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 Wakefield

Wakefield is a city in England. The river Calder flows in the vicinity of the city. The city of Wakefield is a Metropolitan borough that comes under West Yorkshire, country and the Humbler region of England. The city is dubbed as Merrie City and a quick market town and large city. It is famous for the well-served flesh of both sea and Rivers. It is recognised as the compassion city as seafood is very cheap to fulfil stomach. The facilitation of the fish food is very fast and easily available. Coal is also another important mineral found in the region. During civil war era, it was also a stronghold for Royalist. It evolved as major market and Centre for wool. It transformed into an Inland port from a normal navigable river. The post town is Wakefield.

History

The origin of the name was supposed to come from Waca’s field. Here Waca’s means a watch or wake. Here the field refers to an open ground where festivals were supposed to be organised. Because of this, it got this beautiful name of Wakefield. The origin of the town is to nearly 5th or 6th century. During AD 876, the region was under the control of Vikings. He also played a crucial role in the foundation of twelve hamlets. After the battle of Hastings, the area was conquered by William the Conqueror from Edward the Confessor. During mid-18th century there was an introduction of the railway. At the beginning of the 19th century, the town got multifold income in its basket. Large warehouses were built for the storage of grains in the region. At the later stage, Glass and Textile industries also got pace.

Governance

In the earlier years, it was a town with one seat for Member of Parliament. For 20 years, it had run by Yorkshire government. During 1913, it got the status of the city. The city council runs its administration from the country hall as its office. The seat of the MP has been reserved with Labour party for 12 years.

Geography and Demography

The average high climate temperature of the town is 13° Celsius and average low temperature is 6.3°Celsius.It got average rainfall from 800mm to 900 mm. The last Population census of the Wakefield came in 2001. The urban area had population 77 thousand approximately. The sex ratio of the Wakefield has the good number. Approximately, 40% people did not go to school or college and do not have any academic qualification. The people of Asia continent is in minority here. The white people have the majority in the region with 91% strength followed by Asian and black communities.

Education

The oldest school of the region is Queen Elizabeth Grammar school. The Elizabeth gallery is moved to Northgate in mid- 18th century. The governor is responsible for the administration of the school. The Church of England opened several National schools in mid-18 century. Wakefield College is the leading institution with 3000 full time and 10,000 part time students in its basket. The standard of education appreciated by local people.

Transport 

The junction point of the M1 and M62 motorways provides good access to commuters. There is a number of roads passes through the city. Wakefield Kirkgate operates trains in the region. There is also a vast network of trains in the city. 

Notable people

The veteran Novelist George Gissing was born in 1857. The famous Sculptor Barbara Hepworth is another name in the list. ‘‘This sporting life’’ book writer David Storey was also born here. some other famous personalities also associated with this town.

Overview of ITIL® 2011 Edition

Information Techno...