ITIL® 4 Specialist: Collaborate, Assure and Improve (CAI) 3 Days (21 Hours) / Exam and PeopleCert Membership+ Included

ITIL® 4 Specialist: Collaborate, Assure and Improve (CAI)

Understand the purpose and key concepts of the Collaborate, Assure and Improve practices and enhance IT Service Management through effective collaboration, assurance, and continual improvement.

Key Learning Objectives

• Relationship Management – Learn to cultivate and maintain strong relationships with both internal and external stakeholders, ensuring alignment with business goals and enhancing collaborative efforts within the organization.
• Supplier Management – Develop skills to manage suppliers effectively, from selection through performance assessment, to ensure that external resources support and enhance service quality and resilience.
• Service Level Management – Gain expertise in defining, monitoring, and managing service levels, enabling a transparent approach to meeting organizational objectives and delivering measurable value to customers.
• Continual Improvement – Master strategies for implementing a culture of continual improvement, identifying opportunities to enhance processes, services, and outcomes that drive sustained progress and innovation.
• Information Security Management – Understand the critical role of safeguarding information within service management, ensuring that data integrity, confidentiality, and availability are upheld across all service practices.

Course Contents & Agenda

Understand the key concepts of Relationship Management, Supplier Management, Service Level Management, Continual Improvement, and Information Security Management, and explain their significance in fostering collaboration, ensuring service quality, driving continual improvement, and maintaining information security. For each practice you will study:

This course will alternate presentations, quizzes, activities (tasks and exercises) and mock exams to prepare learners for the exam.

Who should attend the ITIL4 Collaborate, Assure and Improve course?

The ITIL® 4 Specialist: Collaborate, Assure and Improve course is designed for IT Service Managers and Leaders, Service Level Managers, Supplier and Relationship Managers, IT Security and Compliance Professionals, Continuous Improvement and Quality Assurance Professionals, and all aspiring ITIL Experts.

This course is ideal for professionals aiming to foster a collaborative culture, improve service quality, and enhance their organization’s service management framework.

Prerequisites

To attend this course, participants must hold the ITIL®4 Foundation certificate. Participants should have completed the ITIL4 Foundation level to ensure they have a basic understanding of ITIL concepts, terminology, and framework.

Students who have not taken the exam with B2B Learning will need to provide us with a copy of their certificate when registering for this course. If you need to take your ITIL 4 Foundation exam, you can either attend our ITIL 4 Foundation classroom course or eLearning module, or book your exam online only if you prefer to study on your own.

About the Certification Exam

The examination is designed to assess whether you can demonstrate sufficient recall and understanding of the IITIL 4 Specialist: Collaborate, Assure and Improve practices, as described in the syllabus. The ITIL® 4 Practice qualifications build upon learners’ existing knowledge of the ITIL® 4 framework.

Two sample papers are available for you to practise during the course. You will also get access to the online mock exams, which you will be able to access online from any device. These will help you to become confident in your understanding of the Collaborate, Assure and Improve practices and familiarize you with the style and structure of the exams.

• Type of exam: 60 multiple-choice questions
• Pass rate: 39 out of 60 marks required to pass (65%)
• Duration: 90 minutes
• Closed book exam 
• Exam available in English only

On the first morning of the course, you will receive an exam voucher for an online proctored exam, allowing you to take the exam at your convenience after the training. For calendar courses (optional for incompany courses), this voucher includes a 1-year PeopleCert Membership Plus, which offers benefits like a free retake with Take2 and access to online mock exams. Your trainer will also provide detailed information about the exam rules and guidelines during the training.

Course Material

Students will receive an accredited set of course materials in digital format bundled with their exam voucher:

• Peoplecert's Official Training Materials (OTM) including a Quick Reference Guide, the Learner Workbook, quizzes, activities and 2 sample exam papers. Students can print the material if they wish.
• The 5 core guides for the 5 ITIL Practices covered in this course: Relationship Management, Supplier Management, Service Level Management, Continual Improvement and Information Security Management.