ITIL®4 Specialist: Collaborate, Assure and Improve

The ITIL4 Collaborate, Assure and Improve course is designed to equip IT professionals with the knowledge and skills required to effectively collaborate across the value streams, provide assurance and directed improvement to IT services in alignment with the ITIL4 framework. This course builds upon the foundational concepts of ITIL4 and aims to establish good cross-practice collaboration and effective service value streams in support of business objectives.

Participants will explore the key principles and practices of ITIL4 in the context of collaborating, assuring and improving  IT services. Participants will gain deeper insights into relationship management, supplier management, service level management, information security management and continual improvement. with best practice guidance (centred around the four dimensions of service management) at both strategic, tactical and operational levels to maximise value from the ITIL4 practices.

By the end of this course, participants will possess a comprehensive understanding of ITIL4 principles and practices related to collaborating, assuring and improving IT services. The course also includes guidance to measure practice capability levels and understand factors that correlate with practice success.

• Relationship Management Practice
  ○ The key concepts of the practice.
  ○ The processes of the practice.
  ○ The roles and competences of the practice.
  ○ How information and technology support and enable the practice.
  ○ The role of partners and suppliers in the practice.
  ○ How the ITIL® capability model can be used to develop the practice.
  ○ The recommendations for the practice success.
  

• Supplier Management Practice
  ○ The key concepts of the practice.
  ○ The processes of the practice.
  ○ The roles and competences of the practice.
  ○ How information and technology support and enable the practice.
  ○ The role of partners and suppliers in the practice.
  ○ How the ITIL® capability model can be used to develop the practice.
  ○ The recommendations for the practice success.
• Service Level Management Practice
  ○ The key concepts of the practice.
  ○ The processes of the practice.
  ○ The roles and competences of the practice.
  ○ How information and technology support and enable the practice.
  ○ The role of partners and suppliers in the practice.
  ○ How the ITIL® capability model can be used to develop the practice.
  ○ The recommendations for the practice success.
• Information Security Management Practice
  ○ The key concepts of the practice.
  ○ The processes of the practice.
  ○ The roles and competences of the practice.
  ○ How information and technology support and enable the practice.
  ○ The role of partners and suppliers in the practice.
  ○ How the ITIL® capability model can be used to develop the practice.
  ○ The recommendations for the practice success.
• Continual Improvement Practice
  ○ The key concepts of the practice.
  ○ The processes of the practice.
  ○ The roles and competences of the practice.
  ○ How information and technology support and enable the practice.
  ○ The role of partners and suppliers in the practice.
  ○ How the ITIL® capability model can be used to develop the practice.
  ○ The recommendations for the practice success.
• Collaborate, Assure and Improve
  ○ Understand the processes and value streams of the Collaborate, Assure and Improve practices.
  ○ How information and technology support and enable the practices.
  ○ Recommendations for the Collaborate, Assure and Improve practices success.
  

By completing this course, the following Learning Outcomes (LO) will be achieved:

• LO1: Apply stakeholder mapping to analyse stakeholders and their impact to the organization, using relationship management.
• LO2: Manage queries and concerns through written communications with stakeholders while upholding company’s interests in supplier management.
• LO3: Set stakeholders’ expectations and needs using service level management.
• L04: Maintain regular communications with stakeholders to foster alignment using continual improvement.
• L05: Identify stakeholders and their roles and responsibilities in information security management.

Candidates who attend the course will be better positioned to successfully complete the ITIL4 Specialist: Collaborate, Assure and Implement certification examination. The ITIL4 Foundation certification is a prerequisite to sitting this examination.

About the examination:

• Exam duration : 90 minutes to complete the exam.
• Exam format : 60 questions, multiple choice, proctored, closed book.
• Passing score : 39 marks required to pass (out of 60 available) – 65%.

All exams will be conducted online. The exams are web-proctored by PeopleCert and are available 24/7. Successful participants earn the ITIL4 Specialist: Collaborate, Assure and Implement certification.

Letter of Attendance from Sapience Consulting:
Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Letter of Attendance from Sapience Consulting.

The following information are relevant for candidates who are seeking SSG-funding support for the course:

• Assessments
  Candidates must pass all prescribed tests/assessments and attain 100% competency to be eligible for funding support.
  ○ Mode of Assessment: Written Assessment, Case Study Assessment.
• Statement of Attainment (SOA) from SkillsFuture Singapore:
  After passing the assessment(s), you’ll receive a SkillsFuture Singapore Statement of Attainment (SOA) certifying that you have achieved the following Competency Standard(s):
  ○ ICT-SCM-3004-1.1 -Stakeholder Management-4.