ITIL® Service Lifecycle - Continual Service Improvement

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Introduction
Course Details
Course Content
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A Quick Glance

Get to know about the methods and techniques needed to manage and control the functions within CSI phase of the service lifecycle
Determine various metrics to measure CSI performance
Pentagon Training’s ITIL® courses are accredited by PeopleCert
Our training program is delivered by certified trainers with latest study material available in the market

Once a service is developed by any organisation, it is very important to monitor and control the service for enhancing its quality continuously. Continual Service Improvement(CSI) process make use of the principles from quality management for determining success and failure in the past. ITIL® Service Lifecycle - Continual Service Improvement course help the delegates to enhance the quality of IT processes and services.

Pentagon Training’s ITIL® Service Lifecycle - Continual Service Improvement course is designed to focus on the methods and techniques that are used in the development process from the Continual Service Improvement phase of the Service Lifecycle.

Who should take this course

ITIL® Service Lifecycle – Continual Service Improvement course is beneficial for the following audience:

Those who want to have a practical knowledge regarding the practical aspects of ITI® Continual Service Improvement phase of the Service Lifecycle
Individuals who want to improve the quality of IT service provision within an organisation
The professionals who want to have an ITIL® Expert Certification and ITIL® Service Lifecycle – Continual Service Improvement is a prerequisite

Prerequisites

The professions who want to attend ITIL® Service Lifecycle – Continual Service Improvement course must hold ITIL® Foundation course.

Get to know about the Key concepts and terminologies used in CSI stage of ITIL® Service Lifecycle
Learn to enhance the quality of IT services and processes within the organisation
Learn the processes, functions, and activities involved in CSI

Exam(s) included

Key Learning Points

Pre Course Material

Course Overview

Pentagon Training introduces ITIL® Service Lifecycle - Continual Service Improvement course that aims to improve the efficiency of IT services and operations continuously. This course focuses on a review of the services and products that the organisations have produced by following the plan, strategy, design, transition and operation stages of the ITIL® Service Lifecycle.

Following are some processes involved in ITIL® Continual Service Improvement:

Service Review

It includes reviewing the business services and infrastructure services. Its aim is to improve the quality of services whenever necessary.

Process Evaluation

It includes evaluating the process on a regular basis. Identify the targeted areas and holding regular bench markings, audits and reviews.

Definition of CSI Initiatives

Define the specific initiatives aimed at enhancing the services and processes based on the results or service reviews.

Monitoring of CSI Initiatives

Determine if the improvement processes are proceeding as it was planned and to use corrective measures.

Exam

The delegates will have to pass an examination that will be conducted at the end of the training to measure the level of knowledge or understanding attained during the course. The exam will be of 8 Scenario based Multiple Choice Questions (MCQ’s), each question has four options, one has to select one correct answer out of it. Your performance will be measured by the number of correct answers you attended.

You will need to have 7o percentage marks to clear the exam. Our experienced and certified trainers will help the delegates to have a deep understanding of the subject.

The exam will be of 90 minutes, and you need to complete all questions within that time only. No extra time will be provided for any reason.

The language used in the exam would be English. Selection of language depends upon the comfort of the trainer.

All details regarding exam will be provided during the training before the exam. If you still have some query, you can contact our help and support team anytime.

Course Content

Introduction and Overview

Define 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
- Introduction to unambiguous ownership and its 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 +44 1344 961530 or info@pentagonit.co.uk for more information.

About Cardiff

Cardiff is the capital of Wales and the 11th largest city of U.K. It is the country’s chief commercial center and the base for most natural cultural and sporting institutions. The population of Cardiff equals 1/3rd population of the entire Welsh area. National Geographic ranked it at number six among alternative tourist destinations. It also happens to be a part of the Eurocities network.

Sports

The city of Cardiff is full of various sporting venues.

Cardiff was awarded the title of the European City of Sport twice. It had successfully hosted major international sporting events in 2009 and in 2014. The Millennium Stadium, in the 2012 Summer Olympics, hosted 11 football matches and also the games' opening event. It also hosted the men's bronze medal match as well.

Government

Cardiff has been under the control of the City and County Council of Cardiff since the local government was reorganised in 1996. Every four years, the citizens of Cardiff elect 75 councillors for the next term.

Between the 2004 and 2012 elections, none of the political parties could gain a full majority to lead the Cardiff County Council. During this period a joint partnership administration existed. The administration constituted of the Liberal Democrats and Plaid Cymru. In 2012 the Labour Party achieved an absolute majority of leading the County Council.

Cardiff is divided into various communities with each one of them having their own community council. Those which do not have a community board of their own are managed by Cardiff City Council. They are:

Lisvane
Old St Mellons
Pentyrch
Radyr and Morganstown
St Fagans
Tongwynlais

Telephone

The dialling code for Cardiff and the surrounding towns of Penarth, Dinas Powys and Caerphilly is 029. If a call is made locally, the dialing code is not required. Before 22nd April 2000, when the Big Number Change took place, the area had a six-digit number system with a zone code of 01222 . Today even there is a misconception among the citizens of Cardiff regarding the length of the number as well as the format of the telephone number.