ITIL®4 Specialist – Collaborate, Assure and Improve

The ITIL Collaborate, Assure and Improve course provides practical knowledge and skills to effectively establish and nurture relationships with internal and/or external customers, boost by clear business-based targets for service levels with appropriate protection on the information and aligne all of this with changing business needs through ongoing improvements.

You will learn:

• Key concepts, principles, value and challenges of the five management practices of ITIL 4
• Understand the strategic and operational requirements for co-creating value and achieving business goals
• Integrate practices into the organization’s value streams
• Understand the interfaces and synergies between these five practices
• Apply metrics and success factors to improve performance of the practices
• With usage of the ITIL Maturity model to measure, assess and develop the capabilities of individual practices

The course is intended for everyone who wants to improve their knowledge of individual practices and know how to use them for functioning Service value streams.

Popular among professionals who have advanced to roles such as:

• IT Operations
• IT Manager
• IT Service Manager
• Product Manager

The ITIL 4 Collaborate, Assure and Improve course is structured and aligned with the ITIL framework. It deals with Value streams and their integration with other practices. It also uses the Guiding principles adaptation.

The course covers in detail each of the following practices:

• Relationship Management
• Supplier Management
• Service Level Management
• Continual Improvement
• Information Security Management

For each of the practices is described:

• The objective of the practice
• Relevant processes, their activities, inputs and outputs
• Practice Success Factors (PSFs) and Key Performance Indicators (KPIs)
• Roles and competencies
• Key terms and concepts (eg. Stakeholder mapping, RfX, SLAs, Improvement register, Asset, Threat register, Risk,…. )
• Process roles (eg. Supplier Manager, Service Owner, Chief information security officer,…)
• Skills and capabilities needed to function effectively
• Supporting information and tools
• Possibilities of using automation
• Necessary cooperation of suppliers and third parties
• Recommendations for the proper functioning of the practices

The course candidate must hold the “ITIL®4 Foundation” certificate. The certificate must be shown before taking the course.

Note: The certification test cannot be taken without prior participation in this accredited course.

• The course is led by trainers with ITIL® Master certification, but also by experienced consultants with many projects of adoption and adaptation of ITIL® best practice in the environment of various organizations. Therefore, you will learn real practical experience on the course.
• OMNICOM team is part of the prestigious Axelos ITIL Development Group and co-authors of selected ITIL practices.
• The course contains several practical exercises that help the understanding of individual principles.
• We include innovative teaching methods in the courses, which allow a better understanding of the course content and increase the chance of successfully passing the certification exam.
• We are constantly improving the level of courses and lecturers – participation in professional associations such as itSMF Slovakia and running the most extensive professional portal in the field of best practice allows us to keep improving.

Study materials (Student Books) are designed to support simple and quick preparation for the certification exam, but at the same time provide more demanding candidates with a rich amount of additional information and knowledge for further use in everyday practice.

The course includes theory and practical exercises in the form of workshops and case studies.

The AXELOS certification exam for obtaining the internationally valid ITIL®4 Collaborate, Assure and Improve certificate is included in the course price and takes place online at the date booked with PeopleCert.

The exam is in online form and consists of choosing the correct answers from the given options.

The exam consists of 60 questions, while at least 39 questions (65%) must be answered correctly for successful completion.

The exam is of the “closed book” type. No literature or electronic devices are allowed during the exam. It is allowed to use a traditional translation dictionary.

The length of the exam is 113 minutes (90 minutes for English native speakers).

Free one-month access to the myITIL program from AXELOS for all exam candidates.

The validity of the ITIL®4 Collaborate, Assure and Improve certificate is 3 years.