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: 3 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 5 Specialist: Collaborate, Assure and Improve, internationally recognised, renewal every 3 years (60 CPD points).
• Accreditation: Course delivered by an Accredited Training Organisation (ATO) Agilist s.r.o. certified by PeopleCert.

• ITIL 5 Collaborate, Assure and Improve is one of three specialist modules leading to the ITIL 5 Practice Manager designation. The other modules are ITIL 5 Monitor, Support and Fulfill and ITIL 5 Plan, Implement and Control, only one of the three is required to qualify.
• Successful completion of the ITIL 5 Transformation module is also required to be awarded the ITIL 5 Practice Manager designation.
• The ITIL 5 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.

Previous courses

ITIL 5 Foundation [ITIL5FPT]

ITIL 5 Foundation Bridge [ITIL5FBR]

Next courses

ITIL 5 Transformation [ITIL5TFM]

Related courses

ITIL 5 Monitor, Support and Fulfill [ITIL5MSF]

ITIL 5 Plan, Implement and Control [ITIL5PIC]

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