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 High Wycombe

High Wycombe is an English town in the county of Buckinghamshire with a population of around 124,475 in 2015 according to ONS official estimates.it is also commonly known as Wycombe. It is the second largest town lies 27 miles southeast of Oxford, 29 miles northwest of London and 23 miles northeast of Reading. The wealth of the town is primarily based on the production of the furniture. The town is considered as a blend of both market and industrial town. The city consists an unparished area lies in the district of Wycombe and not covered by an administrative division of local government. The civil parish area of the town depicts the ancient parish of Chepping Wycombe and had a population of around 14000 in 2001 census. The part of the urban area is not covered under the control of municipal borough of the town. The town is surrounded by various suburbs including Bowerdean, Cressex, Terriers, Booker and Wycombe Marsh.

History

It has been proposed that the name of Wycombe was first recorded as Wichama in 799-802 meaning the dwellings. Some stated that the name originated from the Wye River and a wooded valley combe. The Roman villa dates back to the 150-170 AD was found during the excavation executed in 1954. The town is the birthplace of the 19th century notable Prime Minister Benjamin Disraeli. The early settlement of the town was first recorded as Wicumun in 970. The market borough status was granted to the town in the 12th century, and the first moot hall, meeting or assembly building for deciding local issues was first built in 1226.

During the Middle Age and Tudor period, the town was considered as a mill town, focused on the manufacturing of the lace and linen cloth. The town served as a halting point for travellers coming from Oxford to London and travellers used to stay in the lodges and motels. Due to the richness of chalk in the water of River Wye, the paper industry flourished in the 17th and 18th century. Later on, the cloth industry replaced the paper industry. The furniture factories started setting up their base all over the town and most popular furniture industry, Windsor chairs took possession in the 19th century. Large terraced houses were constructed to accommodate the workforce engaged in the furniture factories.

Many locally made chairs and the useful information on the lace industries and local furniture is displayed and restored in the Wycombe Museum. The social and economic condition of the city was completely dependent on the furniture industry. The decline of the furniture industry in 1960 brought significant social problems and unemployment in the town. A large number of housing areas were fallen into slums and even completely demolished under the slum clearance scheme in 1932. The girls’ school of the town became a base for 8th Air Force Bomber Command during the Second World War, later on, the site became their headquarters in 1944.

Recently, many redevelopment projects have planned in the town including the expansion of existing shopping centre, construction of multi-story car parks, redevelopment of the town centre and Buckinghamshire New University and completion of the new Eden Shopping centre. These developments further stimulated the construction of new multimillion-pound hotel and Sainsbury store next to the Eden shopping centre.

Education

The town follows a selective educational system based on the tripartite system of education in England and Northern Ireland. There are several primary, secondary and independent schools in the town. Among those, few are Booker Hill Combined School, Marsh Infants School, Cressex Community School, Wycombe High School, Crown House School and Wycombe Abbey. The town is served by Amersham and Wycombe College and Buckinghamshire New University for further and higher education. The main campus of the new university lies on the former site of College of Art and Technology of High Wycombe.

Overview of ITIL® 2011 Edition

Information Techno...