ITIL 4 Specialist:

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

6 months e-learning + exam voucher

€649 + VAT


“We have to continually be jumping off cliffs and developing our wings on the way down.”
― Kurt Vonnegut

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ITIL® 4 Specialist:

ITIL Specialist: Collaborate, Assure and Improve (CAI)

E-learning + Web-based examination

Key information about this course:

Price: 649 € + VAT ( 6 months E-learning + Exam Voucher)

  • 24+ hours of course material included
  • 6 months access!
  • Accredited by Axelos & PeopleCert
  • Expert tutor support
  • Free handbook included
  • Quizzes & practice exams
  • Practice Exams
  • Exam voucher included
  • Mobile compatible

The ITIL 4 Specialist: Collaborate, Assure and Improve combined practice course is for IT professionals aiming to establish good cross-practice collaboration and effective service value streams. The individuals can demonstrate their understanding and application of the key concepts covered in the five ITIL Management Practices at both strategic and operational levels, maximising value from these practices. These are the ITIL 4 Continual Improvement Practice, ITIL 4 Information Security Management Practice, ITIL 4 Relationship Management Practice, ITIL 4 Service Level Management Practice, and ITIL 4 Supplier Management Practice.

ITIL 4 Specialist: Collaborate, Assure and Improve enables professionals to:

  • Define the key concepts, principles, value and challenges of ITIL 4’s five management practices
  • Ensure stakeholders understand the strategic and operational requirements to co-create value and achieve business goals
  • Integrate the practices in the organisation’s value streams
  • Understand the interfaces and synergies across these five practices
  • Apply metrics and practice success factors to improve performance
  • Measure, assess and develop the capability of the various practices covered by using the ITIL Maturity Model

ITIL 4 Specialist: Collaborate, Assure and Improve is designed for:

  • IT professionals looking to enhance their understanding and application of ITIL 4 management practices
  • Service management practitioners aiming to improve their ability to monitor, support, and fulfill service requests and incidents
  • Professionals seeking to develop their career by achieving the ITIL 4 Practice Manager designation
  • Individuals responsible for implementing and managing ITIL practices within an organisation
  • ITIL Foundation Certificate holders who wish to advance their knowledge and skills in IT service management

ITIL 4 Specialist: Collaborate, Assure and Improve enables professionals to:

  • Understand key concepts, principles, value, and challenges of five ITIL 4 management practices
  • Integrate practices such as Continual Improvement, Information Security Management, Relationship Management, Service Level Management and Supplier Management into organisational value streams
  • Identify success factors and key metrics for each practice to drive improvement
  • Apply automation, tooling, and capability development to enhance practice performance
  • Assess and develop the capabilities of each practice using ITIL guiding principles
  • Prepare for certification by reviewing and applying knowledge through practice exams and assessments.

ITIL 4 Specialist: Collaborate, Assure and Fulfill offers professionals the opportunity to:

  • Gain a deeper understanding of ITIL 4’s management practices and their strategic and operational impact
  • Enhance career prospects by obtaining a recognised ITIL 4 Specialist certification
  • Improve the integration and performance of key IT service management practices within your organisation
  • Learn how to apply automation, tooling, and best practices to optimise service delivery and incident management
  • Build a strong foundation for future career advancement with the ITIL 4 Practice Manager designation
  • Access comprehensive study materials, practice exams, and real-world case studies for effective learning and exam preparation.
  • The course offers a practice exam simulator as well as regular knowledge checks to help students prepare for the exam
  • We offer each student a FREE exam voucher
  • This ITIL® 4 Specialist: Monitor, Support and Fulfill course is accredited by PeopleCert

Duration: 55m

Module zero introduces you to the main course features.

It introduces you to the certification program and contains a course navigation video to help acquaint you with Docebo, our LMS platform. It also contains a course guide to assist you with exam information, a lesson plan, and provides answers to some of the most frequently asked questions about ITIL 4 Specialist: Collaborate, Assure and Improve.

Introduction to Continual Improvement

Duration: 5m

This module introduces the first of ITIL 4 Specialist: Collaborate, Assure and Improve’s five management practices: the ITIL 4 Continual Improvement practice.

Module 1: Key concepts

Duration: 1h

Module 1 explains the purpose and some key terms and concepts of the continual improvement practice. It then describes the practice success factors (PSFs) and the key metrics of the continual improvement practice.

Module 2: Processes, value streams and people

Duration: 1h

Module 2 begins with an explanation of the continual improvement practice processes. It describes the inputs, outputs and key activities of the processes.

The module goes on to explain how the practice supports service value streams, and how the continual improvement practice is integrated in the organization’s value streams.

The module ends by describing the key roles involved in the practice and how to position the continual improvement practice in the organizational structure.

Module 3: Enabling the practice

Duration: 1h

Module 3 completes the content for this course with a description of further concepts that enable the continual improvement practice.

We start by explaining automation and tooling, and providing recommendations for the automation of continual improvement.

The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.

Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.

The module ends with recommendations for continual improvement practice success and how they’re supported by the ITIL guiding principles.

Review test

A 20-question review test on the practice.

Introduction to Information Security Management

Duration: 5m

This module introduces the second of ITIL 4 Specialist: Collaborate, Assure and Improve’s five management practices: the ITIL 4 Information Security Management practice.

Module 1: Key concepts

Duration: 1h

Module 1 explains the purpose and some key terms and concepts of the information security management practice. It then describes the practice success factors (PSFs) and the key metrics of the information security management practice.

Module 2: Processes, value streams and people

Duration: 1h

Module 2 begins with an explanation of the information security management practice processes. It describes the inputs, outputs and key activities of the processes.

The module goes on to explain how the practice supports service value streams, and how the information security management practice is integrated in the organization’s value streams.

The module ends by describing the two key roles involved in the practice and how to position the information security management practice in the organizational structure.

Module 3: Enabling the practice

Duration: 1h

Module 3 completes the content for this course with a description of further concepts that enable the information security management practice.

We start by explaining automation and tooling, and providing recommendations for the automation of information security management.

The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.

Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.

The module ends with recommendations for information security management practice success and how they’re supported by the ITIL guiding principles.

Review test

A 20-question review test on the practice.

Introduction to Relationship Management

Duration: 5m

This module introduces the third of ITIL 4 Specialist: Collaborate, Assure and Improve’s five management practices: the ITIL 4 Relationship Management practice.

Module 1: Key concepts

Duration: 1h

Module 1 explains the purpose and some key terms and concepts of the relationship management practice. It then describes the practice success factors (PSFs) and the key metrics of the relationship management practice.

Module 2: Processes, value streams and people

Duration: 1h

Module 2 begins by explaining the relationship management practice processes. It also describes the inputs, outputs and key activities of the processes.

The module goes on to explain how the practice supports service value streams, and how the relationship management practice is integrated in the organization’s value streams.

The module ends by describing the three key roles involved in the practice and how to position the practice in the organizational structure.

Module 3: Enabling the practice

Duration: 1h

Module 3 completes the content for this course with a description of further concepts that support, develop and lead to the success of the relationship management practice.

We start the module by explaining automation and tooling, and providing recommendations for the automation of relationship management.

The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.

Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.

The module ends with recommendations for relationship management practice success and how they’re supported by the ITIL guiding principles.

Review test

A 20-question review test on the practice.

Introduction to Service Level Management

Duration: 5m

This module introduces the fourth of ITIL 4 Specialist: Collaborate, Assure and Improve’s five management practices: the ITIL 4 Service Level Management practice.

Module 1: Key concepts

Duration: 1h

Module 1 begins by explaining the purpose and benefits of the service level management practice. It then provides an explanation of the of the important key terms and concepts. Lastly, there’s a description of the practice success factors (PSFs) and the key metrics for the service level management practice.

Module 2: Processes, value streams and people

Duration: 1h

Module 2 looks at the processes of the service level management practice. It also describes the inputs, outputs and key activities of the processes.

The module goes on to explain how the practice supports service value streams, and how the service level management practice is integrated in the organization’s value streams.

The module ends by describing the three key roles involved in the practice and how to position the practice in the organizational structure.

Module 3: Enabling the practice

Duration: 1h

Module 3 begins by describing the organizations and people involved in the practice. It describes the responsibilities of the key roles and how to position the service level management practice in the organizational structure.

Next, there’s an explanation of automation and tooling, with recommendations for the automation of the service level management practice.

The module then discusses partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.

The next topic is capability, with an explanation of how capability criteria support the practice capability development.

Module 3 ends with recommendations for the success of the service level management practice and how the recommendations are supported by the ITIL guiding principles.

Review test

A 20-question review test on the practice.

Introduction to Supplier Management

Duration: 5m

This module introduces the last of ITIL 4 Specialist: Collaborate, Assure and Improve’s five management practices: the ITIL 4 Supplier Management practice.

Module 1: Key concepts

Duration: 1h

In Module 1 we’re going to explain the purpose and benefits of the supplier management practice. We’ll then provide an explanation of the of the important key terms and concepts in the practice. Lastly, we’ll describe the practice success factors (PSFs) and the key metrics for the supplier management practice.

Module 2: Processes, value streams and people

Duration: 1h

Module 2 begins with an explanation of the supplier management practice processes. It describes the inputs, outputs and key activities of the processes.

The module goes on to explain how the practice supports service value streams, and how the supplier management practice is integrated in the organization’s value streams.

The module ends by describing the two key roles involved in the practice and how to position the supplier management practice in the organizational structure.

Module 3: Enabling the practice

Duration: 1h

Module 3 completes the content for this course with a description of further concepts that enable the supplier management practice.

We start by explaining automation and tooling, and providing recommendations for the automation of supplier management.

The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.

Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.

The module ends with recommendations for continual improvement practice success and how they’re supported by the ITIL guiding principles.

Review test

A 20-question review test on the practice.

This penultimate module contains two full ITIL 4 Specialist: Collaborate, Assure and Improve practice tests, provided by PeopleCert.

This final module provides information on booking the exam and other courses of interest.

ITIL® 4 Specialist: Collaborate, Assure and Improve exam

Pre-requisites: ITIL® 4 Foundation

  • This is a multiple-choice ‘Objective Test Question’ (OTQ) exam consisting of 60 questions
  • There is a time limit of 90 minutes to complete the exam
  • The exam is closed book, with only the provided materials being permitted for use
  • The pass mark for the exam is 65%: you must answer at least 26/ 40 questions correctly
  • In countries where English is a second language, the time allocated for the exam is extended to 75 minutes
  • Passing this exam will allow candidates to proceed to exams for intermediate ITIL qualifications

PeopleCert Exam Information

Your exam voucher will be sent to you shortly after you purchase your course. The exam voucher must be redeemed on the PeopleCert website before starting your course. Redeeming the exam voucher allows customers to access the official eBook.

PeopleCert exams can be taken online, through your web browser or using ExamShield proctoring software. Candidates choose how to take their exam in their account area on the PeopleCert website.

PeopleCert operate an exam insurance scheme called Take2. If you would like the opportunity to retake the exam , you must purchase Take2 before taking your exam.

Take2 can be purchased through your PeopleCert account up to 15 minutes before your exam.

Alternatively, you can become a PeopleCert Plus member to receive a free resit for all certifications you take.

You can find detailed information on PeopleCert exam terms and conditions on our exams terms and conditions page.

What is ITSM?

ITSM, or IT Service Management, involves applying policies, procedures, and best practices to optimize IT services for both clients and employees, enhancing efficiency and satisfaction.

What is ITIL 4?

ITIL 4 represents the latest evolution of ITIL, the globally recognized framework for ITSM. It provides a comprehensive set of best practices that guide IT-powered organizations in designing, developing, and continuously improving their IT services.

What does ITIL stand for?

Originally, ITIL stood for ‘Information Technology Infrastructure Library.’ However, as the framework has evolved with frequent updates, it is no longer considered a static ‘library.’ Currently, ITIL doesn’t stand for anything but continues to be a leading model for IT service optimization.

What does the ITIL certification path look like?

The ITIL certification journey begins with the ‘ITIL Foundation’. After achieving this, individuals can advance through ‘Practice Manager,’ ‘Managing Professional,’ or ‘Strategic Leader’ streams. Mastery of all streams enables one to qualify as an ‘ITIL Master.’ Additionally, there are four ITIL extension modules for those focusing on specific ITSM areas, which are not part of the main ITIL pathway.

How much is ITIL certification worth?

ITIL certification can significantly enhance a professional’s earning potential. According to Payscale, certified ITIL practitioners can earn between $51,000 and over $259,000 annually, varying by experience, role, and certification level.

How does ITIL work?

ITIL equips users with best practices for developing efficient IT services, fostering a culture of continuous improvement. This ensures services remain aligned with business objectives, optimizes resources, and facilitates ongoing enhancements.

How can ITIL benefit businesses?

ITIL 4 helps organizations optimize IT practices, supports continuous quality improvement, and remains adaptable to integrate with other methodologies like DevOps. Its forward-looking approach ensures it remains relevant as technological and best practice standards evolve.

Who are PeopleCert?

PeopleCert is a prominent accrediting body that owns and oversees several best practice frameworks, including ITIL 4, PRINCE2, MSP, PRINCE2 Agile, and AgileSHIFT.

What other frameworks can complement ITIL?

ITIL 4 seamlessly integrates with other frameworks such as Agile, DevOps, Lean, and PRINCE2, enhancing its adaptability and applicability across various organizational contexts.

Accredited ITIL® Specialist: Collaborate, Assure and Improve (CAI) is provided by Good e-learning, accredited by PeopleCert.

ITIL® 4 Specialist: Collaborate, Assure and Improve (CAI) is a registered trade mark of AXELOS Limited. All rights reserved.


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