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 Derby

Derby is a city and unitary borough in Derbyshire, England. It is located on the banks of the River Derwent in the south of Derbyshire, of which it was usually the county town. At the 2011 survey, the population was 248,700. Derby increased city status in 1977.

Derby was established by Romans who recognised the town of Derventio, who made Derby one of the Five Boroughs of the Danelaw. Initially a market town, Derby developed rapidly in the industrial age. Home to Lombe's Mill, an early British factory, Derby has a right to be one of the birthplaces of the Industrial Revolution. It covers the southern part of the Derwent Valley Mills World Heritage Site. With the influx of the railways in the 19th century, Derby developed a centre of the British rail industry.

Government:

By traditional meanings, Derby is the county town of Derbyshire, although Derbyshire's managerial centre has in recent years been Matlock. On 1 April 1997 Derby City Council turned a unitary authority again, with the rest of Derbyshire managed from Matlock. On 7 July 2014, Derby's first ever youth mayor was chosen. Derby is split into 17 districts.

Geography:

Derby is located in a comparatively low-lying area along the lower valley of the River Derwent and dishonesties between the lowlands and valley of the River Trent to the south, and the south-east foothills of the Pennies to the north which spread to the Peak District National Park further on. The city is surrounded by four national character parts which comprise the Trent Valley Washlands to the south, the Nottinghamshire, Derbyshire and Yorkshire Coalfields in the east, the South Derbyshire Claylands in the west, and the Derbyshire Peak Fringe in the north. Most of the flat plains nearby Derby lie in the Trent Valley Washlands and South Derbyshire Claylands while the hillier northern parts of the city lie within the Derbyshire Peak Fringe and the Coalfields.

Climate:

Under the Köppen climatic organisation, Derby, in the meanness of its distance to large bodies of water, has an oceanic weather along with the rest of the British Isles. The readings are from the closest station available in Watnall, but climate inclines to be very alike between locations and cities in the region, although the Watnall station is located at a somewhat higher elevation, 17 kilometres (11 mi) to the north.