ITIL® Service Lifecycle - Continual Service Improvement

Call Us

+44 1344 961530

E-Mail Us

info@pentagonit.co.uk

Introduction
Course Details
Course Content
Enquire

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

Enquire Now

----- OR -------

Reach us at +44 1344 961530 or info@pentagonit.co.uk for more information.

About Wokingham

Wokingham

Wokingham is an ancient market town located in Berkshire, England that is 39 miles west of London. It is 11 km south-east of Reading, 13 km north of Camberley and 6.4 km west of Bracknell. According to 2011 census, Wokingham had a population of around 30,690.

Wokingham was called Borough before 1974 reorganisation of local government. Later Wokingham was merged with Wokingham rural district to establish a new Wokingham District. Borough granted its status in 2007.

Governance

Nothern part of Wokingham, centred on Ashridge was separated part of Wiltshire. The area was extended well into town centre before being transferred to Berkshire in 1844. In 1894 ancient parish was divided into rural and urban civil parishes. In 1974 Wokingham was merged with Wokingham Rural District under Local Government Act 1972 to create a non-metropolitan district of Wokingham. Since 1998 Wokingham is a unitary authority area. Wokingham consists of 54 elected councillors. Council is headed by one councillor known as the chairman of the council. Council elections are held in three out of every four years with Conservative party having a majority since 2002 election. Offices of Borough Council are based at Shute End. In Wokingham, successor parish continued to exist. Wokingham Town Council administers Wokingham. This council is elected every four years, and consists of 25 councillors that represent Wescott, Norreys, Evendons and Emmbrook and these are four wards of the town. Every year one is elected as Mayor. In 1860 present town hall was erected in Guildhall site. The constituency of Wokingham MP is Conservative John Redwood who has represented Wokingham since 1987.

Education

Wokingham has four secondary schools. Elmbrook School is a co-education school that is a Maths and Computing College. St Crispin's School is also a co-educational school which is a Computing and Maths College. In 1931, The Holl School was founded in the Dower House of Beches’s Manor, and it is a girls' school. The Holl School is also a Science and Language College. Forest School is a boys school and an enterprise as well as a business college. There is Private School also in Wokingham. In 1945 Holme Grange School for Girls was founded and for boys aged 3-`16 years. At Luckley, Luckley House School was founded in 1918 for girls aged 11-18. In 1937 Ludgrove School shifted to Wixenford house. White House Preparatory School was closed. The oldest school in Wokingham Borough, Reading Blue Coal School was founded in 1666. Blue Coat is situated in Sonning village since 1946 and has catchment areas of South Oxfordshire and most of Berkshire.