The ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) course unifies five essential practices: Relationship Management, Supplier Management, Service Level Management, Continual Improvement, and Information Security Management into a cohesive pathway for enhancing service value streams. Designed for professionals in roles such as service owners, practice leads, compliance managers, and change agents, this module is part of the Practice Manager certification path.
Through this course, participants gain deep insight into how these practices contribute to effective collaboration, assurance, and ongoing improvement. The module emphasizes developing consistent relationships with stakeholders and suppliers, monitoring and assuring service performance and security, and embedding robust improvement cycles, all within the context of the ITIL Service Value System.
Learners study how to apply key Practice Success Factors and metrics to assess capabilities and maturity across practices. They explore how information, technology, partners, and governance interact to enable positive outcomes. Topics include aligning practice performance with strategic objectives, managing risk and compliance, orchestrating continual improvement initiatives, and delivering assurance without compromising agility.
By the end of the course, participants will be able to integrate these five practices across value streams, leverage performance data to drive insights, maintain effective collaboration across teams and suppliers, and lead sustainable improvement efforts. The training is also structured to prepare learners for the ITIL® 4 Specialist: Collaborate, Assure & Improve certification exam.
Join us on this transformative journey to elevate your capability in service management practices and become a certified ITIL® 4 Specialist in Collaborate, Assure & Improve.
Purpose of the Training
The ITIL® 4 Specialist: Collaborate, Assure & Improve (CAI) course is designed to develop a practical understanding of how to effectively apply a selected set of ITIL practices that enable collaboration, assurance, and continual improvement across the service value system. This module focuses on building the skills and knowledge necessary to foster trust, enhance service performance, and drive sustainable improvements through integrated practice management. Participants will:
- Explore how collaboration and relationship management underpin value co-creation and effective stakeholder engagement.
- Learn to apply assurance practices such as service level management, supplier management, and information security management to maintain service quality and compliance.
- Develop capabilities to systematically assess and improve practice performance by using metrics, key inputs, and outputs aligned with organizational objectives.
- Understand how to embed continual improvement activities that support ongoing adaptation and evolution of services and practices.
- Gain insight into balancing governance, risk, and control while enabling flexibility and responsiveness.
- Build the ability to coordinate multiple practices in a cohesive way that supports the wider service value system and business goals.
- Apply an integrated, practice-based mindset to IT service management that promotes collaboration, trust, and continual enhancement of value delivery.
- Be prepared to take the ITIL® 4 Specialist: Collaborate, Assure & Improve certification exam.
Target Group
- ITIL® 4 Foundation certificate holders progressing toward Practice Manager designation,
- Practice managers and service owners responsible for overseeing the delivery of services and ensuring they meet agreed requirements and outcomes,
- Professionals engaged in assurance activities, including validation, audit, and compliance, to confirm value realization,
- Individuals involved in planning and coordinating continual improvement initiatives across teams and service value streams.
- Change agents and continual improvement practitioners focused on enabling sustainable service enhancements.
- Relationship and supplier managers accountable for assuring supplier performance and managing supplier relationships to support service quality and value.
Benefits
- A comprehensive understanding of how collaboration, assurance, and continual improvement practices contribute to sustained service value and customer satisfaction.
- Practical insights into applying key ITIL practices such as service level management, supplier, relationship management, information security management, and continual improvement.
- Skills to foster effective stakeholder engagement and build trust across teams and organizational boundaries.
- The ability to implement assurance activities that maintain service levels and compliance while supporting innovation and agile ways of working.
- Knowledge on integrating continual improvement techniques to identify opportunities and drive measurable enhancements in service delivery and practice performance.
- An appreciation of how to coordinate multiple practices in a unified way to support the broader service value system and organizational objectives.
Exam and Certification
- prerequisites: ITIL® 4 Foundation certification and attendance at an accredited ITIL® 4 Specialist: Collaborate, Assure & Improve training course,
- mandatory exam,
- multiple-choice, single-response questions test,
- number of questions: 60,
- pass threshold: 65% (39 out of 60 points),
- language of the exam: English – selected on the Accreditor’s website during exam registration,
- current list of available exam languages can be found on the Accreditor’s website
- duration: 60 minutes (113 minutes for non-native speakers),
- mode: online (after online training) or in-person (after in-person training),
- date: post training, selected by participants at the Accreditor’s availability,
- closed book – no use of materials,
- validity of the certificate: 3 years,
- the participant who scores the necessary number of points in the exam is awarded the international certificate in electronic form.
Note! According to the Accreditor’s guidelines, the training must be purchased together with the exam package, which includes the online exam, access to the e-book, and Official Training Materials (OTM).
E-book
- E-book language: selected by the candidate on the Accreditor’s website during exam registration (language cannot be changed afterward),
- Available e-book languages: English,
- Access: valid for 5 years exclusively on the Accreditor’s platform.
OTM – Official Training Materials
- Official training materials developed by PeopleCert, available upon e-book activation,
- OTM language: English.
In addition, you can purchase exam retake Take2 Re-sit Exam Option. In case of a negative result, this option allows you to retake the exam in an online format within 6 months of the original date, without paying the full cost of the exam.
The Take2 Re-sit Exam Option can only be purchased when placing an order for the first exam date.
Training Programme
MODULE 1 – Introduction to the CAI practices
- Practices, processes and service value streams
MODULE 2 – Relationship Management
- Purpose of the practice.
- Key terms/concepts
- PSFs & key metrics
- Value streams and processes
- Organizations and people
- Information and technology
- Partners and suppliers
- Relationship management capability development
- Knowledge check
MODULE 3 – Supplier Management
- Purpose of the practice.
- Key terms/concepts
- PSFs & key metrics
- Value streams and processes
- Organizations and people
- Information and technology
- Partners and suppliers
- Supplier management capability development
- Knowledge check
MODULE 4 – Service level management
- Purpose of the practice.
- Key terms/concepts
- PSFs & key metrics
- Value streams and processes
- Organizations and people
- Information and technology
- Partners and suppliers
- Service level management capability development
- Knowledge check
MODULE 5 – Continual improvement
- Purpose of the practice
- Key terms/concepts
- PSFs & key metrics
- Value streams and processes
- Organizations and people
- Information and technology
- Partners and suppliers
- Continual improvement capability development
- Knowledge check
MODULE 6 – Information security management
- Purpose of the practice
- Key terms/concepts
- PSFs & key metrics
- Value streams and processes
- Organizations and people
- Information and technology
- Partners and suppliers
- Information security management capability development
- Knowledge check
