01

    10.14 Challenges - Service transition 02:05

    10.15 Risks - Service transition 01:27

    10.16 Challenges - Service Operation 06:29

    10.17 Critical Success factors - Service operation 01:34

    10.18 Quiz

    Learning Unit 11 - Summary, case studies, exam preparation and directed 02:40

    11.1 Summary and Exam Preparation 00:25

    11.2 Summary 00:08

    11.3 Summary - SOA Introduction 00:08

    11.4 Summary - SOA processes 00:12

    11.5 Summary - SOA processes 00:12

    11.6 Summary - SOA 00:12

    11.7 Exam Preparation 00:08

    11.8 Exam Hints 00:12

    11.9 Exam Hints 00:12

    11.10 Exam Hints 00:12

    11.11 Exam Hints 00:12

    11.12 Directed studies and Glossary 00:12

    11.13 Thank you 00:15

    That was just a sneak-peak into the lesson.
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Course Fee:
USD 999

Course Type:

Self-Study

Course Status:

Active

Workload:

1 - 4 hours / week

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