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 Liverpool

Liverpool city is located in northwest region of England. As per the last population counting of city, It stands nearly 4, 80,000. It is also acknowledged as one of the largest metropolitan cities of England. Liverpool city council is looking after the development work of the city. It is also a highly populated district within the area of the metropolitan county of Merseyside. As far as population is concerned, It is the most populated region of the United Kingdom. Nearly 1880, It transformed into the city from the borough. After 9 years as a city, it became county borough and got totally separated from Lancashire. The growth of the city did happen during the industrial revolution. Industrial revolution embarked on various other industries in the region.

It ultimately helped in the creation of job opportunities. During the 19th century, Most of the emigrants of the United Kingdom including Ireland used this major Liverpool Port to move in the United States. There have been a lot of fan following of The Beatles (the English rock band) and other rock bands from Mersey beat era which further brings a lot of tourists in the city. It helps in boosts of the tourism sector of the country. Liverpool F.C and Everton are two famous football club of the region. The locals are very enthusiast while cheering their local football club in different leagues. All the entertainment programs are being held at Mathew street.

History

The letter patent issued during the beginning of 12th century announced the real foundation of the Borough of Liverpool. By the mid 16 century, the population of the town was 500. King John designed street plan for Liverpool. The history of Liverpool commenced since 16th century Tudor building and modern day architecture styles. The English Heritage site described the richness of architecture in the city. In 18th century, The Liverpool railway commenced its services for locals. The number of Irish migrants were migrated during the famine of 1840 from the region. Great Britain was a major market for cotton to the whole world. In 2014, An International festival was organized under the supervision of Prime Minister Leadership. It was acknowledged as world’s biggest business event

Economy

The location of the city gives her all the advantages. Being situated in the Centre, Liverpool get access from all the nearby cities as they set up their infrastructure there. This is the reason for strong economy of the city. The Liverpool city has one of the largest economies, per capita incomes, GDP’s in the Great Britain. Since 1995, the economy of the Liverpool was strong with GVA 72% from 1995 to 2006. The employment rate rose to 13% between 1998 and 2006. Both the private and public sector grew well in Liverpool region. Near about 60% people engaged in services or tertiary sector such as public administration, banking, finance, health, insurance, and education sectors. Among them banking, finance, and insurance did well and developed more.

Government

Liverpool city administration works on dual system of Mayor and Cabinet. Joe Anderson and Roz Gladden are the present Mayor and Lord Mayor of the region respectively.  They are also looking after the administration work in the Liverpool city region combined authority, The National government unitary authority, the European Parliament when functions of Merseyside county council was put off and it rose to district borough level . Departments such as Fire Brigade, Police, and rescue services manages at the country level.

Sports

Liverpool city is the most successful city in terms of the Football talent and championship. Both the clubs Liverpool F.C and Everton F.C have won several titles and championship. Wayne Rooney is the most followed football player of the Liverpool F.C. the other prominent sport of the region is boxing. The World’s most famous Steeplechase is being held at Aintree. It held in the month of April every year. Golf and Greyhound racing also played with same zeal in the region.

 

Overview of ITIL® 2011 Edition

Information Techno...