ITIL^® Version 5 Practice Manager Training:
Collaborate, Assure & Improve (CAI)

In the ITIL Version 5 Practice Manager – Collaborate, Assure & Improve (CAI) training course, you will learn how to systematically organize and link collaboration, quality assurance, and continuous improvement. The focus is not only on providing services, but also on ensuring their quality, reliability, and further development in the long term.

The training focuses on the practices of relationship management, service level management, supplier management, information security management, and continual improvement. Together, these practices form the foundation for stable relationships, clear expectations, reliable performance, and sustainable development within and outside the organization.

You will learn how relationship management helps to build and maintain sustainable relationships with customers, users, and internal stakeholders. The aim is to make expectations transparent, build trust, and actively shape collaboration rather than leaving it to chance.

Another focus is on service level management. You will develop a clear understanding of how service levels can be defined, monitored, and developed in a meaningful way so that they are realistic, measurable, and value-oriented. ITIL Version 5 shows how service levels can be used as a joint management tool rather than purely as a means of control.

In the area of supplier management, you will learn how to manage external partners and suppliers in a targeted manner and integrate them into your own service organization. You will learn how to make dependencies transparent, coordinate services, and reduce risks in order to ensure reliable end-to-end service quality.

Another key topic of the training course is information security management. You will learn how to systematically integrate information security into services without unnecessarily restricting agility or user-friendliness. The focus is on consciously managing risks, taking protection requirements into account, and understanding security as an integral part of quality and trust.

The training is rounded off by Practice Continual Improvement. You will develop an understanding of how improvement is planned, prioritized, and implemented in a structured manner, and how insights from collaboration, service levels, supplier management, and security are used specifically for sustainable further development.

After completing the training, you will be able to understand collaboration, quality assurance, and continuous improvement as integral components of modern service organizations and effectively apply ITIL Version 5 in everyday operational and organizational activities. This will enable you to lay the foundation for reliable services, strong relationships, and long-term performance.

The ITIL Version 5 Practice Manager – Collaborate, Assure & Improve (CAI) training course is aimed at specialists and managers who are responsible for collaboration, service quality, and continuous improvement. It is particularly suitable for individuals who not only manage services operationally, but also want to ensure their quality, reliability, and further development in the long term.

The target audience includes employees from service management, supplier management, information security, and service and product teams who work with internal and external stakeholders. Roles with responsibility for service levels, contract and supplier management, and quality and improvement initiatives will also benefit from this training.

In addition, the training is suitable for team leaders, coordinators, and individuals with interface functions between business, IT, external partners, and governance. The training is particularly relevant for participants who want to structure collaboration, clearly define expectations, manage risks, and systematically embed continuous improvement in the organization.

The prerequisite for this ITIL Practice Manager training course is successful completion of ITIL v3, 4, or ITIL Version 5 Foundation.