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 Colchester

 

Colchester, through which the River Colne runs,  is a market town located in the borough of Colchester, Essex, 50 miles northeast of London. As of the 2011 Census, Colchester was the fastest growing town. People from Colchester are known as Colcestrian. Colchester is not only the oldest town since the Roman civilization, it is also the oldest town in BritainColchester was also known as the capital of Roman Britain. The Most Ancient European Towns Network also lists Colchester as one of its members.

The A12 road and the Colchester railway station both connect this town to the capital. Being a market town, there are a number of commuters who travel to and from to this location. The Stansted Airport and the Harwich ferry port are two means used for this purpose which lie at a distance of 30 miles and 20 miles from Colchester respectively. One of the main attractions at this market town is the Colchester Castle. The town is also home to the Colchester United Football Club.

Garrison

Colchester has served as a military garrison ever since the Roman period. The 16th Air Assault Brigade is currently housed in this Colchester Garrison. The Glasshouse, the army’s military prison meant for corrective training, is located in Berechurch Hall Road, which lies on the outskirts of Colchester. The Glasshouse is a prison for those men and women in the army service who have been sentenced to serve detention periods.

During the ten year period of 1998-2008, the garrison saw many changes. The Ministry of Defence sold a lot of it's for developing private housings. This led to the relocation of some parts of the garrison. There are parts in the garrison that still await the development process. This may happen in the second phase that is yet to be initiated.

Colchester ,in 2006, started the practice of firing Royal Salutes on a Royal anniversary or a Royal visit or visit by a foreign dignitary. The Castle Park is the place where the salutes are fired from since 2009.

Museums

There are various museums in Colchester such as The Castle Museum, Hollytrees Museum, Natural History   Museum. The Castle Museum which is located inside the Colchester Castle is home to an exhibit on Colchester of the Roman times. The Holltrees Museum is a museum for social history where exhibits for children can also be seen in Charles Gray’s former home. Situated in what was earlier the All Saints' Church, is the Natural History Museum.

The erstwhile Cavalry Barracks are home to a visitor and museum and display exhibits from the Roman Circus. The museum is managed by the Colchester Archaeological Trust. There are replicas and models of the circus as well as finds from Roman cemeteries included in these exhibits.In 2014 brick and marble columns from the massive frontage of the area of the Temple of Claudius were discovered behind the High Street. There are plans to exhibit them to the public.

 The Gosbecks Archaeological Park

The Gosbecks Archaeological Park which is home to a Roman theatre and a Roman-British temple is located in the south-west part of the town. Once the park used to be the place for the  "Cunobelin's farm", named after a Catuvellauni king, whose coins were found at the site in large quantities. The park, during the Roman period, housed a large Romano-British temple and Britain's largest Roman theatre. This theatre was almost twice as big in size as compared to the largest theatre in Colchester today. Another reason for the park to be famous is its closeness to the post-conquest Stanway burials, a Roman fort and the Iron Age defensive earthworks that are still existing.

Overview of ITIL® 2011 Edition

Information Techno...