Modern IT organisations must collaborate effectively across silos while assuring service quality and driving continual improvement. This course provides participants with the tools and frameworks to enhance transparency, ensure governance, and foster collaborative service delivery. They will engage with practice-based modules to reinforce alignment with ITIL® 4 strategic practices.
Learning Outcomes:
Understand collaboration and organisational change principles in IT service management
Apply assurance and governance mechanisms in a digital enterprise
Design continual improvement initiatives that deliver measurable value
Evaluate cultural and behavioural aspects of collaboration and change
Key Topics:
ITIL® 4 practices: relationship management, risk management, change enablement
Governance, assurance, and audit in IT environments
Organisational change management and cultural drivers
Tools and metrics for measuring improvement
Exam Details
This course is designed to build participants’ understanding of key concepts and domains covered in the ITIL® 4 Specialist: Plan, Implement and Control certification.
The course includes the ITIL® 4 Specialist: Plan, Implement and Control certification exam bundled with the course fee. Participants will receive an exam voucher for a webcam-proctored online examination conducted via the PeopleCert platform.
| Exam duration | 90 minutes |
| Number of questions | 40 |
| Question format | Multiple choice |
| Pass mark | 65% |
| Open book | No |
| Delivery format | Webcam-proctored online exam |
To maximise success, participants are strongly encouraged to complement the course with additional self-study, revision of course materials, and dedicated practice before attempting the exam.
ITIL® is a registered trademark of the PeopleCert group. Used under licence from PeopleCert. All rights reserved.
Module 1 | Introduction to the CAI practices
- Introduction to the CAI practices is published
Module 2 | Introduction to relationship management
- Value streams and processes
- Organizations and people
- Information and technology
- Partners and suppliers
- Relationship management capability development
Module 3 | Introduction to supplier management
- Value streams and processes
- Organizations and people
- Information and technology
- Partners and suppliers
- Supplier management capability development
Module 4 | Introduction to service level management
- Value streams and processes
- Organizations and people
- Information and technology
- Partners and suppliers
- Service level management capability development
Module 5 | Introduction to continual improvement
- Value streams and processes
- Organizations and people
- Information and technology
- Partners and suppliers
- Continual improvement capability development
Module 6 | Introduction to information security management
- Value streams and processes
- Organizations and people
- Information and technology
- Partners and suppliers
- Information security management capability development
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