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 Jersey

Far cry from other regions of United Kingdom, Jersey has its unique history. Jersey officially known as bailiwick of Jersey is run under the administration of The Crown. The coast of Normandy i.e France is located near to it. Earlier the dukes of the France has control over the jersey and ultimately became kings of England. In the deadly war, Normandy was lost by the kings. The ball was in the court of the jersey, either to choose association with the UK or not. It comes under the jurisdiction of the crown prince of the United Kingdom but still, it is not considered to be a part of the United Kingdom. Jersey is a self-governed parliamentary form of Democracy under the monarchy system.

This has own financial, legal and judicial systems. It has an international identity separate from the United Kingdom. The queen of the United Kingdom appoints lieutenant governor on her behalf to see the administration work of the jersey. All the responsibilities of the development work being done by the United Kingdom government. With regard to the defence of the sovereignty of the territory, the United Kingdom government is responsible for it. The 28 countries group of the Europe known as the European Union has a special relationship with it. Because of its closeness to the English people, the preferred language of this region is English and currency is Pound. The 2014 population index shows 1 lakh people in this region.

History

Because of its strategic location between the northern coast of France and the southern coast of England, it has shown a great impact on the inner politics of the region. The jersey history is very old nearly a large number of iron coins were found some years ago by two people with their modern equipment. The presence of Roman Empire is also found here. Various fortifications had been constructed during 1939-1945 by the Germans.

Politics and law

There is only single house assembly with total 51 members. Since many years, there has not seen many enthusiasts among voters. The elected council of ministers chose its chief minister. The lieutenant governor acts as a conduit between the government and the United Kingdom.The law follows in the United Kingdom is not from one country but mixed of various countries such as the United Kingdom, France, and Norman.

International relations

The government of the country is very active in its territory interests and trying to develop good relations with various countries. There have been numerous discussions over the independence within the assembly but no concrete solution has come so far. A number of leaders emerge out of its course.

Geography and Climate

Jersey is an island including Intertidal zone and reclaimed land. It is also the southernmost and largest Channel Islands. The climate is temperate with not many severe winters as well as not many severe summers. There has an impact on the weather condition due to the Atlantic Ocean. It makes the process of heating and cooling very slowly throughout the year. In winter, there is a warming influence on the coastal region and cooling influence in summer. The official met office kept records of yearly pattern of climate and which would be used for future reference.

Economy 

The services sector is the prominent sector in the economy of the region. It includes financial services such as tourism and hospitality which further adds hotels, motels, restaurants, bars, transport and Communications and a few more. Other prominent businesses are retail and wholesale, construction and Agriculture. At purchasing power parity, Jersey pulled a rabbit out of a hat and ahead of all the world’s major advanced economies.

Overview of ITIL® 2011 Edition

Information Techno...