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 Leeds

Which still Leeds derives it name from the old Brythonic word Ladenses that stands for  "people of the fast-flowing river". The river being mentioned here is the River Aire which still flows through Leeds. Originally Leeds referred to a forested area in the 5th to the 7th centuries.  The citizens of this city are known as Loiners. They are sometimes also reffered to as Leodensians which is derieved from the city’s Latin name. In Welsh, it is said to be derieved from the word Ilod which means “a place”.  Leeds has a population of 2.3 million.

As of today, Leeds economy is the most varied of all the UK's main employment centres. Jobs in Leeds have grown at a faster pace than elsewhere specially in the private-sector. Leeds stands third on the podium when it comes to jobs area. It had 480,000 in employment and self-employment at the start of 2015. Leeds is also ranked as a gamma world city by the Globalization and World Cities Research Network. It is also known as a hub of culture, finance, and commerce in the West Yorkshire Urban Area. There are four universities in Leeds – The University of Leeds, Leeds Beckett University, Leeds Trinity University and the University of Law. In the United Kingdom, the total number of students in Leeds stands at the fourth place.

Cinema in Leeds

First of all it was in the October of 1888 that Louis Le Prince using his single lens camera shot moving picture sequences known as the Roundhay Garden Scene and a Leeds Bridge street scene. These were developed on Eastman’s paper film. The film festival held at Leeds nowdays and called Leeds International Film Festivals International has a Short Film Competition that is named after Louis Le Prince. The second person to do so was Wordsworth Donisthorpe who like Prince had a strong connection to the Leeds Philosophical and Literary Society. Donisthorpe applied for a patent for his camera that could capture moving images twelve years earlier to Prince's.

Leeds has been known to host the rich film exhibitions now and then. Besides hosting the Leeds International Film Festival and Leeds Young Film Festival, it plays host to many independent cinemas and pop-up venues for screening films. The two movie houses -  Cottage Road Cinema and Hyde Park Picture House – have since the early 20th century been showing and are ranked among the oldest cinemas to do so in the whole of UK.

Culture

Leeds has been home to many artists such as Kenneth Armitage, John Atkinson Grimshaw, Jacob Kramer, Barbara Hepworth, Henry Moore and Edward Wadsworth, who belonged to diverse fields. The history of art exhibitions in Leeds goes far beyond the 1888 when the first art gallery opened in Leeds. A series of exhibitions termed as 'Polytechnic Exhibitions' were regularly held from 1839. Established in 1903 and lasting upto 1923 the Leeds Arts Club founded by Alfred Orage had members which included Jacob Kramer, Herbert Read, Frank Rutter and Michael Sadler. This club advocated the philosophy of Friedrich Nietzsche, and German Expressionist ideas about art and culture. Noted sculptors Barbara Hepworth and Henry Moore started their carrersr in the 1920’s at the Leeds College of Art.

The club acted as a centre for essential art education in the middle of the 20th century guided by artists such as Harry Thubron and Tom Hudson, and the art historian Norbert Lynton. In the 1970s the Leeds College of Art split from the college to form the center of the new multidisciplinary Leeds Polytechnic which later came to be known as Leeds Beckett University. The University of Leeds served as the alma mater of Herbert Read, one of the leading international theorists of modern art. It was also  the place where Marxist art historian Arnold Hauser taught from 1951 to 1985. Leeds acted as a centre for radical feminist art, with the Pavilion Gallery, which opened in 1983, showing the work of women. The University of Leeds School of Fine Art was another center dedicated to the development of feminist art history in the late 1980’s and 90’s.

Overview of ITIL® 2011 Edition

Information Techno...