ITIL® Online Continual Service Improvement

ITIL® Online 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.

MSP Training introduces ITIL® Online 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

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