ITIL® 4 Specialist: Collaborate, Assure and Improve (CAI)

Duration: 55m

Module zero introduces you to the main course features.

It introduces you to the certification program and contains a course navigation video to help acquaint you with Docebo, our LMS platform. It also contains a course guide to assist you with exam information, a lesson plan, and provides answers to some of the most frequently asked questions about ITIL 4 Specialist: Collaborate, Assure and Improve.

Duration: 5m

This module introduces the first of ITIL 4 Specialist: Collaborate, Assure and Improve’s five management practices: the ITIL 4 Continual Improvement practice.

Duration: 1h

Module 1 explains the purpose and some key terms and concepts of the continual improvement practice. It then describes the practice success factors (PSFs) and the key metrics of the continual improvement practice.

Duration: 1h

Module 2 begins with an explanation of the continual improvement practice processes. It describes the inputs, outputs and key activities of the processes.

The module goes on to explain how the practice supports service value streams, and how the continual improvement practice is integrated in the organisation’s value streams.

The module ends by describing the key roles involved in the practice and how to position the continual improvement practice in the organisational structure.

Duration: 1h

Module 3 completes the content for this course with a description of further concepts that enable the continual improvement practice.

We start by explaining automation and tooling, and providing recommendations for the automation of continual improvement.

The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.

Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.

The module ends with recommendations for continual improvement practice success and how they’re supported by the ITIL guiding principles.

A 20-question review test on the practice.

Duration: 5m

This module introduces the second of ITIL 4 Specialist: Collaborate, Assure and Improve’s five management practices: the ITIL 4 Information Security Management practice.

Duration: 1h

Module 1 explains the purpose and some key terms and concepts of the information security management practice. It then describes the practice success factors (PSFs) and the key metrics of the information security management practice.

Duration: 1h

Module 2 begins with an explanation of the information security management practice processes. It describes the inputs, outputs and key activities of the processes.

The module goes on to explain how the practice supports service value streams, and how the information security management practice is integrated in the organisation’s value streams.

The module ends by describing the two key roles involved in the practice and how to position the information security management practice in the organisational structure.

Duration: 1h

Module 3 completes the content for this course with a description of further concepts that enable the information security management practice.

We start by explaining automation and tooling, and providing recommendations for the automation of information security management.

The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.

Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.

The module ends with recommendations for information security management practice success and how they’re supported by the ITIL guiding principles.

A 20-question review test on the practice.

Duration: 5m

This module introduces the third of ITIL 4 Specialist: Collaborate, Assure and Improve’s five management practices: the ITIL 4 Relationship Management practice.

Duration: 1h

Module 1 explains the purpose and some key terms and concepts of the relationship management practice. It then describes the practice success factors (PSFs) and the key metrics of the relationship management practice.

Duration: 1h

Module 2 begins by explaining the relationship management practice processes. It also describes the inputs, outputs and key activities of the processes.

The module goes on to explain how the practice supports service value streams, and how the relationship management practice is integrated in the organisation’s value streams.

The module ends by describing the three key roles involved in the practice and how to position the practice in the organisational structure.

Duration: 1h

Module 3 completes the content for this course with a description of further concepts that support, develop and lead to the success of the relationship management practice.

We start the module by explaining automation and tooling, and providing recommendations for the automation of relationship management.

The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.

Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.

The module ends with recommendations for relationship management practice success and how they’re supported by the ITIL guiding principles.

A 20-question review test on the practice.

Duration: 5m

This module introduces the fourth of ITIL 4 Specialist: Collaborate, Assure and Improve’s five management practices: the ITIL 4 Service Level Management practice.

Duration: 1h

Module 1 begins by explaining the purpose and benefits of the service level management practice. It then provides an explanation of the of the important key terms and concepts. Lastly, there’s a description of the practice success factors (PSFs) and the key metrics for the service level management practice.

Duration: 1h

Module 2 looks at the processes of the service level management practice. It also describes the inputs, outputs and key activities of the processes.

The module goes on to explain how the practice supports service value streams, and how the service level management practice is integrated in the organisation’s value streams.

The module ends by describing the three key roles involved in the practice and how to position the practice in the organisational structure.

Duration: 1h

Module 3 begins by describing the organisations and people involved in the practice. It describes the responsibilities of the key roles and how to position the service level management practice in the organisational structure.

Next, there’s an explanation of automation and tooling, with recommendations for the automation of the service level management practice.

The module then discusses partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.

The next topic is capability, with an explanation of how capability criteria support the practice capability development.

Module 3 ends with recommendations for the success of the service level management practice and how the recommendations are supported by the ITIL guiding principles.

A 20-question review test on the practice.

Duration: 5m

This module introduces the last of ITIL 4 Specialist: Collaborate, Assure and Improve’s five management practices: the ITIL 4 Supplier Management practice.

Duration: 1h

In Module 1 we’re going to explain the purpose and benefits of the supplier management practice. We’ll then provide an explanation of the of the important key terms and concepts in the practice. Lastly, we’ll describe the practice success factors (PSFs) and the key metrics for the supplier management practice.

Duration: 1h

Module 2 begins with an explanation of the supplier management practice processes. It describes the inputs, outputs and key activities of the processes.

The module goes on to explain how the practice supports service value streams, and how the supplier management practice is integrated in the organisation’s value streams.

The module ends by describing the two key roles involved in the practice and how to position the supplier management practice in the organisational structure.

Duration: 1h

Module 3 completes the content for this course with a description of further concepts that enable the supplier management practice.

We start by explaining automation and tooling, and providing recommendations for the automation of supplier management.

The module goes on to discuss partners and suppliers, explaining the dependencies of the practice on third parties and how partners and suppliers can support the practice.

Capability is the next topic to be covered, with an explanation of how capability criteria support the practice capability development.

The module ends with recommendations for continual improvement practice success and how they’re supported by the ITIL guiding principles.

A 20-question review test on the practice.

This penultimate module contains two full ITIL 4 Specialist: Collaborate, Assure and Improve practice tests, provided by PeopleCert.

This final module provides information on booking the exam and other courses of interest.