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 Preston

Preston, Lancashire is situated at the north bank of Ribble river, It comes under the jurisdictional area of Lancashire, northwest of England. It got the status of a city in 2002. According to 2011 census. It has a population of 1 lakh 23 thousand. Some past actions of Preston provide a sign of Romans presence like the roman built road which headed to a camp at Walton-le-Dale. Flemish weavers helped in the expansion of the textile business. During 18thcentury, it was recognised as a pretty town by Edmund Calamy. It is also a birthplace of Sir Richard Arkwright who discovered rotating frame. It underwent rapid and sudden population and economic growth during the industrial revolution.

History

The Romans built many roads through the centre of today’s Preston. There had been many roads built on the outskirts of the Preston. The tax collection of the town in the 12th century also depicted this town as the wealthiest ones. During a charter of 1179, King Henry II gave the right to organise Guild Merchant. The Process of celebrating this festival is only continued by Preston. The latest was celebrated in 2012. It celebrates after every 20 years of break. The town is located exactly between Glasgow and London. There had been many deadly wars fought on the land of Preston.  A nasty incident of strike where few deaths occurred is also associated with the town.  During the 19th century, the town was transformed from small industrial one to larger one.

Governance

The unparished urban settlement accounts 19 councillors. They have been looking after the administration of the Preston. The Preston and Wyre and Preston North are two Westminster constituencies. The Lancashire county council is looking after the administration of Lancashire and Preston. They also look after development projects and finalising of funds for any projects.

Geography and Climate

The Ribble river is the famous river which flows south of the city. The view is very beautiful of the river and attracts tourists from nearby towns. Cities such as Manchester, Liverpool and Blackpool are near to it. Preston weather is a moderate nautical type with a very less fluctuation in the day to day weather condition. The official Met Office does time to time updating of climate change for local people. It is located at Moor Park which is 1 mile north of City Centre. The maximum temperature marked in last month of 2010.

Demography

Roman Catholic Christian community has been a dominant community for many years. People have strong faith in Christian religion here. Due to the migration of various communities in this region, the Muslim population is also increased in multifold number like Gujarati Indian descent. 10% population is the atheist who does not follow any religion. ‘PRESTON’ name was taken from the religious town of “priests” which has a strong belief in Christian and Catholic community.

Economy

The British defence aerospace Industry BAE systems main centre is located in Preston. The major aircraft design Headquarter is also located nearby Warton. It is strategically important part of the country as far as security is concerned.

Landmark

A few famous landmarks such as Museums, Parks and natural reserves are Harris museum and art gallery, Broughton cottage museum, Ribble steam railway, Museum of Lancashire, Avenham Park, Ashton Park, Moor Park, Miller Park, Grange valley, Hills and hollows valley and a few more.

Transport

The Preston By-Pass started in 1958, became the first stretch of the United Kingdom. It connects M6 and M55 highways. The main purpose was to ease the traffic of Blackpool and The Lake District. Preston railway has been giving its services since 1838. Five main bus operators such as Preston Bus, Ribble Motor Services etc. serve the region of Preston.

Overview of ITIL® 2011 Edition

Information Techno...