SM ITIL®4 Practitioner: Collaborate, Assure & Improve (CAI)

Who is this course for

This course is ideal for IT professionals involved in service management, governance, and improvement. It suits roles such as Operations Directors, Service Managers, and Product Managers, as well as anyone aiming to advance their ITIL expertise and contribute to strategic service delivery. Candidates should already hold the ITIL 4 Foundation or Managing Professional Transition certification.

Purpose of the course

To equip IT professionals with the knowledge and skills to effectively collaborate, assure service quality, and drive improvement across key ITIL practices, thereby enhancing organisational performance and individual capability.

You will learn how to

• Understand the key concepts and success factors of the five ITIL practices.


• Apply processes and key activities to enhance collaboration and assurance.


• Develop competencies for driving improvement initiatives.


• Leverage information and technology to support practice integration.


• Collaborate effectively with partners and suppliers.


• Align practices with the ITIL capability model and guiding principles.


• Demonstrate strategic and operational understanding of service management.

Benefits for you as an individual

For individuals, this course provides a valuable opportunity to deepen their expertise in IT service management and gain a globally recognised certification. Learners develop practical skills in managing relationships, suppliers, service levels, and security, while also mastering techniques for continual improvement. These competencies not only enhance their current performance but also open doors to career advancement in roles such as Service Manager, Operations Director, or IT Governance Lead. The course empowers professionals to contribute more strategically to their organisations and positions them as key drivers of service excellence and innovation.

Benefits for your organisation

Organisations that adopt the ITIL® 4 Specialist: Collaborate, Assure and Improve framework benefit from enhanced collaboration across departments and improved alignment between IT and business objectives. The integration of key practices such as Relationship Management, Supplier Management, and Continual Improvement fosters a culture of accountability and proactive service enhancement. By embedding assurance and improvement mechanisms into service delivery, organisations can achieve higher service quality, better risk management, and more effective supplier performance. This leads to increased customer satisfaction, operational efficiency, and strategic agility in a competitive digital landscape.

Prerequisites

Delegates must have obtained a PASS in the ITIL®4 Foundation Certificate.

Additional Exam Information

• Type: Multiple choice


• Number of Questions: 60


• Duration: 90 minutes


• Pass Mark: 65% (i.e., 39 correct answers out of 60)


• Open Book: No (closed book exam)

Pre-Coursework

Delegates are strongly encouraged to register their exam voucher at the earliest opportunity in order to gain access to the digital version of the practice guides.

PLEASE NOTE – Paper copies of the practice guides are NOT available for this course.
Delegates should read the practice guides prior to attending the course. The guides are around 60 pages each so delegates would be advised to allow at least an hour and a half per guide in order to read the content.