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 Slough

Slough is a large town in the area of Berkshire, England. It is the junction point for many other towns. It gives an easy access to various directions and cut short time for many hours. It makes a piece of cake for travellers to reach from one end to another end. Due to M4, M40, and M25, it has the route to the rest of the United Kingdom. We can reach to London and Thames valley via Slough. The earlier Western Mainline which historically belonged to Buckinghamshire under demographic changes comes under slough region. There is an introduction of Elizabeth line which provides a fast journey to the travellers. It will cut the duration of the journey by a quarter of the time. As per 2016 census, the population of the town is 1 lakh 61 thousand.

Since the 19th century, there has been a large migration of the Labour in the town which ultimately facilitate the trade here and thus it leads to lessening unemployment. This workforce also plays a crucial role in becoming the major trading Centre. It has also very less unemployed rate. After the London, the slough is considered to be the most favoured destination for the corporate world. South town F.C is the famous football club of this region. According to 2011 census, there was drastically change in the demography of the area. It is considered to be the most diverse as far as ethnicity is to be concerned. All the major companies’ offices such as Blackberry, McAfee, Burger King, LEGO and much more have their head offices in the city. Every year thousands of jobs have been provided by the Trading Estate business. Slough per capita income is also high.

History

Starting from the origin of the name, it comes from the soil. It was first used in the late 11th century. During the 13th century, the king lived in Chippenham palace. In the 13th century, the upper portion of Court was built. The sacred St Mary the Virgin church, has been under renovation several times in the past. There was an immediate railway started for the convenience of Queen from Slough railway station to Windsor. During the First World War, a largely unused, as well as agricultural land, was used as a depot to repair army vehicles in short period time. During Second World War, major air strikes happened to destroy the linkage between the towns. The hearth of the slough is the biggest ever development plan for the 21st century. Slough has hundreds of buildings which have some historical importance.

Geography and Climate

The ancient part of the Buckinghamshire is known as slough. It got expanded and developed by the nearby villages of the Great West road. The London Heathrow airport gives update information from time to time regarding change of prevailing weather condition. The part of Thames valley experiences high temperature. In contrast to this, the rainfall is comparatively low to 600mm annually. It gives updated information on the prevailing weather condition to local people.

Demography

During the 1930s, it became a safe haven for most of the unemployed youth of the nearby region. They came here looking for jobs and this town gave them the respective opportunity. As per 2011 census, 45% population are white.  A large part of immigrants of various countries is as follow India 11,544, Pakistan 11,244 and Poland with 8,341 and a few more to follow.

Transport

It is very near to London and also has a large network of the roads throughout the city. One can go to different 5 directions at the same time from one point. It is also well connected with the railway. A route was constructed for cyclists too.

Overview of ITIL® 2011 Edition

Information Techno...