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 Poole

Poole

Poole is situated on the south coast of England in the county of Dorset. It is also treated as a seaport and a large coastal town. Poole is 33 km east of Dorchester and also joins Bournemouth in the east. In 1997 local Council Borough of Poole was made a unitary authority. It gained its administrative independence from Dorset County Council. According to 2011 Census, Borough had a population of 147,645. This population made it second largest town in Dorset.

Along with Bournemouth and Christchurch, town forms South East Dorset Conurbation. It had a total population of over 465,000.

Human settlement in Poole started back before the Iron Age. Town’s name was earliest recorded in the 12th century when town emerged as an important port. With the introduction of wool trade, this town prospered. The Later city developed significant trade links with North America. During the 18th century, it was one of the busiest ports in Britain. During Second World War, Poole was main departing ports for Normandy landings.

Poole is also a tourist resort that attracts many visitors. Poole is popular due to its natural harbour, incredible history, Lighthouse arts centre and Blue Flag beaches. Royal National LifeBoat Institution headquarters are also located in Poole. Royal Marines have a base in town’s harbour. Poole is also home to Arts University Bournemouth, an important part of Bournemouth University and Bournemouth Symphony Orchestra.

History

During the 19th century, there was a coastal trade to and from Poole. Trade declined rapidly when the railway was built to Hamworthy side of the bridge. People in business were now able to transport goods to and from Poole with the help of rail. In 1872 another railway was built in the middle of the Poole. During 19th century life in Poole improved. In 1887 first public library was opened. In 1890 Poole Park was opened, and in the same year, Parkstone Park was opened.

In novels of Gullivers Travels, Lilliput was the name of the land. According to some information, there was a house called Lilliput. This house existed at beginning of 19th century, and this gave this area a name Lilliput.

Electric trams started running during 1901 through the streets of the Poole, but then buses replaced them. In 1935 last trams ran in Poole.

In 1910 first cinema in Poole was opened. Municipal offices at Poole were built in the year 1932. The population of Poole was 19,000 in the 20th century, but later it grew at a phenomenal rate. Old industries of brick making, brewing and shipbuilding decline during the 20th century. Pottery industry survived somehow. In 1969 Dolphin Centre was opened. Poole general hospital was opened in 1969. In 1974 Poole Lifeboat Museum was opened. In 1978 Arts Centre was opened. Poole became a unitary authority in the year 1997. In the 21st century, Poole has become a Pottery Centre which made it an attractive tourist destination. Today Poole flourishes on Tourism. In 2007 Poole Museum was reopened. Present Population of Poole is 138,000.