ITIL® Service Lifecycle Continual Service Improvement

Learn to continuously improve the organisational services

ABOUT THE PROGRAM

ITIL® Service Lifecycle- Continual Service Improvement (CSI) course that provides in-depth knowledge regarding the areas of the ITIL® Service Lifecycle to prepare the delegates for ITIL® Continual Service Improvement exam that leads to ITIL® CSI Certification. It is one of the nine intermediate qualifications and one of the five lifecycle stream qualification through which credits can be gained for the ITIL® Expert Certification.

  • PeopleCert accredits all the courses of ITIL®

  • Learn how to manage the activities and techniques in CSI stage of Service Lifecycle

  • Key Learning Points and Tutor Support

  • Determine how to measure the performance of Continual Service Improvement stage

WHAT'S INCLUDED ?

Find out what's included in the training programme.

Includes

Exam(s) included

Exams are provided, as part of the course. Obtaining certification is dependant on passing these exams

Includes

Key Learning Points

Clear and concise objectives to guide delegates through the course.

Includes

Pre Course Material

It provides some basic knowledge about the course before training.

PREREQUISITES

The professionals who want to attend ITIL® Service Lifecycle- Continual Service Improvement (CSI) course must hold ITIL® Foundation Certificate.

TARGET AUDIENCE

ITIL® Service Lifecycle- Continual Service Improvement (CSI) course is best suited for the following audience:

  • IT Professionals
  • CIOs
  • CTOs
  • IT Managers
  • IT Consultants and Architecture

WHAT WILL YOU LEARN?

  • Gain knowledge regarding concepts and terminologies used in Service Lifecycle
  • Enhance the quality of organisational services
  • Get to know about the processes, functions, and activities used in continual service improvement
  • Discover the roles and responsibilities of CSI of Service Lifecycle

 

Enquire Program

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PROGRAM OVERVIEW

MSP Training introduces ITIL® Service Lifecycle- Continual Service Improvement (CSI) course that focuses on the organisational or individual review of services. These services are produced by following the activities of plan, strategy, design, implementation and maintenance.  We provide the best training with latest study material available in the market.

Exam

To Measure the knowledge attained by the delegates in training. An exam is conducted at the end of training. Each delegate has to go through the examination in order to get certified. The exam will have the following pattern:

  • 8 Multiple Choice Questions
  • Exam Duration- 90 minutes
  • 70% marks are needed to clear the exam that is 28 out of 40
  • It will be closed book exam

PROGRAM CONTENT

Introduction: Continual Service Improvement

  • Scope and goals of CSI
  • Objective and purpose of CSI
  • How to embed CSI into organisational processes
  • How to create business value
  • CSI approach

Principles of Continual Service Improvement

  • Establish accountability
    • Define unambiguous ownership and roles
    • Support CSI application and register
    • Service Level Management and CSI
  • Provide adequate governance
    • Knowledge management
    • Apply or implement CSI with the Demand cycle
    • Service Measurement
    • Ensure effective governance with CSI
    • Support CSI with frameworks, models, standards and quality systems

The seven-step improvement process

  • Determine what to measure
    • Define what to measure
    • Conduct gap analysis
  • Gather Data
    • Data processing
    • Analysing data
    • How to present and use the information?
    • Implement corrective actions
    • Integrate CSI with the other stages of the lifecycle

Methods and Techniques

  • Activities for delivering CSI
    • Perform gap analysis
    • Implement benchmarking
    • Design and Analyse service measurement frameworks
    • Create ROI (Return on Investment)
    • Articulating service reporting
  • Key metrics
    • Technology metrics
    • Process metrics
    • CSFs and KPIs
    • Service metrics
    • Initiating a SWOT analysis
    • Measure benefits to the business
  • Support CSI activities
    • Availability Management
    • Capability Management
    • IT Service Continuity Management
    • Problem Management
    • Knowledge Management

Organisation and Technology Considerations

  • Define roles and responsibilities
  • Organisational structure supporting CSI
  • Specify tool requirements for implementation success
  • Automated incident and problem resolution
  • Statistical analysis tools
  • Business intelligence and reporting

Implementing Continual Service Improvement

  • Key considerations
    • Analyse the starting point
    • Relating role of governance
    • Determine the effect of organisational change
    • Construct a communication strategy and plan
  • Implementation Challenges and risks
    • Establish critical success factors
    • KPIs
    • Develop risk-benefit analysis

ITIL® Service Lifecycle - Continual Service Improvement Enquiry

 

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Reach us at 0121 368 7851 or info@msptraining.com for more information.

ABOUT Belfast

Belfast is the largest city in the northern part as well as the second largest city in the whole Ireland region. It is also the capital city. It got the status of the city during late 18th century. The city was the hub of the Irish linen suit, rope-making, tobacco-processing and shipbuilding industries. RMS Titanic recognised as the world’s biggest as well as beneficial shipyard. Belfast played a crucial role in the industrial revolution and emerged as world’s Industrial hub during late 20th century. In mid of the 1930s, the city continued a major aerospace and missiles industry. Also, the city is a centre for business, higher education, arts, law and much more.

George Best and Belfast International Airport’s are giving their services to the city. Belfast Lough is dominated by the commercial and industry docks  

Governance

In 1613, the borough status to the Belfast was given by James VI and I and In 1888 it got the official city status by Queen Victoria. The city is governed by Belfast City Council and is part of local government district council as well. It is being represented in both the Northern Ireland Assembly and British House Of Commons. Belford comes under Northern Ireland constituency during the elections to the European Parliament.

Geography

Belfast located on the western side of Belfast Lough and the mouth of the Lagan River. This location is ideal for the shipbuilding industry. Wolff and Harland had the most significant shipyard in the world when the Titanic was built. At the time of winter solstice which the shortest day of the year, the sun rises around 08:45 and sunset before 16:00.  

Climate

Belfast has a marine climate similar to the rest of the Ireland. The difference seen in the day-night temperature is very less. Because of the warming effect of Gulf Stream, the temperature of Belfast is milder as compared to any other location. Currently, there is five weather observing stations in the Belfast that are Stormont, Newforge, Castlereagh, Helens Bay and Ravenhill Road. The hottest night of Belfast is recorded as 19.6 °C in August 2001 at Whitehouse.

Areas and Districts

During the 19th century, Belfast had grown rapidly from a market town to an industrial city. The city is gifted by natural hills that surround it and ultimately increase the beauty of the town. Furthermore, it helps in the tourism sector of the city. The city centre of Belfast is divided into two postcode districts. These are BT1 (for the north hall) and BT2( for the south hall). The number of tourists is continuously increasing since 2001. For this, cultural quarters have been developed by the city council. It really helps in the economy of the city as local people expanded their business and earning their livelihood. The name of the Cathedral Quarter has been taken from the name of St Anne’s Cathedral.

One of the main outdoor venues is Custom House Square. It is considered as the best place for free concerts and street entertainment. Apart from the communication channel, the Irish language is highly promoted and encouraged in the area of Gaeltacht quarter in west Belfast.

Demography

The population census conducted in the year of 2011, and the population was 276,459. This strength of people makes it the fifteenth-largest city and eleventh-largest conurbation in the England. As per the records, the first half of 20th century, the city experienced a massive growth in population. This arose issues related to administration during 1971 as the town was lacking with facility and infrastructure. But with the time, the development works also got pace and situation got well.

 

Overview of ITIL® 2011 Edition

Information Techno...