ITIL 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 integrate collaboration, quality assurance, and continuous improvement. The focus is not only on delivering services, but also on ensuring their quality, reliability, and ongoing development over 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 both within and outside the organization.

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

Another key focus is on service level management. You will develop a clear understanding of how to define, monitor, and refine service levels in a meaningful way so that they are realistic, measurable, and value-driven. ITIL Version 5 demonstrates how service levels can be used as a collaborative management tool rather than merely as a means of control.

In the Supplier Management module, you will learn how to effectively manage external partners and suppliers and integrate them into your own service organization. You will discover 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 is information security management. You will learn how to systematically integrate information security into services without unnecessarily limiting agility or user-friendliness. The focus is on consciously managing risks, taking protection needs into account, and understanding security as an integral part of quality and trust.

The training is rounded out by the "Practice Continual Improvement" module. You will develop an understanding of how improvement is systematically planned, prioritized, and implemented, and how insights gained from collaboration, service levels, supplier management, and security can be specifically leveraged for sustainable development.

Upon completion of 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 day-to-day operational and organizational activities. This will 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 designed for specialists and managers who are responsible for collaboration, service quality, and continuous improvement. It is particularly aimed at individuals who not only manage services from an operational perspective but also seek to ensure their quality, reliability, and long-term development.

The target audience includes employees from service management, supplier management, and information security, as well as from service and product teams who collaborate with internal and external stakeholders. Roles responsible 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 who serve as liaisons between business, IT, external partners, and governance. The training is particularly relevant for participants who wish to structure collaboration, clearly define expectations, manage risks, and systematically embed continuous improvement within the organization.

A prerequisite for this ITIL Practice Manager training is successful completion of the ITIL 4 or ITIL Version 5 Foundation exam.