ITIL Continual Service Improvement Training


ITIL Continual Service Improvement  Training

  • Overview:

ITIL Continual Service Improvement links improvement efforts and outcomes with Service Strategy, Design, Transition and Operations. Successful implementation of CSI best practices enables IT departments to create and maintain value for customers through better design, introduction and operation of services. In this course, you learn how to plan, implement and optimize the Continual Service Improvement processes and gain the skills required to take the ITIL Continual Service Improvement Intermediate Qualification: Continual Service Improvement Certification Exam.

  • Objectives

  • Justifying the role of continual service improvement
  • Applying the 7-step improvement process to enhance service quality and operational performance
  • Conducting a SWOT analysis
  • Creating a communication plan to engage the organization around CSI for IT service management
  • Prepare for and take the ITIL Intermediate Qualification: Continual Service Improvement Certification Exam
  • Plan key activities for Continual Service Improvement processes in the context of the Service Lifecycle
  • Optimize the quality of IT service provision within an organization
  • Measure Continual Service Improvement processes using critical success factors and key performance indicators

  • You Will Learn How To:

  • Prepare for and pass the ITIL Continual Service Improvement (CSI) Exam
  • Apply the seven-step improvement process
  • Deliver CSI using proven techniques
  • Organize for CSI by defining responsibilities with tools and technology
  • Implement CSI while analyzing challenges, critical success factors and ris
 
  • Hand-On Experience 
  • Familiarizing yourself with terms used within the CSI phase
  • Gaining insight into how CSI is embedded in ITSM
  • Analyzing the seven-step improvement process
  • Creating a balanced scorecard and a reporting policy template
  • Allocating CSI roles and responsibilities
  • Daily review sessions and CSI exam practice

  • Pre-requisites
ITIL Foundation Certificate in IT Service Management and completion of an accredited Course from an ITIL Accredited Training Provider.

  • Exams

Type: 8 Complex Multiple choice, scenario based questions
Duration: 90 minutes.
Proctored: Yes
Open Book: No
Pass Score: 70%, 28 out of 40
Delivery: Online

ITIL Continual Service Improvement  Training

Key features

  • 24 hours of instructor-led training
  • 24 hours of high-quality eLearning content
  • 5 simulation exams (250 questions each)
  • 8 domain-specific test papers (10 questions each)
  • 30 CPEs offered
  • 98.6% pass rate

ITIL Continual Service Improvement  Training                        Duration :- 3 Days

  • Goals and scope of CSI

  • The purpose and objectives of CSI
  • Embedding CSI into organizational processes
  • Explaining how CSI creates business value

  • CSI approach

  • Asking the right business questions to ensure that a CSI initiative is warranted
  • Illustrating the interfaces to other ITIL lifecycle stages

  • Principles of Continual Service Improvement

  • Establishing accountability

  • Defining unambiguous ownership and roles
  • Supporting the application of CSI with the CSI register
  • CSI and service level management

  • Providing adequate governance

  • Knowledge management as a main element in any improvement initiative
  • Implementing and applying CSI with the Deming Cycle
  • Service measurement
  • Ensuring effective governance with CSI
  • Supporting CSI with frameworks, models, standards and quality systems

  • The Seven-Step Improvement Process

  • Determining what to measure

  • Defining what you should measure: measurements that fully support the goals of the organization
  • Defining what you can measure
  • Conducting gap analysis to identify what can be measured

  • Gathering the data

  • Processing the data to provide end-to-end perspective on service and/or process performance
  • Analyzing the data: targets met, developing trends, corrective actions required, cost to fix
  • Presenting and using the information
  • Implementing corrective actions
  • Integrating CSI with the other lifecycle stages

  • Methods and Techniques

  • Activities for delivering CSI

  • Performing a gap analysis
  • Implementing benchmarking
  • Designing and analyzing service measurement frameworks
  • Creating a return on investment
  • Articulating service reporting

  • Key metrics

  • Technology metrics
  • Process metrics (CSFs and KPIs)
  • Service metrics
  • Initiating a SWOT analysis
  • Measuring benefits to the business

  • Supporting CSI activities

  • Availability management
  • Capacity management
  • IT service continuity management
  • Problem management
  • Knowledge management

  • Organization and Technology Considerations

  • Defining roles and responsibilities: service owner, process owner, process manager, process practitioner
  • Choosing organizational structures that support CSI
  • Specifying tool requirements for implementation success
  • Automated incident and problem resolution
  • Statistical analysis tools and business intelligence and reporting

  • Implementing Continual Service Improvement

  • Key considerations

  • Analyzing where to start
  • Relating the role of governance
  • Determining the effect of organizational change
  • Constructing a communications strategy and plan

  • Implementation challenges and risks

  • Establishing critical success factors and KPIs
  • Developing risk-benefit analyses for adoption of continual service improvement

FAQ

ITIL Continual Service Improvement  Training

You can enroll for this classroom training online. Payments can be made using any of the following options and receipt of the same will be issued to the candidate automatically via email.

1. Online ,By deposit the mildain bank account

2. Pay by cash team training center location

Highly qualified and certified instructors with 20+ years of experience deliver more than 200+ classroom training.
Venue is finalized few weeks before the training and you will be informed via email. You can get in touch with our 24/7 support team for more details. Contact us Mob no:- 8447121833, Mail id:  [email protected] . If you are looking for an instant support, you can chat with us too.
We provide transportation or refreshments along with the training.
Contact us using the form on the right of any page on the mildain website, or select the Live Chat link. Our customer service representatives will be able to give you more details.

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