ITIL® 4 Specialist Collaborate, Assure and Improve Training Course

ITIL® 4 Specialist Collaborate, Assure and Improve Training Course Outline

Module 1: Introduction to the CAI Practices 

• Processes and Value Streams of the Collaborate, Assure and Improve Practices 

• Information is Exchanged Between the Collaborate, Assure and Improve Practices 
   

Module 2: Introduction to Relationship Management 

• Key Concepts of the Relationship Management Practice  

• Purpose 

• Success Factors and Key Metrics 

• Key Terms or Concepts 
   

Module 3: Introduction to Supplier Management 

• Key Concepts of the Supplier Management Practice  

• Purpose 

• Practice Success Factors and Key Metrics 

• Key Terms or Concepts 
   

Module 4: Introduction to Service Level Management 

• Key Concepts of the Service Level Management Practice  

• Purpose 

• Success Factors and Key Metrics 

• Key Terms or Concepts 
   

Module 5: Introduction to Continual Improvement 

• Key Concepts of the Continual Improvement Practice  

• Purpose 

• Success Factors and Key Metrics 

• Key Terms or Concepts 
   

Module 6: Introduction to Information Security Management 

• Key Concepts of the Information Security Management Practice  

• Purpose 

• Success Factors and Key Metrics 

• Key Terms or Concepts 

What You’ll Learn in this Course

This course takes you from mastering the fundamentals of ITIL® 4 practices to applying advanced techniques in real-world service management scenarios. Throughout the journey, you gain actionable knowledge and confidence to elevate service standards and strengthen collaboration with stakeholders. 
 

• Learn the core practices of collaboration, assurance, and continual improvement 

• Learn how to structure service teams with clear roles and responsibilities 

• Learn to manage risks, issues, and service changes systematically 

• Learn to apply ITIL® 4 methods across diverse organisational environments 

• Learn to monitor service performance through controlled improvement cycles 

• Learn how to deliver service outcomes that align with business objectives 

ITIL® 4 Specialist Collaborate, Assure and Improve Exam Information 

The ITIL® 4 Specialist: Collaborate, Assure and Improve exam is designed for IT professionals seeking to validate their expertise in promoting effective collaboration, ensuring robust quality assurance, and driving continual improvement within IT service management. Below is an overview of the exam format: 
 

• Question Type: Multiple-Choice 

• Total Questions: 60 

• Total Marks: 60 Marks 

• Pass Marks: 65%, or 39/60 Marks 

• Duration: 90 Minutes 

• Open Book/ Closed Book: Closed Book