ITIL® 4 Specialist: Collaborate, Assure & Improve

What you will learn in ITIL 4 Specialist: Collaborate, Assure & Improve

By completing this course, you will be able to:

• Understand the principles, value, and challenges of ITIL 4’s five management practices.
• Ensure stakeholders comprehend the strategic and operational requirements necessary for co-creating value and achieving business goals.
• Learn how to integrate these practices into the organisation’s value streams for enhanced efficiency.
• Understand the interfaces and synergies across the five practices, fostering cohesive collaboration.
• Apply metrics and practice success factors to continually improve performance.
• Measure, assess, and enhance the capability of the practices using the ITIL Maturity Model.

And for each practice:

Relationship Management:

• Establish a common approach to relationships and relationship management across the organisation
• Ensure successful relationships within and outside the organisation
• Promote shared goals, collaboration, open communication, and conflict prevention
• Identify and manage stakeholders and their interests

Supplier Management:

• Ensure effective use of third-party services by establishing a common approach to sourcing strategy and manage supplier relationships
• Maintain control on active and planned supplier contracts and services
• Define strategies for evaluating and selecting suppliers, ensuring consumed services meet agreed service levels, optimise cost, understand and control risk
• Improve customer satisfaction and loyalty

Service Level Management:

• Set and manage a shared view of the quality of services between the service provider and the service consumer
• Monitor and evaluate the actual service quality and continual improvement of the services and agreements
• Translate stakeholder expectations and needs into metrics, then organize and manage the resources appropriately
• Manage ongoing delivery and improvement of services through well-documented agreement such as the service level agreement (SLA)

Continual Improvement:

• Adapt to changing business needs and maintain/increase the value generated by the service value system
• Enhance product and service quality, reliability, and responsiveness
• Improve overall capabilities to deliver and manage services efficiently
• Develop an organisational culture of engagement, empowerment, and innovation

Information Security Management:

• Ensure products and services meet the required level of information security
• Protect technology and data assets crucial for the organisation’s operations
• Protect the organisation, its employees, and its customers from cybercrime
• Provide a clear picture of information security threats and vulnerabilities

As well as measure, assess and develop the capability of the above practices in your organisation by using the ITIL Maturity Model