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 Oxford

Oxford lies in the central southern region of the England with a population of around 168,270 according to the survey conducted in 2015. It also serves as a county town of Oxfordshire and becomes the 52nd largest city in the United Kingdom.  The city also known as the city of dreaming spires, lies 57 miles from London, 65 miles from both Birmingham and Southampton and 40 miles from Reading. The city became famous after the establishment of prestigious and oldest university ‘University of Oxford’ in the 12th century. The early evidence of the city found back to Saxon period and buildings of the city depict the English influence or architectural period. The economy of the city grew is primarily based on information technology, education, motor manufacturing, publishing and science-based businesses.

History

The history of the city found its root back to the Saxon times. It has been suggested that the name of the city is derived from Oxenaforda meaning Ford of the Oxen (Oxen crossed the river through fords than bridges around AD 900). During the empire of Wessex and Mercia, the city grew as an important military frontier town.  Danes attacked the city for several times and killed during the St Brice’s Day massacre in the 10th century. Recently, the skeletons of the victims were found during the construction work of St John’s College.

In 1066, Norman Invasion had severally damaged the town and later on the responsibility of the town was handed over to Robert D’Oyly. The Oxford castle was built to verify the authority of the Norman over the area. The castle still stands today and has never utilised for military purposes. The monastic community was also established in the castle and recognised as the oldest places of formal education in the Great Britain. King Henry II granted the charter to the city resulted in the construction of the various religious houses and residents availed the same exemptions and other benefits as enjoyed by the capital of the kingdom.

The city was affected by sweating sickness epidemic in the 15th century resulted in the death of half of the city’s population. The Cowley Barracks were constructed for establishing permanent military presence in the city. The Oxford canal was built in 1790, linked the city with the Coventry and Duke’s cut connected the new canal with the Thames River. The Great Western Railway was introduced in the city in 1844, connected the town to the cities of London and Reading.

The population of the university reduced heavily during the First World War and the university campus was being used for the training purposes by the soldiers. The city faced rapid industrial growth with the introduction of publishing and printing industries in the early 20th century. The city incorporated the suburbs of Wolvercote, Cowley and Headington. The economy of the city experienced huge transformation with the establishment of Morris Motors Limited. The major workforce of the city was employed in the Morris Motors and Pressed Steel Fisher plants. With the decline of British Leyland, the city faced unemployment between 1980 and 1990.    

The city was not much affected by the Second World War due to the absence of heavy steelwork and shipbuilding industries. But refugees from London and other cities of the country migrated to the city. The university buildings were also used as military barracks for short period. The city gained a cosmopolitan character with the arrival of cafes, clubs, bars and restaurants.

Landmarks

The topmost places to visit in Oxford are Pitt Rivers Museums, University of Oxford, Radcliffe Square, Ashmolean Museum of Art and Archaeology, Magdalen College, Christ Church Meadow, Oxford Canal, Oxford Castle, Bridge of Sighs, Oxford University Museum and much more exciting places.

Overview of ITIL® 2011 Edition

Information Techno...