ITIL® 4 Specialist: Collaborate, Assure and Improve Training
Course 1340
3 DAY COURSE

This course is for anyone who is preparing to sit the ITIL® 4 Specialist: Collaborate, Assure and Improve (CAI) examination. The aim is to provide you with an understanding of the key concepts, principles, value and challenges of the five practices that make up the ITIL® 4 Specialist: Collaborate, Assure and Improve course. These practices are:

• Relationship management
• Supplier management
• Service level management
• Continual improvement
• Information security management

ITIL® 4 Specialist: Collaborate, Assure and Improve Training Benefits

• In this course, you will learn:

  • The key concepts of the CAI practices
  • The processes of the CAI practices
  • The roles and competencies of the CAI practices
  • How information and technology support and enable the CAI practices
  • The role of partners and suppliers in the CAI practices
  • How the ITIL capability model can be used to develop the CAI practices
  • Recommendations for succeeding in the CAI practices

• Training Prerequisites

  ITIL 4 Foundation Certificate (Course 1199) or ITIL 4 Managing Professional Transition Certificate

  Necessary Preparation

  None

• Exam Information

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

  Certification Renewal: Starting 2023, all PeopleCert Global Best Practice certifications will need to be renewed after 3 years.

ITIL 4 Specialist: CAI Training Outline

Relationship Management

In this module, you will learn how to:

• Establish a common approach to relationships and relationship management that can be adopted and followed across the organisation  
• Ensure successful relationships within an organisation, as well as between an organisation and external parties including customers, users, partners and suppliers
• Promote shared or mutually recognised goals, no-blame cooperation and collaboration, continuous learning, open communication, and conflict prevention and mediation
• Identify and manage stakeholders and their interests
• Measure, assess and develop the Relationship Management practice capability in their organisation by using the ITIL Maturity Model.

Supplier Management

In this module, you will learn how to:

• Ensure the effective use of third-party services by establishing a common approach to sourcing strategy and managing supplier relationships
• Maintain a single point of control on active and planned supplier contracts and services
• Define strategies for the use of suppliers’ and partners’ services, to evaluate and select suppliers, and to ensure that consumed services meet or exceed agreed service levels, the cost of the consumed services is optimal, and associated risks are understood and controlled
• Improve customer satisfaction and loyalty
• Measure, assess and develop the Supplier Management practice capability in their organisation by using the ITIL Maturity Model

Service Level Management

In this module, you will learn how to:

• Set and manage a shared view of the quality of services between the service provider and the service consumer, aimed at all key stakeholders on both sides
• Monitor and evaluate the actual service quality and continual improvement of the services and agreements
• Translate stakeholder expectations and needs into metrics, then organize and manage the resources appropriately
• Manage ongoing delivery and improvement of services through a well-documented agreement such as the service level agreement (SLA)
• Measure, assess and develop the Service Level Management practice capability in their organization by using the ITIL Maturity Model

Continual Improvement

In this module, you will learn how to:

• Adapt to changing business needs and circumstances, and maintain and increase the value generated by their service value system (SVS)
• Enhance product and service quality, reliability and responsiveness
• Improve their overall capabilities to deliver and manage services efficiently
• Develop an organizational culture of engagement, empowerment and innovation
• Measure, assess and develop the Continual Improvement practice capability in their organization by using the ITIL Maturity Model

Information Security Management

In this module, you will learn how to:

• Ensure in conjunction with other ITIL Practices that an organization’s products and services meet the required level of information security for all involved parties 
• Protect the technology and data assets crucial for the organization’s operations, including from loss of reputation and financial consequences
• Protect the organization, its employees and its customers from cyber crime
• Provide a clear picture of information security threats and vulnerabilities
• Measure, assess and develop the Information Security Management practice capability in their organization by using the ITIL Maturity Model