Strengthen collaboration, assure quality & embed continual improvement sustainably
The ITIL® Version 5 Practice Manager – Collaborate, Assure & Improve (CAI) module teaches you how collaboration, quality assurance and continual improvement are designed, governed and seamlessly integrated into modern service organisations.
The focus is on ensuring that services are not only delivered — but that their quality, reliability and ongoing development are consistently secured.
This module is built around five key Practices:
- Relationship Management
- Service Level Management
- Supplier Management
- Information Security Management
- Continual Improvement
Together, these Practices form the foundation for strong relationships, clear expectations, reliable service performance and structured improvement within and beyond the organisation.
You will learn how to build sustainable relationships with customers, users and internal stakeholders, how to define and evolve meaningful Service Levels, how to integrate suppliers effectively into your service ecosystem, and how to embed information security into services without limiting agility.
The final Practice, Continual Improvement, brings these elements together and helps establish a culture of structured, ongoing enhancement.
After completing the course, you will be able to apply ITIL Version 5 CAI to strengthen collaboration, assure service quality and anchor improvement as a permanent organisational capability.
Our experienced trainers will show you how to:
- build and maintain strong stakeholder relationships
- define, monitor and evolve realistic, value-driven Service Levels
- manage suppliers transparently and reduce service risks
- integrate information security without hindering usability or agility
- plan, prioritise and execute continual improvement initiatives
- improve collaboration across teams and organisational boundaries
- use ITIL V5 CAI effectively in day‑to‑day operations
- prepare successfully for the official exam
Your benefits at a glance
- modern, practice‑oriented introduction to essential ITIL V5 Practices
- strong foundation for collaboration & stakeholder management
- structured governance for service quality & reliability
- continual improvement as an integrated organisational discipline
- ideal for service teams, product teams & governance roles
- official PeopleCert certification included (exam voucher)
Course Contents
Relationship Management
- building & maintaining strong customer and stakeholder relationships
- expectation setting & trust building
- proactive collaboration rather than reactive communication
Service Level Management
- defining realistic, measurable & value‑oriented SLAs
- using service levels as a shared steering mechanism
- monitoring, evaluating & improving service performance
Supplier Management
- integrating external suppliers & partners effectively
- managing dependencies, risks & performance
- ensuring end‑to‑end service reliability
Information Security Management
- embedding security into services without blocking agility
- risk‑based security decisions
- security as part of service quality & trust
Continual Improvement
- structured planning, prioritisation & delivery of improvements
- connecting insights from SLAs, suppliers, security & collaboration
- evidence‑based improvement for sustainable service evolution
Target Audience
This course is ideal for:
- professionals in Service Management & IT Service Operations
- Supplier Management & Information Security roles
- product and service teams collaborating with internal/external stakeholders
- roles responsible for service levels, vendor contracts & quality management
- team leads, coordinators & interface roles between business, IT & partners
- anyone aiming to structure collaboration, define expectations & embed improvement
Prerequisites
- successful completion of ITIL® v3, ITIL® 4 or ITIL® Version 5 Foundation
Exam Details (PeopleCert)
- Duration: 90 minutes
- Format: 60 multiple‑choice questions
- Passing score: 39 points (65%)
- Open book: no
- Exam language: English
- Delivery: online via Web‑Based Exam Driver
- Voucher validity: 12 months
Further details:
https://www.peoplecert.org/ways-to-get-certified/web-based-exam-driver-guidelines
Course Price
- Training: from €1,890.00 p.p. excl. VAT
- Learner Package: €529.00 p.p. excl. VAT
- Exam voucher: included
Notice
This course is delivered by SERVIEW GmbH.
ITIL® is a registered trademark of AXELOS Limited.
All rights reserved.