ITIL Collaborate, Assure and Improve

Course overview

ITIL® 4 Specialist: Collaborate, Assure and Improve provides you with in-depth knowledge of five core ITIL practices that together contribute to well-functioning services, strong relationships and continuous improvement.
The course covers Relationship Management, Supplier Management, Service Level Management, Continual Improvement and Information Security Management.
You will learn how these practices can be applied both strategically and operationally and how they interact in the organization’s value streams. The course deals with, among other things, processes and activities, roles and responsibilities, metrics, technology support and collaboration with partners and suppliers.

Date Date

Location

Language Initial

Clear

Course Objective

After the course you can

Explain the purpose, central concepts and working methods within the five ITIL practices included in the course
Apply Relationship Management to develop and manage relationships with diverse stakeholders
Understand how Supplier Management is used to manage and develop relationships with suppliers
Apply Service Level Management to define, track and improve service quality
Use Continual Improvement to identify, prioritize, and implement improvements
Understand how Information Security Management helps protect your organization’s information
Integrate the different practices into the organization’s value streams
Understand relevant roles, responsibilities, success factors, and metrics
Assess and develop the organization’s ability within each practice

Target Group

The course is aimed at those who work with IT service management and want to deepen their practical application of ITIL.
It is suitable for:

IT Service Managers and Service Owners
Service Level Managers
Supplier Managers and Supplier Managers
Relationship Managers and Account Managers
People working with continuous improvement
Information security officers and others involved in information security governance
ITSM consultants and others who work with the development and management of IT services

Prerequisites

Certification in ITIL Foundation (version 4 or 5) or equivalent knowledge is recommended.

Certification

After completing the course, you will have the opportunity to get certified. Certification takes place online when you feel ready to take the test and you have one year to complete it. The course fee includes one certification attempt.

Trainer

The trainer for the course is one of our popular, accredited and experienced trainers from Brivalo.

More about the course

The course covers five ITIL practices:

Relationship Management
How the organization establishes and develops relationships with stakeholders at a strategic and tactical level.

Different types of relationships and service relationships
Service relationship journey
Processes and activities in Relationship Management
Roles and responsibilities
Metrics and success factors
Technology support and automation
Collaboration with partners and suppliers
Development of the organisation’s capabilities in the field

Supplier Management
How the organization’s suppliers and their performance are managed to ensure quality and continuous value creation.

Key concepts in supplier management
Suppliers, contracts and procurement
RFI, RFP, RFQ and other forms of inquiries
Processes and activities in Supplier Management
Roles and responsibilities
Metrics and success factors
Technology support and automation
Development of the organisation’s capabilities in the field

Service Level Management
How activity-based quality of service objectives are defined, monitored and improved.

Quality of service and service levels
Service Level Agreements
Utility, warranty and user experience
Processes and activities within Service Level Management
Service Owner and Service Level Manager
Metrics and follow-up
Technology support and automation
Collaboration with partners and suppliers
Development of the organisation’s capabilities in the field

Continual Improvement
How improvements are identified, prioritized, organized and implemented as an integral part of the business.

Key concepts in continuous improvement
Vision and improvement goals
Improvement register
Continuous improvement processes and activities
Roles and responsibilities
Metrics and success factors
Integration of improvement work into the organization’s value streams
Development of the organization’s ability to improve

Information Security Management
How your organization protects the information required for business and service delivery.

Confidentiality, integrity and availability
Authentication and non-repudiation
Threats, vulnerabilities and information security risks
Controls and risk management
Processes and activities in Information Security Management
Roles and responsibilities
Metrics and success factors
The role of technology in information security
Collaboration with partners and suppliers
Development of the organisation’s capabilities in the field

Collaboration between practices

The course also covers how the five practices interact in the organization’s value streams, what information is exchanged between them and how ITIL guiding principles can be used to create conditions for a successful way of working.

Course overview

28500 kr

3 days

Advanced

Can’t find a (suitable) date, but are interested in the course? Send in an expression of interest and we will do what we can to get an opportunity that suits.

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Allmänna Villkor.

Company-adapted course

The course can be adapted from several perspectives:

Content and focus area
Scope of application
Structure

In collaboration with the course leader, we make sure that the course meets your wishes