A Quick Glance

ITIL® Service Lifecycle - Continual Service Improvement course introduces a metrics-driven approach for identifying opportunities for improvement. It focuses on the service reviews that are produced by following the plan, strategy, design, transition and operation phases of Service Lifecycle.

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    Training includes real world examples to help the delegates in understanding the concepts easily

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    Pearce Mayfield offers the best price in the industry

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    We are trusted by many leading brands

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    Our help and support team is always available to handle your queries

The delegates must hold ITIL® Foundation Certificate in IT Service Management before attending this course.

  • The professionals who want to gain more information about ITIL® best practices
  • Anyone responsible for managing ITIL® processes and involved in the improvement activities of the Service Lifecycle
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Exam(s) included

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Key Learning Points

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Pre Course Material

  • Identify the roles and responsibilities of CSI in the ITIL® Service Lifecycle
  • Attain knowledge of concepts and terminologies used in CSI phase of Lifecycle
  • Get to know about the various processes, functions and activities involved in it
  • Learn how CSI interacts with another phase of the Lifecycle

Course Overview

Pearce Mayfield’s ITIL® Service Lifecycle - Continual Service Improvement course enable the ITIL® Foundation holders to acquire essential knowledge and skills required for managing and controlling the activities and techniques within the CSI stage.

Continual Service Improvement uses following the seven-step process to guide how to collect and use data:

  • Define objectives
  • Identify what to measure
  • Collect data
  • Process data
  • Analyse data
  • Present and use information
  • Implement changes

Exam

The exam will be conducted at the end of the training to verify the knowledge of the delegates. Each delegate has to clear the exam in order to get certified. Our trainers make sure that the delegates get the maximum out of the training. The exam has to be completed in the specific time period; no extra time will be provided. All the details regarding exam will be provided by our trainer at the end of the training.

The exam format will be:

  • 8 multiple choice questions (MCQ’s)
  • 70 percent marks to clear the exam
  • Exam duration- 90 minutes
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Course Content

Overview of Continual Service Improvement (CSI)

  • Define CSI
  • Scope and objective of CSI
  • Importance and purpose of CSI
  • How to embed CSI into organisational processes
  • How to create business value
  • CSI approach

CSI Principles

  • Principles of CSI
  • Establish accountability
    • Define unambiguous ownership and 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 service lifecycle

CSI 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
  • Systems and Network Management Tools
  • 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
    • Develop a communication strategy
  • Implementation challenges and risks
    • Establish critical success factors
    • KPIs
    • Develop risk-benefit analysis
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ITIL® Service Lifecycle - Continual Service Improvement Schedules

Course Name Duration Dates Price
ITIL® Service Lifecycle - Continual Service Improvement 3 days Canterbury
28-05-2019 £4499.00
ITIL® Service Lifecycle - Continual Service Improvement 3 days Chelmsford
28-05-2019 £4499.00
ITIL® Service Lifecycle - Continual Service Improvement 3 days Chorley
28-05-2019 £4499.00
ITIL® Service Lifecycle - Continual Service Improvement 3 days Guildford
28-05-2019 £4499.00
ITIL® Service Lifecycle - Continual Service Improvement 3 days Ipswich
28-05-2019 £4499.00
ITIL® Service Lifecycle - Continual Service Improvement 3 days Leicester
28-05-2019 £4499.00
ITIL® Service Lifecycle - Continual Service Improvement 3 days Oxford
28-05-2019 £4499.00
ITIL® Service Lifecycle - Continual Service Improvement 3 days Plymouth
28-05-2019 £4499.00
ITIL® Service Lifecycle - Continual Service Improvement 3 days Preston
28-05-2019 £4499.00
ITIL® Service Lifecycle - Continual Service Improvement 3 days Crewe
28-05-2019 £4499.00