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.
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
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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.
