ITIL® 4 Practice Manager Training: Collaborate, Assure & Improve (CAI) (English)

• IT service managers, IT operations managers and ITSM professionals responsible for service quality, stakeholder relationships or continual improvement
• Service owners, process owners, practice owners and team leads working with ITIL 4 practices in operational or governance roles
• Consultants, project managers and transformation roles supporting ITSM improvement, supplier coordination or service-level management
• Professionals pursuing the ITIL 4 Practice Manager path and preparing for the official CAI certification exam

• Confident application of the five ITIL 4 CAI practices in service-management contexts
• Sound understanding of practice success factors, key metrics, roles and competencies
• Ability to connect Relationship Management, Supplier Management, Service Level Management, Information Security Management and Continual Improvement in value streams
• Practical orientation for improving service quality, stakeholder collaboration and supplier performance
• Structured preparation for the official PeopleCert ITIL 4 Specialist: Collaborate, Assure & Improve exam
• Clear understanding of how CAI contributes to the ITIL 4 Practice Manager designation

ITIL 4 CAI module overview

• Purpose and structure of the ITIL 4 Specialist: Collaborate, Assure & Improve module
• Positioning within the ITIL 4 Practice Manager certification path
• Interaction of Relationship Management, Supplier Management, Service Level Management, Continual Improvement and Information Security Management
• Contribution of the five practices to service value streams and organizational outcomes

Relationship Management

• Establishing and maintaining stakeholder relationships at strategic and tactical levels
• Identifying stakeholder needs, expectations and changing requirements
• Improving cooperation between service providers, service consumers and internal teams
• Using practice success factors and key metrics to assess relationship performance

Service Level Management

• Defining business-based service targets for utility, warranty and experience
• Developing and maintaining service level agreements and service reporting
• Conducting service reviews and aligning expectations with customers and stakeholders
• Using measurement, feedback and reporting to improve service quality

Supplier Management

• Managing suppliers and their performance across the service ecosystem
• Supplier selection, categorization, evaluation and relationship governance
• Contract considerations, performance criteria and service integration aspects
• Risk-based coordination of suppliers, partners and internal stakeholders

Information Security Management

• Aligning information security requirements with services, practices and value streams
• Protecting information against unauthorized access, misuse and loss
• Embedding security responsibilities into operational and supplier-related activities
• Responding to changing risk situations and security requirements

Continual Improvement

• Applying continual improvement to products, services, practices and value streams
• Identifying improvement opportunities and prioritizing initiatives
• Using metrics, feedback and reviews to evaluate improvement progress
• Building continual improvement into daily service-management work

Practice integration and exam preparation

• Practice processes, activities, roles and competencies
• Use of information and technology to support collaboration, assurance and improvement
• Capability criteria and recommendations for successful practice adoption
• Review of exam-relevant concepts, sample scenarios and question types

• Trainer-led live instruction with accredited ITIL 4 learning materials
• Explanation of core concepts using practical IT service-management scenarios
• Interactive discussions on roles, responsibilities, practice interfaces and value-stream integration
• Practice-oriented exercises for applying CAI concepts to service quality, supplier coordination and continual improvement
• Exam preparation through review questions, terminology checks and discussion of typical question formats

This training prepares for the official ITIL® 4 Specialist: Collaborate, Assure & Improve certification by PeopleCert.

• Prerequisite: passed ITIL® 4 Foundation examination
• Exam format: closed-book online exam with 60 Objective Test Questions
• Duration: 90 minutes, with extra time available under PeopleCert rules for eligible candidates
• Passing score: 39 out of 60 marks, equivalent to 65 percent
• Question types include standard, negative, missing-word and list questions
• The certification confirms knowledge and application of the five CAI practices and counts toward the ITIL 4 Practice Manager designation

For the full ITIL 4 Practice Manager designation, this CAI certification must be combined with ITIL® 4 Specialist: Create, Deliver & Support (CDS).