Name: ITIL® 4 Specialist: Collaborate, Assure and Improve Course & Examination
Brand: ITIL
SKU: 7359583977656
Price: 2250.0 AUD
Availability: InStock

ITIL 4 Specialist: Collaborate, Assure & Improve, a combined module that covers the key concepts of 5 ITIL Practices: Relationship Management, Supplier Management, Service Level Management, Continual Improvement and Information Security Management. certification.

The ITIL 4 Foundation certification is a pre-requisite to attend this class. To achieve the Practice Manager designation you will also need to achieve the ITIL 4 Specialist: Create, Deliver & Support certification. Our ITIL Practice Manager course bundle, include all the courses you need, purchase together and save.

This course is an instructor-led course delivered over 3-days in our virtual classroom, join the class and network with your peers from anywhere with an internet connection. Have a team or need further date options? Request a quote and a member of our team will be in touch.

Course Overview

This combined practice module is for IT professionals aiming to establish good cross-practice collaboration and effective service value streams. Individuals will be able to demonstrate their understanding and application of the key concepts covered in the five ITIL Management Practices at both strategic and operational levels, maximising value from these practices.

ITIL® 4 Practitioner: Relationship Management
ITIL® 4 Practitioner: Supplier Management
ITIL® 4 Practitioner: Service Level Management
ITIL® 4 Practitioner: Continual Improvement
ITIL® 4 Practitioner: Information Security Management

Key Concepts:

Understand the key concepts of Relationship Management, Supplier Management, Service Level Management, Continual Improvement, and Information Security Management, elucidating their significance in fostering collaboration, ensuring service quality, driving continual improvement, and maintaining information security.

Practice Success Factors:

Introduce the practice success factors (PSF) and key metrics of the practices, essential for evaluating the effectiveness and maturity of Collaborate, Assure, and Improve practices in achieving organisational goals and delivering value to stakeholders.

Roles and competencies:

Focus on the key roles of the Collaborate, Assure, and Improve practices and understand how to position the practices effectively within the organisation. Develop the necessary competencies for driving collaboration, ensuring assurance, and facilitating improvement initiatives.

Information and Technology:

Explore how Information and technology can support and enable the Collaborate, Assure, and Improve practices to deliver improvements, providing tools, technologies, and best practices for enhancing collaboration, assurance, and continual improvement efforts.

Partners and suppliers:

Focus on the role of partners and suppliers in the Collaborate, Assure, and Improve practices, understanding how to collaborate effectively to leverage external expertise, resources, and capabilities to enhance service delivery and achieve organisational goals.

The ITIL capability model:

Explore how the capability criteria support the practices' capability development, ensuring alignment with industry best practices and organisational requirements for effective collaboration, assurance, and improvement practices.

Practices Overview

ITIL® 4 Practitioner: Relationship Management:

This module provides best practice guidance on how to establish and nurture the links between the organisation and its stakeholders at strategic and tactical levels. It includes the identification, analysis, monitoring, and continual improvement of relationships with and between stakeholders. This course will help professionals to:

Establish a common approach to relationships and relationship management that can be adopted and followed across the organisation
Ensure successful relationships within an organisation, as well as between an organisation and external parties including customers, users, partners and suppliers
Promote shared or mutually recognised goals, no-blame cooperation and collaboration, continuous learning, open communication, and conflict prevention and mediation
Identify and manage stakeholders and their interests
Measure, assess and develop the Relationship Management practice capability in their organisation by using the ITIL Maturity Model.

ITIL® 4 Practitioner: Supplier Management:

This module focuses on how to ensure that the organisation’s suppliers and their performances are managed appropriately to support the seamless provision of quality products and services. This includes creating an optimised sourcing strategy, as well as closer, more collaborative relationships with key suppliers to uncover and realise new value and reduce the risk of failure. This course will help professionals to:

Ensure the effective use of third-party services by establishing a common approach to sourcing strategy and managing supplier relationships
Maintain a single point of control on active and planned supplier contracts and services
Define strategies for the use of suppliers’ and partners’ services, to evaluate and select suppliers, and to ensure that consumed services meet or exceed agreed service levels, the cost of the consumed services is optimal, and associated risks are understood and controlled
Improve customer satisfaction and loyalty
Measure, assess and develop the Supplier Management practice capability in their organisation by using the ITIL Maturity Model.

ITIL® 4 Practitioner: Service Level Management:

This module provides best practice guidance on how to set clear, business-based targets for service utility, warranty, and experience, and to ensure that service delivery and use is properly assessed, monitored and managed against these targets. This part of the course will help professionals to;

Set and manage a shared view of the quality of services between the service provider and the service consumer, aimed at all key stakeholders on both sides
Monitor and evaluate the actual service quality and continual improvement of the services and agreements
Translate stakeholder expectations and needs into metrics, then organise and manage the resources appropriately
Manage ongoing delivery and improvement of services through a well-documented agreement such as the service level agreement (SLA)
Measure, assess and develop the Service Level Management practice capability in their organisation by using the ITIL Maturity Model.

ITIL® 4 Practitioner: Continual Improvement:

The purpose of this practice is to align the organisation’s services with changing business needs through the ongoing improvement of products, services, practices or any element involved in the management of products and services. This part of the course will help professionals to;

Adapt to changing business needs and circumstances, and maintain and increase the value generated by their service value system (SVS)
Enhance product and service quality, reliability and responsiveness
Improve their overall capabilities to deliver and manage services efficiently
Develop an organisational culture of engagement, empowerment and innovation
Measure, assess and develop the Continual Improvement practice capability in their organisation by using the ITIL Maturity Model.

ITIL® 4 Practitioner: Information Security Management:

This module provides best practice guidance on how to protect the information needed by the organisation to conduct its business. This includes understanding and managing risks to the confidentiality, integrity and availability of information, as well as other aspects of information security such as authentication and non-repudiation. The practice underpins the strategy and operations of all modern organisations, regardless of how many IT systems they use for conducting their business. This part of the course will help professionals to;

Ensure in conjunction with other ITIL Practices that an organisation’s products and services meet the required level of information security for all involved parties
Protect the technology and data assets crucial for the organisation’s operations including from loss of reputation and financial consequences
Protect the organisation, its employees and its customers from cyber crime
Provide a clear picture of information security threats and vulnerabilities
Measure, assess and develop the Information Security Management practice capability in their organisation by using the ITIL Maturity Model.

Learning Outcomes

This course will help professionals to:

Define the key concepts, principles, value and challenges of ITIL 4’s five 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.

Who should attend

IT Operations, IT Managers, IT Service Managers, Product Managers and Owners.

Prerequisites

ITIL 4 Foundation certification is a pre-requisite for this course.

To achieve the ITIL 4 Practice Manager designation,, you will need to have completed a combined ITIL Practice Manager bundle plus the ITIL Specialist: Create, Deliver and Support module. Or you will need to have completed 5 individual practices plus the ITIL Specialist: Create, Deliver and Support module.

Exam & Certification

This course prepares participants for the examination leading to the ITIL® 4 Specialist: Collaborate, Assure & Improve.

A 90-minute, 60 question, multiple-choice exam is administered by an independent examination body, PeopleCert.
A passing mark of 65% is required to receive your certificate.

The exam is provided as an online examination voucher, upon completing your course you will receive an email from PeopleCert with information on how to register and schedule your exam. The examination is 90 minutes, please allow for an additional 30 minutes for set up and authentication. You will require a photo identification, quiet space, webcam, speakers and a reliable internet connection.

The exam schedule is available 24/7 so you can sit your exam at a time that suits you. Your voucher will be valid for 12 months, we do recommend you complete your examination as close to the course date as you can – this is when the information is fresh and relevant.

Course Material & Inclusions

This course comes with access to PeopleCert’s official training e-materials. The Learner kit includes;

Course workbooks/slideshow for students to download, or view on laptop or tablet devices
Official ITIL practice exams
Quick reference guide to assist with exam preparation

ITIL® 4 Specialist: Collaborate, Assure and Improve online exam voucher, valid for 12-months from date of issue.

A Take2 exam re-sit is included if there is a 'failure' result from the first attempt. Take2 will not be available from a missed or absent exam attempt.

The official ITIL 4 publication available from PeopleCert is included as an eBook. This will be provided on the first morning of the course as part of your PeopleCert exam voucher.

An amazing instructor who explained the content very clearly and at a very good pace. This was a good balance and approach to learning in a three day intensive period. I found the worked examples very practical and very relatable to the Defence industry sector I work in.

Mary W.

Satisfied Customer

Back to ITIL course

ITIL® 4 Specialist: Collaborate, Assure and Improve Course & Examination