Learn The Core Principles Of ITIL® 4 With Our 3-Day ITIL® 4 Foundation Virtual Training Course! Start Your ITIL® 4 Certification Journey Today. Learn more

Please Note: You can book this course and hold it in credit until you have decided on a specific course date. Alternatively, please view our other course dates

Our three-day ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) training course focuses on the enhancement of the knowledge and skills of IT service management professionals in the areas of collaboration, service improvement, and service assurance. Implementation of such practices lead to improved efficiency and productivity, organisational alignment, effective risk management and improved service quality.

Our ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) training course will help you 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

Our ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) training course will cover the following Modules:

Module 1: Relationship Management (RSM)

1.1 The key concepts of the practice

1.1.1 Explain the purpose of the practice.
1.1.2 Describe the PSFs & key metrics of the practice.

1.1.3 Explain the key terms/concepts:

a) types of relationships in organisations (business associate, business friend, personal friend)
b) types of service relationships between organisations (basic, cooperative, partnership)
c) steps of service relationship journey (explore, engage, offer, agree, onboard/offboard, co-create, realise)
d) relationship models.

1.2 The processes of the practice


1.2.1 Describe inputs and outputs of the processes.
1.2.2 Describe the key activities of the processes.
1.2.3 Know how to integrate the practice in the organisation’s value streams.

1.3 The roles and competences of the practice


1.3.1 Describe the responsibilities of the key roles of the practice:

a) relationship manager
b) relationship agent

1.3.2 Know how to position the practice in the organisational structure

1.4 How information and technology support and enable the practice

1.4.1 Explain the tools application
1.4.2 Apply the recommendations on automation

1.5 The role of partners and suppliers in the practice

1.5.1 Explain the dependencies of the practice on third parties
1.5.2 Explain how partners and suppliers can support the practice

1.6 How the ITIL® capability model can be used to develop the practice

1.6.1 Explain how capability criteria support the practice capability development

1.7 The recommendations for the practice success

1.7.1 Understand the recommendations for relationship management success and how they are supported by the ITIL® guiding principles

Module 2: Supplier Management(SM)

2.1 The key concepts of the practice

2.1.1 Explain the purpose of the practice
2.1.2 Describe the PSFs & key metrics of the practice
2.1.3 Explain the key terms/concepts:

a) supplier
b) contract
c) RfX
d) RFI
e) RFP
f) RFQ
g) RFB
h) RFD

2.2 The processes of the practice

2.2.1 Describe inputs and outputs of the processes
2.2.2 Describe the key activities of the processes
2.2.3 Know how to integrate the practice in the organisation’s value streams

2.3 The roles and competences of the practice


2.3.1 Describe the responsibilities of the key roles of the practice:  

a) supplier manager
b) supplier coordinator

2.3.2 Know how to position the practice in the organisational

2.4 How information and technology support and enable the practice

2.4.1 Explain the tools application
2.4.2 Apply the recommendations on automation

2.5 The role of partners and suppliers in the practice

2.5.1 Explain the dependencies of the practice on third parties
2.5.2 Explain how partners and suppliers can support the practice

2.6 How the ITIL® capability model can be used to develop the practice

2.6.1 Explain how capability criteria support the practice capability development

2.7 The recommendations for the practice success

2.7.1 Understand the recommendations for supplier management success and how they are supported by the ITIL® guiding principles

Module 3: Service Level Management(SLM)

3.1 The key concepts of the practice

3.1.1 Explain the purpose of the practice
3.1.2 Describe the PSFs & key metrics of the practice

3.1.3 Explain the key terms/concepts:

a) service quality
b) service level
c) service level agreement
d) utility, warranty, experience

3.2 The processes of the practice

3.2.1 Describe inputs and outputs of the processes
3.2.2 Describe the key activities of the processes
3.2.3 Know how to integrate the practice in the organisation’s value streams

3.3 The roles and competences of the practice

3.3.1 Describe the responsibilities of the key roles of the practice:

a) service owner
b) service level manager

3.4 How information and technology support and enable the practice

3.4.1 Explain the tools application
3.4.2 Apply the recommendations on automation

3.5 The role of partners and suppliers in the practice

3.5.1 Explain the dependencies of the practice on third parties
3.5.2 Explain how partners and suppliers can support the practice

3.6 How the ITIL® capability model can be used to develop the practice

3.6.1 Explain how capability criteria support the practice capability development

3.7 The recommendations for the practice success

3.7.1 Understand the recommendations for service level management success and how they are supported by the ITIL® guiding principles

Module 4: Continual Improvement(CI)

4.1 The key concepts of the practice


4.1.1 Explain the purpose of the practice
4.1.2 Describe the PSFs & key metrics of the practice

4.1.3 Explain the key terms/concepts:

a) improvement
b) vision
c) business as usual
d) improvement register

4.2 The processes of the practice

4.2.1 Describe inputs and outputs of the processes
4.2.2 Describe the key activities of the processes
4.2.3 Know how to integrate the practice in the organisation’s value streams

4.3 The roles and competences of the practice


4.3.1 Describe the responsibilities of the key roles of the practice:

a) continual improvement coordinator

4.3.2 Know how to position the practice in the organisational structure

4.4 How information and technology support and enable the practice

4.4.1 Explain the tools application
4.4.2 Apply the recommendations on automation

4.5 The role of partners and suppliers in the practice

4.5.1 Explain the dependencies of the practice on third parties
4.5.2 Explain how partners and suppliers can support the practice

4.6 How the ITIL® capability model can be used to develop the practice

4.6.1 Explain how capability criteria support the practice capability development

4.7 The recommendations for the practice success

4.7.1 Understand the recommendations for continual improvement success and how they are supported by the ITIL® guiding principles

Module 5: Information Security Management (ISM)

5.1 The key concepts of the practice

5.1.1 Explain the purpose of the practice
5.1.2 Describe the PSFs & key metrics of the practice

5.1.3 Explain the key terms/concepts:

a) information security characteristics (confidentiality, availability, integrity)
b) authentication
c) non-repudiation
d) threat, threat actor
e) vulnerability
f) risk, control, risk treatment, residual risk

5.2 The processes of the practice

5.2.1 Describe inputs and outputs of the processes
5.2.2 Describe the key activities of the processes
5.2.3 Know how to integrate the practice in the organisation’s value streams

5.3 The roles and competence s of the practice


5.3.1 Describe the responsibilities of the key roles of the practice:

a) chief information security officer
b) information security manager

5.3.2 Know how to position the practice in the organisational structure

5.4 How information and technology support and enable the practice

5.4.1 Explain the tools application
5.4.2 Apply the recommendations on automation

5.5 The role of partners and suppliers in the practice

5.5.1 Explain the dependencies of the practice on third parties
5.5.2 Explain how partners and suppliers can support the practice

5.6 How the ITIL® capability model can be used to develop the practice

5.6.1 Explain how capability criteria support the practice capability development

5.7 The recommendations for the practice success

5.7.1 Understand the recommendations for information security management success and how they are supported by the ITIL® guiding principles

Module 6: Collaborate, Assure and Improve

6.1 Understand the processes and value streams of the Collaborate, Assure and Improve practices

6.1.1 Understand the role of the incident resolution service value stream in the organisation’s service value system
6.1.2 Understand the role of the request fulfilment service value stream in the organisation’s service value system
6.1.3 Know how the Collaborate, Assure and Improve practices contribute to the incident resolution service value stream
6.1.4 Know how the Collaborate, Assure and Improve practices contribute to the request fulfilment service value stream

6.2 How information and technology support and enable the practices

6.2.1 Understand what information is exchanged between the Collaborate, Assure and Improve practices in the context of the incident resolution and request fulfilment service value streams

6.3 Recommendations for the Collaborate, Assure and Improve practices success

6.3.1 Understand the recommendations for the Collaborate, Assure and Improve practices success and how they are supported by the ITIL® guiding principles

Our ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) training course will benefit several individuals, teams and organisations, including but not limited to: 

  • IT Service Managers
  • IT Service Designers
  • IT Service Transition Managers
  • IT Operations Teams
  • IT Architects
  • IT Quality Assurance and Compliance Professionals
  • Business Analysts
  • Project Managers
  • IT Consultants
  • IT Teams and Organizations
  • Individuals looking to align IT services with business objectives, improve customer satisfaction, and achieve operational excellence.

Our three-day ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) training course contains the following:

  • Pre-reading
  • Course Manual
  • Quizzes
  • Exercises
  • ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) Exam Voucher

The following are the prerequisites for our ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) training course:

  • ITIL® Foundation Certificate OR ITIL® 4 Managing Professional Transition (MPT) Certificate
  • Training Through An Accredited Training Organisation (ATO)

Candidates will find it useful to revise their ITIL®4 Foundation training course level materials again to reinforce their existing level of knowledge of ITIL® 4.

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

The ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) examination will comprise of:

  • Duration: 90 Minutes
  • Closed Book: Yes
  • Format: 60 Questions With 1 Mark Each. No Negative Marking.
  • Question Type: Standard Classic, Negative, & List
  • Bloom's Level's: 1 & 2
  • Pass Mark: 65% Or 39/60

Read the PeopleCert Official Guidance for Windows Devices and MacOS Devices for a step-by-step guide on how to take your online proctored examination.

Your Identification Document (ID):

On the day of your exam, your Proctor will verify your ID. You are responsible for ensuring the ID used to register and take your exam is valid and acceptable. On your exam day, if you do not present valid and acceptable ID, or the First/Middle Name(s) and Last Name of your ID do not exactly match the name you used to register for your exam, you will not be allowed to test and will not be entitled to a refund. You will, however, be able to re-book your exam following the standard exam booking process. Your ID must:

  • Be current and valid – ID containing dates that have expired are not allowed.
  • Be an original, not a photocopy.
  • Include a recognisable photo of you.
  • Match the information you gave when you booked your online exam.
  • Be a government-issued national/state/province identity card that is recognized by the country in which you are a citizen or permanent resident.
  • Contain your Birthdate/Year.
  • Contain your First/Middle Name(s) and Last Name in English (Latin) characters.

Please Note: Electronic IDs will not be accepted.

From 01 January 2023: All PeopleCert certifications will need to be renewed after three years. You can do this by retaking the examination before the renewal date, collecting professional development points via MyAXELOS or taking further certifications before the renewal date. If you make the decision to not renew your certification, you will not be removed from the Successful Candidate Register (SCR). You will remain on the Successful Candidate Register (SCR), however it will be flagged that your certification is not up to date.

Proctored Exam
ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) Certificate

To achieve the ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) designation, you will need to have completed five individual practices plus the ITIL® 4 Specialist: Create, Deliver & Support (CDS) module, or you will need to have completed the three-day bundled or combined module plus the ITIL® 4 Specialist: Create, Deliver & Support (CDS) module.

Our three-day ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) training course offers several benefits to to individuals, teams and organisations, including but not limited to the following:

  • Certification and Career Advancement: Achieving ITIL 4 Specialist: Collaborate, Assure & Improve certification can enhance your career prospects in IT service management.
  • Improved Service Quality: CAI helps you understand how to assure and improve the quality of IT services.
  • Enhanced Collaboration: The CAI module focuses on improving collaboration and communication within an organization.
  • Risk Management: ITIL 4 CAI includes topics related to risk management, helping you identify and mitigate potential risks associated with IT service delivery.
  • Customer-Centric Approach: CAI emphasizes a customer-centric approach to IT service management.
  • Alignment with Business Goals: CAI helps you align IT services with the business goals and objectives of your organization, ensuring that IT efforts are contributing to overall business success.
  • Process Optimization: The module teaches you how to optimize IT service management processes.

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

Joining Instructions for Purple Griffon training courses are sent the week before the course start date. First, your Account Manager will email to confirm your booking with you. Both, the materials and exam voucher will be emailed to you the week before the training course. Finally, the tutor will send the invitation to you directly and this will be via the MS Teams or Zoom platform.

The duration of our ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) training course is three-days.

Our three-day ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) training course is usually delivered from 09:00 to 17:00 (UK Time).

To achieve the ITIL® 4 Practice Manager designation, you will need to have completed five individual practices plus the ITIL® 4 Specialist: Create, Deliver & Support (CDS) module, or you will need to have completed the three-day bundled or combined module plus the ITIL® 4 Specialist: Create, Deliver & Support (CDS) module.

ITIL® 4 still has most of the core elements of ITIL® V3, and existing guidance will be recognisable in parts of ITIL® 4, however the are no direct like-for-like modules between the two existing ITIL® certification schemes.

If you are attending our three-day ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) virtual training course, our expert tutors have years of experience in IT Service Management (ITSM) and will teach you everything you need to know to pass the ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) exam. You will also be provided with ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) sample papers and the official core guidance in eBook format for you to work through before your proctored exam.

The ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) proctored examination is taken over ninety minutes and comprises of sixty questions. In order to get your ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) certificate, you must score 65% or 39/60 to pass the exam. With Purple Griffon, sitting your ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) exam is now easier than ever.

From 01 January 2023: All PeopleCert certifications will need to be renewed after three years. You can do this by retaking the examination before the renewal date, collecting professional development points via MyAXELOS or taking further certifications before the renewal date. If you make the decision to not renew your certification, you will not be removed from the Successful Candidate Register (SCR). You will remain on the Successful Candidate Register (SCR), however it will be flagged that your certification is not up to date. 

The ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) proctored examination is a closed book examination with no notes.

The ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) exam can be taken in English.

Our three-day ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) training course focuses on the enhancement of the knowledge and skills of IT service management professionals in the areas of collaboration, service improvement, and service assurance. Implementation of such practices lead to improved efficiency and productivity, organisational alignment, effective risk management and improved service quality.

Our three-day ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) training course will be available in Autumn 2023. If you would like to register your interest, please complete this form.

To be awarded the ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) certification, you must complete ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) certification training, and when you feel comfortable, take the ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) proctored exam. If you score 65% or 39/60 correct answers in the exam, then you will receive your ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) certificate.

The following are the prerequisites for our ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) training course:

  • ITIL® Foundation Certificate OR ITIL® 4 Managing Professional Transition (MPT) Certificate
  • Training Through An Accredited Training Organisation (ATO)

Read the PeopleCert Official Guidance for Windows Devices and MacOS Devices for a step-by-step guide on how to take your online proctored examination.

If you are preparing to take, or are registered to take an online exam with live invigilation, please take the time to read the PeopleCert Identification Policy.

The ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) certification is governed and maintained by PeopleCert. PeopleCert delivers exams in more than 200 countries, in 25 languages, through its state-of-the-art assessment technology.

ITIL® 4 certifications help you to compete in a complex market and ensure that you stay relevant. It will ensure that you understand widely-used concepts, terms, and practices to improve your organisation's growth.

Our ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) training course is aimed at ITService Management Professionals in the areas of collaboration, service improvement, and service assurance.

Our three-day ITIL® 4 Specialist Create, Deliver & Support (CDS) training course provides universal guidance that further explores the concepts introduced in ITIL® 4 Foundation while covering challenges modern enterprises face – from professionalism, team culture and collaboration, to outsourcing work and managing multiple suppliers. ITIL® 4 Specialist Create, Deliver & Support (CDS) is the logical next step after ITIL® 4 Foundation for those wanting to make immediate tangible changes to their organisation’s working methods in service management.

IT Service Management (ITSM) refers to the activities involved in implementing, managing, and delivering the lifecycle of IT services. ITSM is used to make sure the right mix of people, processes, and technology is in place to provide business value. IT Service Management doesn't just help with solving day-to-day issues. It can increase value and cost efficiency and reduce the impact of incidents on the business. IT Service Management is the art of making businesses run.

ITIL® is used by millions of professionals all around the World, and ITIL® has been adopted by thousands of organisations, such as NASA, Microsoft, and HSBC. ITIL® is a set of practices, which focus on aligning IT services with the needs of the business. ITIL® provides comprehensive and practice guidance to establish a service management system. The ITIL® Framework will help businesses and professionals get optimal value from IT and digital services. The main focus of ITIL® is to maximise value to customers by aligning IT resources with business needs.

ITIL® 4 is the latest version of the ITIL® Framework, which was released in February 2019. ITIL® 4 is highly value-centric and focuses on bringing different stakeholders in the organisation together to create value for the customer. With new frameworks growing in popularity, such as SIAM™ and VeriSM™, the previous version of ITIL® (ITIL® V3) had to step up its game and improve the way it dealt with challenges brought on by digital disruption. ITIL® 4, the current version of ITIL®, takes all of the best parts from ITIL® V3 and creates a framework that focuses on delivering tailor-made solutions for organisations through "practices" instead of "processes." Also, Agile, DevOps, and Digital Transformation all play a role in the new ITIL® 4 Framework. The key elements of ITIL® 4 are the four dimensions, the guiding principles, the move from processes (ITIL® V3) to practices (ITIL® 4), and the service value system.

As Of 01 April 2023: Purple Griffon is now offering complimentary Take2 on all ITIL® 4 and PRINCE2® examinations. Take2 is one free exam resit should you fail on your first attempt at the examination.

INFORMATION

ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) Course Dates

Course date
Course Date

Course location
Location

Now only £1495 + VAT

Course date
Course Date

Course location
Location

Now only £1495 + VAT

Course date
Course Date

Course location
Location

Now only £1495 + VAT

Why Choose Us?

We Are Here To Help You Pass

All of our trainers have achieved exceptionally high delegate pass rates for accredited examinations for all our courses. We also offer complimentary pre and post-course support for any questions you may have.

We Are Flexible

We try and be as flexible as we can and accommodate your needs. We can swap delegates at any time with no charge. We can also create bespoke content should this be required.

We Are The Specialists

We specialise in IT Service and Project Management. All of our Trainers and Consultants have considerable years of hands-on experience in IT Service / Project Management, working across a wide number of industry sectors.

We Are Professionals

Our training, sales and admin staff are all professional, helpful, friendly and approachable. We believe in providing excellent customer service. You will always have a dedicated friendly Account Manager