ITIL 5 Collaborate, Assure and Improve

• IT professionals and service managers who want to deepen their knowledge of relationship management, supplier collaboration, service level agreements, and continual improvement within the IT environment.
• IT specialists and operations managers responsible for ensuring IT service quality, managing security incidents, and developing relationships with internal and external stakeholders.
• Process owners and IT analysts who need a structured approach to integrating collaboration, assurance, and improvement practices into their organisation's value stream.
• IT professionals building their path to the ITIL 5 Practice Manager designation who are looking for a comprehensive certification focused on the strategic and relationship-oriented aspects of IT service management.
• Holders of ITIL Foundation (any version) seeking a practice-focused certification in the Collaborate, Assure and Improve domain.

• Key Concepts of Five ITIL Practices: Understand the purpose and core concepts of Relationship Management, Supplier Management, Service Level Management, Continual Improvement, and Information Security Management, and their role in the organisational value stream.
• Practice Success Factors (PSF) and Metrics: Learn to work with practice success factors and key metrics for evaluating the effectiveness and maturity of CAI practices in achieving organisational goals and delivering value to stakeholders.
• Processes and Key Activities: Explore the processes of each practice and learn how to integrate them into the organisation's value stream to enhance collaboration, quality assurance, and continual improvement across service delivery.
• Roles and Competencies: Understand the key roles within the CAI practices and learn how to position them effectively within the organisational structure to drive collaboration, ensure assurance, and facilitate improvement initiatives.
• Information, Technology, Partners, and Suppliers: Discover how technology and collaboration with external partners and suppliers support and enable the effective performance of the Collaborate, Assure and Improve practices.
• ITIL Capability Model: Learn how capability criteria support practice development in alignment with industry best practices and organisational requirements.

• Relationship Management: Establishing, analysing, monitoring, and improving links between the organisation and its stakeholders at strategic and tactical levels to ensure business value.
• Supplier Management: Managing supplier relationships, evaluating performance, negotiating contracts, and ensuring alignment with organisational goals and quality standards.
• Service Level Management: Defining, negotiating, monitoring, and reporting on IT service levels to ensure agreed parameters are met and customer satisfaction is maintained.
• Continual Improvement: Systematically identifying and implementing improvement opportunities across the organisation in line with the ITIL Continual Improvement Model.
• Information Security Management: Protecting the organisation's information assets, managing security risks, and ensuring compliance with security policies and regulatory requirements.
• Integration of Practices into the Value Stream: How to connect all five CAI practices to foster effective collaboration, sustained quality, and a culture of continual improvement.
• Technology and Tools for CAI: Overview of technologies and tools supporting relationship management, service level management, supplier management, and improvement initiatives.

• Course duration: 2 days (classroom or online with a live instructor).
• Prerequisites: ITIL Foundation (any version) or ITIL 4 Managing Professional certificate. Completion of accredited training is required.
• Exam: Closed-book, online via PeopleCert, 90 minutes, 60 multiple-choice questions, passing score 65%.
• Language of instruction: English. Official study materials are in English.
• Certificate: PeopleCert ITIL Collaborate, Assure and Improve (Version 5), internationally recognised, renewal every 3 years (60 CPD points).

• ITIL Collaborate, Assure and Improve (Version 5) is one of three specialist modules leading to the ITIL Practice Manager designation. The other modules are ITIL Monitor, Support and Fulfill (Version 5) and ITIL Plan, Implement and Control (Version 5), only one of the three is required to qualify.
• Successful completion of the ITIL Transformation (Version 5) module is also required to be awarded the ITIL Practice Manager designation.
• The ITIL Practice Manager designation demonstrates advanced expertise in the operational management of ITIL practices and is a recognised proof of hands-on competence in IT service management.

Course is delivered by an Accredited Training Organisation (ATO) Agilist s.r.o. certified by PeopleCert.

Previous courses

ITIL 5 Foundation [ITIL5FPT]

ITIL 5 Foundation Bridge [ITIL5FBR]

Next courses

ITIL 5 Transformation [ITIL5TFM]

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ITIL 5 Monitor, Support and Fulfill [ITIL5MSF]

ITIL 5 Plan, Implement and Control [ITIL5PIC]

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