ITIL®4 Combined Practitioner: Collaborate, Assure & Improve
3-Days

Contents

Relationship Management (RSM)

• The key concepts of the practice
  • Explain the purpose of the practice
  • Describe the PSFs & key metrics of the practice
  • Explain the key terms/concepts:
    • types of relationships in organizations (business associate, business friend, personal friend)
    • types of service relationships between organizations (basic, cooperative, partnership)
    • steps of service relationship journey (explore, engage, offer, agree, onboard/offboard, co-create, realize)
    • relationship models
• The processes of the practice
  • Describe inputs and outputs of the processes
  • Describe the key activities of the processes
  • Know how to integrate the practice in the organization’s value streams
• The roles and competences of the practice
  • Describe the responsibilities of the key roles of the practice:
    • relationship manager
    • relationship agent
  • Know how to position the practice in the organizational structure
• How information and technology support and enable the practice
  • Explain the tools application
  • Apply the recommendations on automation
• The role of partners and suppliers in the practice
  • Explain the dependencies of the practice on third parties
  • Explain how partners and suppliers can support the practice
• How the ITIL capability model can be used to develop the practice
  • Explain how capability criteria support the practice capability development
• The recommendations for the practice success
  • Understand the recommendations for relationship management success and how they are supported by the ITIL guiding principles.

Supplier Management (SM)

• The key concepts of the practice
  • Explain the purpose of the practice
  • Describe the PSFs & key metrics of the practice
  • Explain the key terms/concepts:
    • Supplier
    • Contract
    • RfX
    • RFI
    • RFP
    • RFQ
    • RFB
    • RFD
• The processes of the practice
  • Describe inputs and outputs of the processes
  • Describe the key activities of the processes
  • Know how to integrate the practice in the organization’s value streams
• The roles and competences of the practice
  • Describe the responsibilities of the key roles of the practice:
    • supplier manager
    • supplier coordinator
  • Know how to position the practice in the organizational structure
• How information and technology support and enable the practice
  • Explain the tools application
  • Apply the recommendations on automation
• The role of partners and suppliers in the practice
  • Explain the dependencies of the practice on third parties
  • Explain how partners and suppliers can support the practice
• How the ITIL capability model can be used to develop the practice
  • xplain how capability criteria support the practice capability development
• The Recommendations for the practice success
  • Understand the recommendations for supplier management success and how they are supported by the ITIL guiding principles

Service Level Management (SLM)

• The key concepts of the practice
  • Explain the purpose of the practice
  • Describe the PSFs & key metrics of the practice
  • Explain the key terms/concepts:
    • service quality
    • service level
    • service level agreement
    • utility, warranty, experience
• The processes of the practice
  • Describe inputs and outputs of the processes
  • Describe the key activities of the processes
  • Know how to integrate the practice in the organization’s value streams
• The roles and competences of the practice
  • o Describe the responsibilities of the key roles of the practice:
    • Service owner
    • Service level manager
  • Know how to position the practice in the organizational structure
• How information and technology support and enable the practice
  • Explain the tools application
  • Apply the recommendations on automation
• The role of partners and suppliers in the practice
  • Explain the dependencies of the practice on third parties
  • Explain how partners and suppliers can support the practice
• How the ITIL capability model can be used to develop the practice
  • Explain how capability criteria support the practice capability development
• The recommendations for the practice success
  • Understand the recommendations for service level management success and how they are supported by the ITIL guiding principles

Continual Improvement (CI)

• The key concepts of the practice
  • Explain the purpose of the practice
  • Describe the PSFs & key metrics of the practice
  • Explain the key terms/concepts:
    • Improvement
    • Vision
    • business as usual
    • improvement register
• The processes of the practice
  • Describe inputs and outputs of the processes
  • Describe the key activities of the processes
  • Know how to integrate the practice in the organization’s value streams
• The roles and competences of the practice
  • Describe the responsibilities of the key roles of the practice:
    • continual improvement coordinator
  • Know how to position the practice in the organizational structure
• How information and technology support and enable the practice
  • Explain the tools application
  • Apply the recommendations on automation
• The role of partners and suppliers in the practice
  • Explain the dependencies of the practice on third parties
  • Explain how partners and suppliers can support the practice
• How the ITIL capability model can be used to develop the practice
  • Explain how capability criteria support the practice capability development
• The recommendations for the practice success
  • Understand the recommendations for continual improvement success and how they are supported by the ITIL guiding principles

Information Security Management (ISM)

• The key concepts of the practice
  • Explain the purpose of the practice
  • Describe the PSFs & key metrics of the practice
  • Explain the key terms/concepts:
    • information security
    • characteristics (confidentiality, availability, integrity)
    • authentication
    • non-repudiation
    • threat, threat actor
    • vulnerability
    • risk, control, risk treatment, residual risk
• The processes of the practice
  • Describe inputs and outputs of the processes
  • Describe the key activities of the processes
  • Know how to integrate the practice in the organization’s value streams
• The roles and competences of the practice
  • Describe the responsibilities of the key roles of the practice:
    • chief information security officer
    • information security manager
• Know how to position the practice in the organizational structure
  • ow information and technology support and enable the practice
  • Explain the tools application
  • Apply the recommendations on automation
• The role of partners and suppliers in the practice
  • Explain the dependencies of the practice on third parties
  • Explain how partners and suppliers can support the practice
• How the ITIL capability model can be used to develop the practice
  • Explain how capability criteria support the practice capability development
• The recommendations for the practice success
  • Understand the recommendations for information security management success and how they are supported by the ITIL guiding principles

Collaborate, Assure and Improve

• Understand the processes and value streams of the Collaborate, Assure and Improve practices
  • Understand the role of the incident resolution service value stream in the organization’s service value system
  • Understand the role of the request fulfilment service value stream in the organization’s service value system
  • Know how the Collaborate, Assure and Improve practices contribute to the incident resolution service value stream
  • Know how the Collaborate, Assure and Improve practices contribute to the request fulfilment service value stream
• How information and technology support and enable the practices
  • Understand what information is exchanged between the Collaborate, Assure and Improve practices in the context of the incident resolution and request fulfilment service value streams
• Recommendations for the Collaborate, Assure and Improve practices success
  • Understand the recommendations for the Collaborate, Assure and Improve practices success and how They are supported by the ITIL guiding principles

Exam

• 90 minutes closed book exam
• 60 multiple choice questions (each one being worth 1 mark)
• Pass mark 39 out of 60 or 65%.
• Candidates must have passed the ITIL4 Foundation examination or be an ITIL4 Managing Professional to attend this course.

Dates For ITIL®4 Combined Practitioner: Collaborate, Assure & Improve

VIRTUAL training

• 18-20 November 2024
• 17-19 February 2025
• 19-21 May 2025

To book any of these dates, please see below.