ITIL(R) 4 Specialist: Collaborate, Assure and Improve

This course is part of the ITIL®4 Practice Manager pathway. For more detailed information on the ITIL Master Pathway, please navigate to the bottom of this page.

The ITIL® 4 Specialist: Collaborate, Assure, and Improve course spans three days and equips delegates with the necessary knowledge and skills to proficiently utilise ITIL® 4 practices within their respective work environments.

The course comprises a blend of instructor-led training and activities that provide participants with an insight into the following key practices and how these integrate into the organisation’s value streams:

• Relationship Management
• Service Level Management
• Supplier Management
• Continual Improvement
• Information Security Management

There is a 90-minute, closed book, 60 question multiple choice examination associated with this course. Pass mark is 39/60 (65%).

This exam is online and can be booked at a time of the delegates’ choosing once the course has finished and will be invigilated virtually by PeopleCert.

• An ITIL® 4 or ITIL® v3 Foundation certificate is mandatory

Target Audience

This course is designed for IT service management professionals who want to develop their ability to collaborate effectively across teams, assure high-quality service delivery, and drive continual improvement. It is particularly relevant for:

• IT service managers, service operation managers, service delivery managers, supplier managers and team leaders responsible for improving service performance and outcomes
• Process owners, practitioners, and consultants seeking to enhance their ITIL® 4 knowledge with a focus on collaboration and assurance
• Project and programme managers who need to align IT services with business objectives and assure quality throughout the lifecycle
• Professionals involved in governance, compliance, or service quality assurance roles
• Organisations looking to foster cross-functional collaboration and embed continual improvement into their IT service culture
• Relationship managers looking to develop a common approach to nurturing relationships across their organisation

This course begins with a brief introduction to value streams. It is expected that delegates will be familiar with the principle of these from their foundation course. Following on from this, the course covers the capability model used to assess and drive improvement of the maturity of the practices/processes/procedures.

Following the introduction, we will delve into each of the five practices. This exploration will encompass factors contributing to the success of each practice, essential metrics, process intricacies, pivotal roles, technological aspects, engagement opportunities for partners and suppliers, and the roadmap for process development for each practice. At the end of the course the expectation is that delegates can take away some of the information and apply it in their own organisations. It also allows delegates to meet like-minded people, share experiences and learn from each other whilst taking onboard the best practice advice and guidance provided by the instructor.