ITIL – Intermediate SOA

Sapphire Global ITIL SOA Training makes you an expert in using ITIL and SOA concepts.


Sapphire Global ITIL SOA Training makes you an expert in using ITIL and SOA concepts.

Training Options

Rs. 35,000

  • Live Instructor Online training by Certified & industry expert Trainers
  • 24/7 One Demand Dedicated Server for Hands on Practice.
  • Flexibility to attend the class at your convenient time.
  • Earn a Skill Certificate
  • Professional Resume Preparation end of the trading period. 
  • Plus 45 Days of flexible access e-learning.
Make me an Expert


  • Customized Learning delivery model.
  • Our training practice are perfectly blended with options for effective live instructor lead hands on training.
  • Training need analysis.
  • Our Corporate training services are easy accessibility of LMS ( Learning Management System ) online or offline – anytime, anywhere, on any of your devices.
  • 24/7 learner assistance and Support

Course Curriculum

Key features

This course will prepare you to:

  • Explain the architecture of the ITIL SOA
  • Configure and use new functionalities in ITIL SOA
ITIL Service Offerings and Agreements (SOA): Introduction and Overview
  • The context in the service lifecycle of the SOA processes
  • Strategy management for IT services
  • Design coordination
Service Portfolio and Service Catalog Management


Principles of service portfolio management
  • Relationship to the service catalog and service pipeline
  • Thinking strategically
  • Achieving customer focus
  • Designing the service portfolio
  • Allocating resources
  • Linking business and IT services
Integrating the service catalog
  • Purpose, goals and objectives
  • Technical and business service catalogs
  • Detailing operational services
  • Using key metrics and critical success factors
  • Producing a service catalog
Service Level Management (SLM)


Service level management goals
  • The significance of SLM to the service lifecycle
  • How SLM creates business value
  • Analyzing 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 maximize value
  • Identifying patterns of business activity
  • Connecting demand management to the service portfolio
Supplier management
  • Analyzing the use of the supplier management process
  • Process, scope and objectives
  • Evaluating new suppliers
  • Supplier categorization 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 catalog 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
Practice Test and Interview Questions


Course Advisor

Course Advisor

R. Sreenatha Reddy

SAP FICO / FSCM / TRM / FM / S4HANA Functional Consultant

Professional Experience:

15+ years of Industry experience as Accountant, Consultant, Module Lead, worked on various IT Organizations like IBM/TCS/ITC infotech/SAP Labs across the globe.

Specialized in SAP

  • SAP FICO – Financial Accounting.
  • SAP FSCM – Accounts Receivable
  • SAP TRM – Treasury Management
  • SAP BCS – Budget Control System
  • SAP EC CS – Enterprise Controlling Consolidation System
  • BOBJE – Dashboard Enhancement for MIS


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