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 Solihull

Solihull is a metropolitan country. It is situated at the west midlands. The region is also the same i.e west midlands. It is area of the London, United Kingdom with population 2 lakh 7 thousand as per 2011 census. It is considered to be the largest town of the metropolitan borough. It also has bulk of 2 lakh 10 thousand people. Solihull is the wealthiest town of the west midlands and one of the wealthiest towns in the outskirts of the London. As per of the famous life of Quality Indices, It is the best place to live in the United Kingdom. The post town is also with the same name but different codes such as B36, B37 and many more. Silhillians are the native people of this region.

History 

Solihull derived from a famous church which was on the top of the hill i.e St Alphege. During heavy rainfall, the mud gets sticky. A number of beautiful historic architectures are found here. There was not much impact of the industrial revolution in this region until 20th century. Due attack of German forces, Neighboring Coventry was the main target. The Airport and local railway lines of Solihull were remains intact. During the beginning of the 19th century, the population of the town was approximately 7.5 thousand. After the demolition of the properties in Mill Lane and nearby areas of Drury Lane, there was construction of the central shopping area known as Mell square and a few more demolition of properties which have its origin about hundred years old. Ramada Jarvis Hotel is constructed in place of the town oldest landmarks, the George.

Governance

It converted from district to municipal borough. After 10 years it merged with the other districts and became Metropolitan Borough. The Present MP is Julian Knight. He belongs to  conservative party of the United Kingdom.

Education

There is a Solihull college which offers various technical and professional courses. The main focus of this college is to provide degrees in Engineering and computer science. Since many years there has not been any application to higher authority for attainment of University status.

Solihull is the oldest school of the Solihull and it was founded in 1560. In 2017, it is 457 years old. There will be £ 80 million investment for the upgradation of the schools. In a period of 7 years, there will be 6 new schools in this region.

Transport

The road is linked with oxford and London region. It is well connected with motorway network. Birmingham Airport also provides service from this region. It is well connected with railway too.

Economy

It is famous for its shopping facilities. The famous Shopping Centre Mell square is also constructed in this town. The famous car brand Land Rover has its production plant in this region.  Pub company Enterprise Inns and mortgage and personal loan provider are others famous headquarters in this district.

Biodiversity

It is rich in bio sphere reserves such as Alcott wood and bills wood. There is also good availability of the water source as river Blythe flows here.

Sports and Events

Solihull Moors is the famous and largest football club followed by this region. The Bees is the famous Rugby team of Solihull. There are several hockey clubs of this district. There is also facility of indoor bowling area. The cycling club of the Solihull gives many best riders of the world. Since 1930, Solihull Carnival has been organized by local authority every year.  

Suburbs

Solihull has many suburbs. These suburbs are Cranmore, Sharmans Cross, Haslucks Green, Lode Health etc. This town also have satellite towns such as Barston, Bickenhill and Eastcote.

Overview of ITIL® 2011 Edition

Information Techno...