ITIL® Specialist: Collaborate, Assure and Improve
The ITIL® Specialist: Collaborate, Assure and Improve course provides practical guidance across five interconnected ITIL management practices: Relationship Management, Supplier Management, Service Level Management, Continual Improvement and Information Security Management.
Delegates learn how these practices support collaboration, assurance and improvement at both strategic and operational levels. The course explores their key concepts, processes, roles, practice success factors and metrics, as well as how they work together within organizational value streams.
By completing the course, delegates will be prepared to apply the five practices in the workplace and take the associated PeopleCert examination.
ITIL Specialist: Collaborate, Assure and Improve enables professionals to:
- Define the key concepts, principles, value and challenges of the five ITIL management practices covered by the course
- Ensure stakeholders understand the strategic and operational requirements to co-create value and achieve business goals
- Integrate the practices in the organization’s value streams
- Understand the interfaces and synergies across these five practices
- Apply metrics and practice success factors to improve performance
- Assess and develop the capability of the five practices using the ITIL Maturity Model.
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
- Describe the responsibilities of the key roles of the practice:
- 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
- Describe the responsibilities of the key roles of the practice:
- 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 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
- 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
- Describe the responsibilities of the key roles of the practice:
- 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
- Describe the responsibilities of the key roles of the practice:
- 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
- Describe the responsibilities of the key roles of the practice:
- 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 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
The ITIL® Specialist: Collaborate, Assure and Improve examination consists of 60 multiple-choice questions. Each question is worth one mark, and candidates must achieve 39 marks out of 60 to pass.
To attend this course, delegates must hold ITIL Foundation from any version of ITIL or the ITIL 4 Managing Professional designation. Accredited training is mandatory before examination results can be released.
Virtual Training • Live Instructor-Led Online
Join an expert trainer in a live online classroom. The course is delivered in real time and includes trainer explanation, discussion, exercises and opportunities to ask questions. Electronic course materials and joining instructions are provided before the course.
e-Learning • Self-Paced
Study through professionally produced online learning at your own pace, with extended platform access so you can work around your existing commitments. The package includes the learning materials, interactive activities, practice questions and the relevant examination voucher where applicable.
e-Learning+ • Self-Paced + Extras
e-Learning+ includes everything provided with the standard e-Learning package (learning materials, interactive activities, practice questions and the relevant examination voucher where applicable), together with additional preparation and reassurance. This includes a mock examination and the PeopleCert Take2 exam re-sit option, subject to the applicable examination terms.
How it works
Book Online
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Start Date
Exam Voucher Provided
Self-Paced Learning
Complete Exam
Certification
Purchase Online
Start Date
Exam Voucher Provided
Self-Paced Learning
Mock Examination
Complete Exam
Certification
Frequently Asked Questions
This course is intended for IT professionals who already hold an eligible ITIL Foundation or Managing Professional qualification and want to develop practical capability across five interconnected ITIL management practices.
The price includes live virtual tuition and the course materials shown in the booking sidebar. Where applicable, the official examination is also included. Please check the “What’s Included” list for the exact inclusions for this course.
Yes. We can deliver private training for your team, either at your premises or through a dedicated live virtual session. Contact us with the number of delegates and your preferred dates, and we will provide a tailored quotation.
Cancellations and transfers are subject to our booking terms. Please see our Terms and Conditions for the applicable notice periods, charges and other important information.
Group discounts may be available when two or more delegates book the same course. Please contact us for a quotation.
Select your preferred date and click “Book Now” to book online. Alternatively, contact us on 01706 361110 or at and we will arrange the booking for you.
This course is intended for IT professionals who already hold an eligible ITIL Foundation or Managing Professional qualification and want to develop practical capability across five interconnected ITIL management practices.
The price includes access to the self-paced online learning and the materials shown in the booking sidebar. Where applicable, the relevant examination voucher is also included. Please check the “What’s Included” list for the exact inclusions for this course.
After your purchase, we will contact you to confirm your preferred start date. Your course access and examination voucher will then be arranged. Please allow time for your booking to be processed.
Cancellation rights for digital learning may depend on whether course access has already been arranged or activated. Please see our Terms and Conditions for full details or contact us before purchasing if you have any questions.
Discounts may be available when purchasing e-Learning for multiple learners. Please contact us for a quotation.
The access period varies by course and is shown in the “What’s Included” information on the booking panel. Your access period begins from the agreed course start date.
Click “Book Now” to purchase the course online. We will then contact you to confirm your preferred start date and arrange access. Alternatively, call 01706 361110 or email and we will arrange the booking for you.
This course is intended for IT professionals who already hold an eligible ITIL Foundation or Managing Professional qualification and want to develop practical capability across five interconnected ITIL management practices.
The price includes everything provided with the standard e-Learning package, together with the additional items shown in the booking sidebar. These may include a mock examination and an exam re-sit option. Please check the “What’s Included” list for the exact inclusions for this course.
e-Learning+ includes the same self-paced online learning as the standard e-Learning package, with additional exam preparation and support. The precise extras are shown in the “What’s Included” information for each course.
After your purchase, we will contact you to confirm your preferred start date. Your course access and examination voucher will then be arranged. Please allow time for your booking to be processed.
The access period varies by course and is shown in the “What’s Included” information on the booking panel. Your access period begins from the agreed course start date.
Yes. We can arrange e-Learning+ access for multiple learners and may be able to offer a tailored package. Contact us with your requirements and we will provide a quotation.
Cancellation rights for digital learning may depend on whether course access has already been arranged or activated. Please see our Terms and Conditions for full details or contact us before purchasing if you have any questions.
Discounts may be available when purchasing e-Learning+ for multiple learners. Please contact us for a quotation.
Click “Book Now” to purchase the course online. We will then contact you to confirm your preferred start date and arrange access. Alternatively, call 01706 361110 or email and we will arrange the booking for you.
Course Dates & Pricing
for ITIL® Specialist: Collaborate, Assure and Improve
| Start Date | End Date | Duration | Location | Delivery | Price | |
|---|---|---|---|---|---|---|
| 20 Jan 2027 | 22 Jan 2027 | 3 Days | Online | Virtual | £1,695 + VAT (£2,034 inc VAT) | Book Now Enquire |
| 23 Mar 2027 | 25 Mar 2027 | 3 Days | Online | Virtual | £1,695 + VAT (£2,034 inc VAT) | Book Now Enquire |
| 19 May 2027 | 21 May 2027 | 3 Days | Online | Virtual | £1,695 + VAT (£2,034 inc VAT) | Book Now Enquire |
Need different dates or an in-house course? We can arrange bespoke sessions for your team. Contact us to discuss your requirements →
Trusted by IT professionals
"So many courses omit the practical application of theories or best practice. This course was the opposite, and Grab@Pizza was a fantastic experience."
"Really enjoyed the course. A lot to take back, a real eye-opener on all the ITIL parts we have not got quite right. Highly recommended to all senior IT management. "
"I'd like to thank Sysop for another great course. (Service Operation) John (Allder) did an excellent job in delivery and I look forward to the next one (although I'll wait to see my exam result before booking anything!) The exam was tougher than I'd expected but fingers crossed I've come through it! "