ITIL®4 Specialist: Collaborate, Assure and Improve Training

ITIL® 4 Specialist: Collaborate, Assure and Improve is an intermediate-level course within the ITIL® 4 Practice Manager pathway. It focuses on five essential ITIL practices that help organizations strengthen collaboration, improve governance, and deliver high-quality services: Relationship Management, Service Level Management, Supplier Management, Continual Improvement, and Information Security Management.

Throughout this three-day instructor-led programme, participants will learn how to integrate these practices into organizational value streams, improve service performance, and support both operational excellence and strategic business objectives. Practical exercises, collaborative workshops, and real-world discussions enable learners to apply the concepts in realistic service management scenarios.

The course also introduces the ITIL Maturity Model, enabling participants to assess and improve the maturity of ITIL practices within their organizations. By combining practical guidance with collaborative learning, the programme helps organizations strengthen continual improvement, enhance service quality, and build more effective cross-functional relationships.

Participants must hold one of the following certifications:

• ITIL® 4 Foundation
• ITIL® v3 Foundation

Participants are also expected to have a basic understanding of Value Streams, as this concept is referenced throughout the course.

Upon successful completion of this course, participants will be able to:

• Explain the purpose, scope, and fundamental concepts of the five ITIL management practices covered in the course.
• Describe the strategic and operational benefits of integrating these practices into organizational value streams.
• Identify critical success factors, key metrics, and performance indicators for each practice.
• Apply the ITIL Maturity Model to assess current practice capability and develop improvement plans.
• Recognize the relationships and synergies between different ITIL practices to improve collaboration and operational performance.
• Apply continual improvement principles and industry best practices to enhance service quality throughout the service lifecycle.

Understanding Value Streams and Maturity Models

• Review the Value Stream concepts introduced in ITIL Foundation.
• Explore the ITIL Capability Model and its role in evaluating practice capability.
• Learn how the ITIL Maturity Model supports continuous assessment and improvement of organizational practices.

Relationship Management

• Understand the purpose, scope, and business value of the Relationship Management practice.
• Identify the roles and responsibilities required to manage strategic and operational stakeholder relationships.
• Explore techniques for building trust and strengthening stakeholder engagement.
• Measure relationship effectiveness using appropriate performance metrics.
• Collaborate with other ITIL practices to enhance value creation and service outcomes.

Service Level Management

• Establish, negotiate, and monitor Service Level Agreements (SLAs).
• Translate business requirements into measurable service targets.
• Use service metrics and reporting to improve service performance.
• Support value co-creation through effective engagement with service consumers.

Supplier Management

• Manage supplier performance throughout the service lifecycle.
• Ensure supplier contracts remain aligned with organizational objectives.
• Address governance, risk, and compliance requirements.
• Strengthen collaboration with suppliers and strategic partners.

Continual Improvement

• Apply methods for identifying, evaluating, and prioritizing improvement opportunities.
• Develop improvement registers and actionable improvement plans.
• Foster a culture of continual improvement across the organization.
• Use data, performance indicators, and feedback loops to measure improvement success.

Information Security Management

• Protect information assets through risk-based security practices.
• Maintain confidentiality, integrity, and availability of services.
• Integrate security into service design and operational activities.
• Align information security practices with governance and compliance requirements.

Integration and Practical Application

• Integrate the five ITIL practices into organizational service value streams.
• Explore case studies demonstrating collaboration across multiple practices.
• Develop a practical roadmap for improving practice maturity within the organization.

Exams and Assessments

This course includes an official certification examination.

• 60 multiple-choice questions
• 90-minute examination
• Closed-book format
• Pass mark: 39 out of 60 (65%)
• The examination is delivered online through PeopleCert with remote proctoring.
• Candidates may schedule the examination at a time that best suits their availability.
• PeopleCert certifications issued from 2023 onwards must be renewed every three years.