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

Fill in the form below & we'd get back to you.

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

 

Enquire Now


----- OR -------

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

ABOUT Hinckley

Hinckley, in southwest Leicestershire between the cities of Leicester and Coventry,  is the second biggest town in terms of area. Hinckley is administered by the council of Hinckley and Bosworth Borough.

 Places

  • The Battle of Bosworth: The site of the Battle of Bosworth is located in Hinckley. The site houses an interpretation centre at Ambion Hill, where King Richard III set up camp before proceeding further for battle. Many soldiers who died during the battle are buried at St James's Church in Dadlington. The place is now a shrine for the ones who lost their lives.
  • Hinckley Museum: The Museum is home to 17th-century knitter’s cottages made from timber.
  • Stoke Golding: The site is home to a very fine arcade that can be found in some of the most beautiful medieval period churches.
  • St Mary's Church: It is a 13th-century church dedicated to Virgin Mary and located in the centre of Hinckley. Richard Smith was a young horse rider who was murdered in 1727. A tombstone dedicated to the youth is present in the courtyard. Every year on 12th April, this tombstone bleeds. April 12 is the date when the youth was murdered. The church remains open daily from 10.00 to 4.00 pm, and during the services on Sunday.
  • Parks Hollycroft Park: The park actually belonged to the Atkins family but in 1934 the Atkins handed over the park to the city authorities so it could be opened to the public. The park is very much liked by those who wish to play tennis and golf. The park houses various tennis courts, a bowling green, gardens, golf course and a bandstand. Many big events in the town take place at this park. The park in the years 2010 to 2012 received the Green Flag Status for achieving high standards.

 Other places that could attract visitors are the Brodick Park in the west of Hinckley and the Ashby Canal. The park with all its trees acts as a nature reserve. On the other hand, the canal is the longest curved canal in England passing through Hinckley.

Transport

The Hinckley town is equally placed at a distance of 19 km from both Coventry and Leicester. The town of Ibstock lies 18 km to the north on the A447 motorway.

Roads

It was in the early 1990’s that the A47 was by-passed as a result of the completion of the Normandy Way. This not only decreased congestion in the town, it was also helpful in the commercial development of the town along the A47 route. Hinckley has two motorways the A5 and the M69 with the M69 linking Hinkley to Leicester, Coventry and the two motorways the M6 and the M1.

 Bus

The main operators of the bus services in Hinckley are the Hinckley Bus. The service has routes for Barwell, Burbage, Earl Shilton, Leicester and Nuneaton. Up until 2008, a number of services were operated for rural areas by  Arriva. This stopped when Arriva was sold to Centrebus Holdings. Arriva regained the stake from Centrebus Holdings in 2013. Other major bus service operators in Hinckley include Stagecoach and Arriva Fox County.

Railway

The Hinckley railway station lies on the Birmingham to Peterborough Line on the Nuneaton–Leicester section.There are regular services being operated via Narborough and Nuneaton between Birmingham and Leicester. Residents can journey to London via the West Coast Main Line or through Midland Main Line. The Midland route terminus is the London St Pancras which ever since November 2007 has been the home of Eurostar international services.

Airports

The airports that fall the nearest to Hinckley are the Birmingham International and the East Midlands.

Overview of ITIL® 2011 Edition

Information Techno...