ITIL® 4 Collaborate, Assure and Improve

This module provides candidates with an understanding of the key concepts, principles, value, and challenges of five ITIL management practices. It offers best-practice guidance at both a strategic and operational level, supports stronger governance, supplier relationships and service performance. It is ideal for organisations that are focused on consistency, trust and continual improvement.

Core Themes

• Understanding and application of the concepts from five ITIL management practices:
  • Relationship Management
  • Supplier Management,
  • Service Level Management
  • Continual Improvement,
  • Information Security Management
• Practice success factors
• The ITIL Four Dimensions
• The ITIL Capability Model

Benefits

• Strengthens collaboration and assurance across service management activities
• Supports effective governance of service management practices
• Improves relationships across internal and external stakeholders
• Builds a stronger competitive advantage through a culture of continual improvement
• Aligns strategic goals with tactical and operational plans to support business success

Learning outcomes

• The key concepts of the Collaborate, Assure, and Improve (CAI) practices
• The processes of the CAI practices and learn how to integrate the practices into the organisation's value steam
• The roles and competencies of the CAI practices and how to position them effectively with the organisation
• How information and technology support and enable the CAI practices
• Service management and delivery roles (e.g., IT Manager Operations, IT Service Manager)
• Service delivery specialists (e.g., IT Specialist: Operations)
• Process leads (e.g., Incident Management, Problem Management)

Who should attend

• Service management and delivery roles (e.g., IT Manager Operations, IT Service Manager)
• Service delivery specialists (e.g., IT Specialist: Operations)
• Process leads (e.g., Incident Management, Problem Management)

Course contents

1. Introduction to the CAI practices
2. Relationship management
3. Supplier management
4. Service level management
5. Continual improvement
6. Information security management

Inclusions

All participants will receive:

• Practice Examinations
• E-COPY of the five Official ITIL 4 Guidance Publications:
  • Relationship Management Practice
  • Supplier Management Practice
  • Service Level Management Practice
  • Continual Improvement Practice
  • Information Security Management Practice
• ITIL Collaborate, Assure and Improve Certificate Exam Voucher
  • Available to purchase via PeopleCert – Take2 Re-sit Exam option. 
  • Or purchase a PeopleCert Plus Membership via ALC to receive Take2 plus many more benefits
• Post Course Support

Course Materials

Virtual Courses:

• E-COPY: Comprehensive Course Workbook
   E-materials are provided by default with the option to purchase hardcopy materials for an additional cost.

Exams & Additional Information

Live Virtual Training: Participants attending a Virtual Training course will be provided with an online exam voucher to sit the exams at a time and date of their choosing within 12 months of the course. The web-proctored exams are available 24/7 and run by the examination institute PEOPLECERT. 

The exam comprises of:

• Multiple choice examination questions
• 60 questions
• 39 marks required to pass (out of 60 available) 65%
• 90 minutes duration
• Closed book 

Pre-requisites
 Delegates must hold one of the below certifications to be able to take this exam:

• Any ITIL Foundation certification or ITIL 4 Managing Professional Certificate and
• Attend an accredited ITIL Collaborate, Assure and Improve course or complete the official e-learning course