ITIL® 4 Specialist: Collaborate, Assure, Improve (CAI) accredited course with exam
Course code:
ITIL® 4 Specialist: Collaborate, Assure, Improve (CAI) accredited course with exam - Dates and application
First training day: 9 November 2026, Further training days: 10., 11.
Applying for closed-group training
Application without a date
Improve your IT service management with the ITIL® 4 CAI course! Learn how to effectively manage customer relationships, vendors, service levels, continuous improvement and information security - all based on ITIL® best practices. By the end of the course, you will have an overview of how Collaborate, Assure and Improve approaches work and how they can be supported by modern technologies. The course concludes with an exam, which will also give you entry to higher level ITIL® qualifications.
Recommended for anyone who provides or supports IT services and wants to ensure their continuous improvement, reliability and business fit. It is particularly useful for IT service managers, process owners, quality assurance and supplier management professionals, and those preparing to become ITIL® 4 Managing Professionals.
- ITIL® 4 Foundation Certificate (or ITIL® 4 MP Transition)
ITIL® (Information Technology Infrastructure Library) is one of the world's best-known and most widely used IT service management frameworks. Since its inception in the 1980s, ITIL® has evolved to keep pace with business needs, digitisation and the rise of agile operations. Version 4 focuses on modern, flexible and value-based service management, where not only processes, but also the overall experience, collaboration and continuous improvement are key.
The Collaborate, Assure, Improve course is part of the ITIL® 4 advanced modules and is designed for those who want to collaborate more effectively between organisations, ensure quality of service and improve operations and value creation. The training provides practical tools to enable IT professionals and business decision-makers to work together more effectively with partners, suppliers and customers in transparent roles.
The ITIL® 4 CAI methodology is now used globally, from multinational corporations to public administrations and IT service providers, wherever there is a complex IT environment and an expectation of consistent quality, security and service improvement. The CAI module is not only valuable in its own right, but is also one of the cornerstones for obtaining the Managing Professional qualification.
Collaborate, Assure & Improve (CAI) is focusing on and covering the following objectives, so participants, upon completing this course, will be able to:
- Define the key concepts, principles, value and challenges of ITIL® 4’s five covered 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
Course outline:
1. RELATIONSHIP MANAGEMENT (RSM) PRACTICE:
1.1. The key concepts of the practice.
1.2. The processes of the practice.
1.3. The roles and competences of the practice.
1.4. How information and technology support and enable the practice.
1.5. The role of partners and suppliers in the practice.
1.6. How the ITIL® capability model can be used to develop the practice.
1.7. The recommendations for the practice success.
2. SUPPLIER MANAGEMENT (SM) PRACTICE:
2.1. The key concepts of the practice.
2.2. The processes of the practice.
2.3. The roles and competences of the practice.
2.4. How information and technology support and enable the practice.
2.5. Τhe role of partners and suppliers in the practice.
2.6. Ηow the ITIL® capability model can be used to develop the practice.
2.7. The recommendations for the practice success.
3. SERVICE LEVEL MANAGEMENT (SLM) PRACTICE:
3.1. The key concepts of the practice.
3.2. The processes of the practice.
3.3. The roles and competences of the practice.
3.4. How information and technology support and enable the practice.
3.5. The role of partners and suppliers in the practice.
3.6. How the ITIL® capability model can be used to develop the practice.
3.7. The recommendations for the practice success.
4. CONTINUAL IMPROVEMENT (CI) PRACTICE:
4.1. The key concepts of the practice.
4.2. The processes of the practice.
4.3. The roles and competences of the practice.
4.4. How information and technology support and enable the practice.
4.5. The role of partners and suppliers in the practice.
4.6. How the ITIL® capability model can be used to develop the practice.
4.7. The recommendations for practice success.
5. INFORMATION SECURITY MANAGEMENT (ISM) PRACTICE:
5.1. The key concepts of the practice.
5.2. The processes of the practice.
5.3. The roles and competences of the practice.
5.4. How information and technology support and enable the practice.
5.5. The role of partners and suppliers in the practice.
5.6. How the ITIL® capability model can be used to develop the practice.
5.7. The recommendations for the practice success.
6. COLLABORATE, ASSURE & IMPROVE (CAI)
6.1. Understand the processes and value streams of the Collaborate, Assure & Improve practices.
6.2. How information and technology support and enable the practices.
6.3. Recommendations for the Collaborate, Assure & Improve practices success.
- Duration: 90 minutes
- Number of questions: 60
- Success level: 39
- Success percentage: 65%
- Online exam: yes
- Proctored exam: yes
- Closed book policy: yes
- Bloom's Level's: 2 & 3
- Completion of an accredited CAI training course is a prerequisite: yes
Starting in 2023, all PeopleCert Global Best Practice certifications will need to be renewed after 3 years.
Trainers
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The training was practical, the instructor delivered the material at a high level.
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