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

Fill in the form below & we'd get back to you.

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

 

Enquire Now


----- OR -------

Reach us at 0121 368 7851 or info@msptraining.com for more information.

ABOUT Doncaster

Doncaster is a place where markets were organised in the past. It was not mandatory at all for the smooth conduct of the market, but it has potential to hold a fair was also termed as Market town. The geographical location is near to South Yorkshire territory of the United Kingdom. With the geographical area of nearby suburbs and settlements, it forms a Metropolitan Borough of Doncaster. As per the population census of mid-2016, the population was 306,450. The only territory of the Doncaster contributes 109,810 population. As per the Treaty of Durham,  its Jurisdiction comes from the Scotland. The urban vicinity of the region contributes 158,145 people including the nearby villages.

Politics

There are three seats for the member of parliament in the Doncaster constituency. The constituency is currently under the power of Caroline Flint(Don Valley), Ed Miliband(Doncaster North), and Rosie Winterton(Doncaster Central). At a European level,  The city was a part of European Parliament Constituency. In September 2014, UklP organised yearly conclave. In the European Union Referendum 2016, Doncaster was in favour of leaving the European Union.

Geography     

With the development of the Coal Mining sector, the population of the borough expanded at a very rapid pace. In the late of 1970 and the beginning of 1980, it faced a lot of problem in the economic sector of the town. There have been lost in the job opportunities of the city. There has been a drastic shift towards the service industry of the city. The city has an excellent link with the rest of the United Kingdom owing to the communication links of it. There has been a destination where tourists come from all over the world, i.e. Frenchgate Shopping Centre.

Climate

Doncaster has a coastal climatic condition, and it lacks in the extreme temperature conditions. There has not been much difference between the maximum temperature as well as the lower temperature. RAF Finningley is the official weather station for the town.

Economy        

From the 18th century to 20th century, Doncaster was the major industrial centre among the nearby cities. It attracted visitors from all over the world, and it became extremely busy and experienced migration in the past. In nowadays, the city experiences development in commercial and residential wise.  

Tractor production      

During the 1930’s, International Harvester initiated the production of agricultural tools and implements at their manufacturing units. Farmall M was the first tractor manufactured in the unit on 13th September 1949. The initial parts for the manufacturing of tractors came from the United States of America

Transport

Doncaster is situated at the beginning of the European Route E13. Other main cities that are connected with it are London, Nottingham, and Sheffield. The unusual thing is that there is not a single European route designator in the street of the United Kingdom. The Initial Point of M1 motorway is M18 Junction 2 of Doncaster

Culture, tourism, and Nightlife

Doncaster Museum and Art Gallery are only renowned museums opened in 1964. It has been the home of local history, natural history, archaeology and decorative art. A lot of visitors visit the city during the weekend.

The nightlife of the city is appreciated nearby region. This town has 43 bars and clubs. It is just 200 to 300 meters distance from each other

Sports  

The City provides a lot of opportunities in sports and games. The City is famous for many games such as horse races, rugby football, soccer game and Speedway Racing. The basketball game is also played by few clubs though followed much by the native people. The city also has twin town in different countries such as Avion, France and Herten, Germany

 

Overview of ITIL® 2011 Edition

Information Techno...