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 Dublin

Dublin

Dublin is the largest city and capital of Ireland. Dublin is located in Leinster province on the east coast of Ireland at River Liffey mouth. The Urban population of the Dublin is 1,345,402. The population of Greater Dublin Area according to 2016 is 1,904,806. After the Invasion, of Normans, Kingdom of Dublin became a principal city of Ireland. Dublin expanded rapidly in the 17th century and is the second largest town in British Empire. Dublin became the capital of Irish Free State after the partition of Ireland in 1922.

City council administers Dublin. It is listed by World Cities Research Network and Globalization as a global city with a ranking of Alpha. Dublin is historic and a major centre for arts, education, industry, administration and economy.

History

During 18th century, Dublin city grew more rapidly because many districts and buildings were added. Districts added was Merrion Square, Royal Exchange and Parliament House. In 1757 beginnings of City Corporation was created. In 1759, Ireland’s famous Guinness Stout was first brewed. In 1779 Grand Canal was built and in 1786 police force was established. At the end of the century, Kilmainham Goal and O Connell Bridge was built. The population was grown to 180,000 in 1800. Overpopulation brought poverty and diseases.

In 19th-century street lighting was introduced in Dublin. Dublin suffered economic as well as political decline. Things changed rapidly in the 20th century with 1916 Easter Rising. Dublin was setting for many significant events during Irish struggle for independence. In mid-1990’s economic boon in Dublin brought massive expansion and development to the city. It included the creation of Dublin’s new landmarks, Spire monument on O Connell Street. Dublin is the only largest conurbation in Ireland. In Greater Dublin Area 1.2 million people live. This area population comprises 28% of country’s total population.

The boom brought many new ethnic groups in the city and created an international feel in the north inner city.

Economy

Ireland Economic Centre is Dublin. During Celtic Tiger period in 2009, Dublin was at the forefront of country’s economic expansion. Dublin is listed as the fourth richest city in the world by power and 10th richest by personal income. It is also a 13th most expensive city in the European Union and 58th expensive place to live in the world. Around 800,000 people employed in Greater Dublin Area. Out of this population, 600,000 were employed in the service sector and 200,000 in an industrial sector.

Various traditional industries in Dublin like food processing, brewing, textile manufacturing and distilling declined. In 1990’s Dublin attracted a various global information, communications and pharmaceutical technology companies. Companies like Amazon, Google, Paypal, Microsoft, Facebook, Twitter, Accenture, Yahoo!, eBay and Pfizer now have headquarters and operational bases in Dublin. Various enterprise clusters like Silicon Docks and Digital Hub are located in this city.

After the establishment of Dublin’s International Financial Services Centre in 1987, financial services became important to Dublin. Under IFSC programme, 500 operations were approved. This centre is also host to world’s top 20 insurance companies and top 50 banks. Various international firms established their headquarters in a city like Citibank and Commerzbank. Irish Enterprise Exchange, Internet Neutral Exchange and Irish Stock Exchange are located in Dublin.