ITIL® 4 Specialist: Collaborate Assure and Improve

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Video Title
Length
Introduction
Module 1: Introduction to the CAI Practices
Module 2: Relationship Management
Module 3: Supplier Management
Module 4: Service Level Management
Module 5: Continual Improvement
Module 6: Information Security Management
Total:
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Get Your Course Materials

Course Materials

When you purchase this course you will receive access to these materials.

  • Your PeopleCert eLearning Course
  • PeopleCert Membership CPD Guide
Course Transcript

Transcript

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Letter of Course Attendance

Letter of Course Attendance

You will be awarded a Letter of Course Attendance when you finish this course. You will be able to print or email the Letter of Attendance and share your accomplishment with everyone.

How to Take Your Exam

How to Take Your Exam

Exam Information

  • 60 questions
  • Multiple choice
  • 39 out of 60 marks required to pass (65%) 
  • 90 minutes
  • Closed book

Certification Renewal

Starting 2023, all PeopleCert Global Best Practice certifications will need to be renewed after 3 years.

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Course Description

Welcome to GogoTraining's ITIL® 4 Specialist: Collaborate, Assure & Improve course.  This eLearning course had been developed by GogoTraining using Official PeopleCert Training Materials (OTM) with PeopleCert’s permission.  GogoTraining is a PeopleCert Authorized Training Organizations (ATO) and this course has been accredited by PeopleCert.   

The ITIL 4 Specialist: Collaborate, Assure & Improve course combines 5 of the 15 individual practice modules found in the ITIL Practitioner series of courses and focusses on five modules most used to achieve healthy and effective service relationships.  These are:

Taking the Collaborate, Assure & Improve course and passing the exam awards you the ITIL 4 Specialist: Collaborate, Assure & Improve designation and is one of the key certifications required to be awarded the ITIL 4 Practice Manager designation.  The ITIL 4 Practice Manager designation is awarded to individuals who complete MSF and hold either the ITIL 4 Managing Professional or the ITIL 4 Specialist: Create, Deliver & Support designation. In addition, becoming an ITIL 4 Practice Manager is one of the key designations required to becoming and ITIL 4 Master.  

For those pursuing a career in service management, the ITIL 4 Practice Manager combines a detailed description of 5 practices and the relationships between them, with information about how to manage teams who execute practice work.  In addition it is a requirement for those wishing to become an ITIL 4 Master.  Whether you are beginning your journey as a service manager, or aiming to take an important step in your certification, this course will give you what you need.

The course is for professionals who want to establish good cross-practice collaboration and effective service value streams.  By completing this course you will be able to demonstrate your understanding and application of the concepts covered in all five ITIL Management Practices at the strategic and operational levels and have a critical piece of the ITIL Master puzzle.  If mastering this practice area or becoming and ITIL Master is your goal, then this course is for you.

In This Course You Will Learn:

By completing this course and gaining your ITIL 4 Specialist:  Collaborate, Assure & Improve Certification you will be able 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 organization’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.

Prerequisites

In order to take this course, you must hold the ITIL 4 Foundation Certification or the ITIL 4 Managing Professional Transition Certification.  In order to sit for the exam, you must complete this course and receive the official Letter of Attendance for this course.

Outline

00. Introduction

01. Intoduction to CAI Practices

  • Processes, Practices and Value Streams
  • Some Key Value Streams

02. Relationship Management Practice

  • Purpose of the Practice.
  • Practice Success Factors (PSFs) & Key Metrics of the Practice.
  • Key Terms/Concepts of the Practice

02.1. Relationship Management Practice – Value Streams and Processes

  • Inputs and Outputs of the Processes
  • Key Activities of the Processes
  • How to Integrate the Practice in the Organization’s Value Streams

02.2. Relationship Management Practice – Organizations and People

  • Responsibilities of the Key Roles of the Practice
  • How to Position the Practice in the Organizational Structure

02.3. Relationship Management Practice – Information and Technology

  • Tools Application
  • Recommendations on Automation

02.4. Relationship Management Practice – Partners and Suppliers

  • Dependencies of the Practice on Third Parties
  • How Partners and Suppliers Can Support the Practice

02.5. Relationship Management Practice – Capability Development

  • How to Use the ITIL Capability Model to Develop the Practice
  • Recommendations For Practice Success

02.6. Time for a Quiz on Relationship Management

03. Supplier Management Practice

  • Purpose of the Practice.
  • Practice Success Factors (PSFs) & Key Metrics of the Practice.
  • Key Terms/Concepts of the Practice

03.1. Supplier Management Practice – Value Streams and Processes

  • Inputs and Outputs of the Processes
  • Key Activities of the Processes
  • How to Integrate the Practice in the Organization’s Value Streams

03.2. Supplier Management Practice – Organizations and People

  • Responsibilities of the Key Roles of the Practice
  • How to Position the Practice in the Organizational Structure

03.3. Supplier Management Practice – Information and Technology

  • Tools Application
  • Recommendations on Automation

03.4. Supplier Management Practice – Partners and Suppliers

  • Dependencies of the Practice on Third Parties
  • How Partners and Suppliers Can Support the Practice

03.5. Supplier Management Practice – Capability Development

  • How to Use the ITIL Capability Model to Develop the Practice
  • Recommendations For Practice Success

03.6. Time for a Quiz on Supplier Management

04. Service Level Management Practice

  • Purpose of the Practice.
  • Practice Success Factors (PSFs) & Key Metrics of the Practice.
  • Key Terms/Concepts of the Practice

04.1. Service Level Management Practice – Value Streams and Processes

  • Inputs and Outputs of the Processes
  • Key Activities of the Processes
  • How to Integrate the Practice in the Organization’s Value Streams

04.2. Service Level Management Practice – Organizations and People

  • Responsibilities of the Key Roles of the Practice
  • How to Position the Practice in the Organizational Structure

04.3. Service Level Management Practice – Information and Technology

  • Tools Application
  • Recommendations on Automation

04.4. Service Level Management Practice – Partners and Suppliers

  • Dependencies of the Practice on Third Parties
  • How Partners and Suppliers Can Support the Practice

04.5. Service Level Management Practice – Capability Development

  • How to Use the ITIL Capability Model to Develop the Practice
  • Recommendations For Practice Success

04.6. Time for a Quiz on Service Level Management

05. Continual Improvement Practice

  • Purpose of the Practice.
  • Practice Success Factors (PSFs) & Key Metrics of the Practice.
  • Key Terms/Concepts of the Practice

05.1. Continual Improvement Practice – Value Streams and Processes

  • Inputs and Outputs of the Processes
  • Key Activities of the Processes
  • How to Integrate the Practice in the Organization’s Value Streams

05.2. Continual Improvement Practice – Organizations and People

  • Responsibilities of the Key Roles of the Practice
  • How to Position the Practice in the Organizational Structure

05.3. Continual Improvement Practice – Information and Technology

  • Tools Application
  • Recommendations on Automation

05.4 Continual Improvement Practice – Partners and Suppliers

  • Dependencies of the Practice on Third Parties
  • How Partners and Suppliers Can Support the Practice

05.5. Continual Improvement Practice – Capability Development

  • How to Use the ITIL Capability Model to Develop the Practice
  • Recommendations For Practice Success

05.6. Time for a Quiz on Continual Improvement

06. Information Security Management Practice

  • Purpose of the Practice.
  • Practice Success Factors (PSFs) & Key Metrics of the Practice.
  • Key Terms/Concepts of the Practice

06.1. Information Security Management – Value Streams and Processes

  • Inputs and Outputs of the Processes
  • Key Activities of the Processes
  • How to Integrate the Practice in the Organization’s Value Streams

06.2. Information Security Management – Organizations and People

  • Responsibilities of the Key Roles of the Practice
  • How to Position the Practice in the Organizational Structure

06.3. Information Security Management Practice – Information and Technology

  • Tools Application
  • Recommendations on Automation

06.4 Information Security Management Practice – Partners and Suppliers

  • Dependencies of the Practice on Third Parties
  • How Partners and Suppliers Can Support the Practice

06.5. Information Security Management Practice – Capability Development

  • How to Use the ITIL Capability Model to Develop the Practice
  • Recommendations For Practice Success

06.6. Time for a Quiz on Information Security Management

Certification

Exam Information

  • 60 questions
  • Multiple choice
  • 39 out of 60 marks required to pass (65%) 
  • 90 minutes
  • Closed book

Certification Renewal

Starting 2023, all PeopleCert Global Best Practice certifications will need to be renewed after 3 years.

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