Relationship Management Practice○ The key concepts of the practice.○ The processes of the practice.○ The roles and competences of the practice.○ How information and technology support and enable the practice.○ The role of partners and suppliers in the practice.○ How the ITIL® capability model can be used to develop the practice.○ The recommendations for the practice success.Supplier Management Practice○ The key concepts of the practice.○ The processes of the practice.○ The roles and competences of the practice.○ How information and technology support and enable the practice.○ The role of partners and suppliers in the practice.○ How the ITIL® capability model can be used to develop the practice.○ The recommendations for the practice success.Service Level Management Practice○ The key concepts of the practice.○ The processes of the practice.○ The roles and competences of the practice.○ How information and technology support and enable the practice.○ The role of partners and suppliers in the practice.○ How the ITIL® capability model can be used to develop the practice.○ The recommendations for the practice success.Information Security Management Practice○ The key concepts of the practice.○ The processes of the practice.○ The roles and competences of the practice.○ How information and technology support and enable the practice.○ The role of partners and suppliers in the practice.○ How the ITIL® capability model can be used to develop the practice.○ The recommendations for the practice success.Continual Improvement Practice○ The key concepts of the practice.○ The processes of the practice.○ The roles and competences of the practice.○ How information and technology support and enable the practice.○ The role of partners and suppliers in the practice.○ How the ITIL® capability model can be used to develop the practice.○ The recommendations for the practice success.Collaborate, Assure and Improve○ Understand the processes and value streams of the Collaborate, Assure and Improve practices.○ How information and technology support and enable the practices.○ Recommendations for the Collaborate, Assure and Improve practices success.

By completing this course, the following Learning Outcomes (LO) will be achieved:LO1: Apply stakeholder mapping to analyse stakeholders and their impact to the organization, using relationship management.LO2: Manage queries and concerns through written communications with stakeholders while upholding company’s interests in supplier management.LO3: Set stakeholders’ expectations and needs using service level management.L04: Maintain regular communications with stakeholders to foster alignment using continual improvement.L05: Identify stakeholders and their roles and responsibilities in information security management.

Course ID:

TGS-2024050787

Course duration:

4 days, 9am – 5pm

We offer flexible learning options (online, instructor-led, hybrid) to fit your learning style

Certifications

Meet your Trainers

Lionel Seaw

Principal Consultant Sapience Consulting

Lionel Seaw

Principal Consultant Sapience Consulting

ITIL®4 Specialist: Collaborate, Assure and Improve

Q: Am I Right For This Course?

The target audience for this course and qualification are :ITSM managers, aspiring managers and practicioners developing their ITSM knowledge based on ITIL4.ITSM practicioners that seek to validate their skills and knowledge in establishing effective cross-practice collaboration and value streams.Individuals who are pursuing the ITIL Master designation.Recommended Learner Profile:Language and literacy proficiency level : Minimum 3 GCE ‘O’ Levels Passes including English or WPL Level 5Required years of experience in relevant domain : Minimum of 1 year of working experience.

Q: Additional Information

Letter of Attendance from Sapience Consulting:Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Letter of Attendance from Sapience Consulting.The following information are relevant for candidates who are seeking SSG-funding support for the course:AssessmentsCandidates must pass all prescribed tests/assessments and attain 100% competency to be eligible for funding support.○ Mode of Assessment: Written Assessment, Case Study Assessment.Statement of Attainment (SOA) from SkillsFuture Singapore: After passing the assessment(s), you’ll receive a SkillsFuture Singapore Statement of Attainment (SOA) certifying that you have achieved the following Competency Standard(s):○ ICT-SCM-3004-1.1 -Stakeholder Management-4.Instructions to access and download your certificate can be found HERE.

About The Course

The ITIL4 Collaborate, Assure and Improve course is designed to equip IT professionals with the knowledge and skills required to effectively collaborate across the value streams, provide assurance and directed improvement to IT services in alignment with the ITIL4 framework. This course builds upon the foundational concepts of ITIL4 and aims to establish good cross-practice collaboration and effective service value streams in support of business objectives.

Participants will explore the key principles and practices of ITIL4 in the context of collaborating, assuring and improving IT services. Participants will gain deeper insights into relationship management, supplier management, service level management, information security management and continual improvement. with best practice guidance (centred around the four dimensions of service management) at both strategic, tactical and operational levels to maximise value from the ITIL4 practices.

By the end of this course, participants will possess a comprehensive understanding of ITIL4 principles and practices related to collaborating, assuring and improving IT services. The course also includes guidance to measure practice capability levels and understand factors that correlate with practice success.

What Will I Learn?

- Relationship Management Practice
  ○ The key concepts of the practice.
  ○ The processes of the practice.
  ○ The roles and competences of the practice.
  ○ How information and technology support and enable the practice.
  ○ The role of partners and suppliers in the practice.
  ○ How the ITIL® capability model can be used to develop the practice.
  ○ The recommendations for the practice success.
- Supplier Management Practice
  ○ The key concepts of the practice.
  ○ The processes of the practice.
  ○ The roles and competences of the practice.
  ○ How information and technology support and enable the practice.
  ○ The role of partners and suppliers in the practice.
  ○ How the ITIL® capability model can be used to develop the practice.
  ○ The recommendations for the practice success.
- Service Level Management Practice
  ○ The key concepts of the practice.
  ○ The processes of the practice.
  ○ The roles and competences of the practice.
  ○ How information and technology support and enable the practice.
  ○ The role of partners and suppliers in the practice.
  ○ How the ITIL® capability model can be used to develop the practice.
  ○ The recommendations for the practice success.
- Information Security Management Practice
  ○ The key concepts of the practice.
  ○ The processes of the practice.
  ○ The roles and competences of the practice.
  ○ How information and technology support and enable the practice.
  ○ The role of partners and suppliers in the practice.
  ○ How the ITIL® capability model can be used to develop the practice.
  ○ The recommendations for the practice success.
- Continual Improvement Practice
  ○ The key concepts of the practice.
  ○ The processes of the practice.
  ○ The roles and competences of the practice.
  ○ How information and technology support and enable the practice.
  ○ The role of partners and suppliers in the practice.
  ○ How the ITIL® capability model can be used to develop the practice.
  ○ The recommendations for the practice success.
- Collaborate, Assure and Improve
  ○ Understand the processes and value streams of the Collaborate, Assure and Improve practices.
  ○ How information and technology support and enable the practices.
  ○ Recommendations for the Collaborate, Assure and Improve practices success.

How Will I Benefit?

By completing this course, the following Learning Outcomes (LO) will be achieved:

LO1: Apply stakeholder mapping to analyse stakeholders and their impact to the organization, using relationship management.
LO2: Manage queries and concerns through written communications with stakeholders while upholding company’s interests in supplier management.
LO3: Set stakeholders’ expectations and needs using service level management.
L04: Maintain regular communications with stakeholders to foster alignment using continual improvement.
L05: Identify stakeholders and their roles and responsibilities in information security management.

Am I Right For This Course?

The target audience for this course and qualification are :

ITSM managers, aspiring managers and practicioners developing their ITSM knowledge based on ITIL4.
ITSM practicioners that seek to validate their skills and knowledge in establishing effective cross-practice collaboration and value streams.
Individuals who are pursuing the ITIL Master designation.

Recommended Learner Profile:

Language and literacy proficiency level : Minimum 3 GCE ‘O’ Levels Passes including English or WPL Level 5
Required years of experience in relevant domain : Minimum of 1 year of working experience.

Certification Examination

Candidates who attend the course will be better positioned to successfully complete the ITIL4 Specialist: Collaborate, Assure and Implement certification examination. The ITIL4 Foundation certification is a prerequisite to sitting this examination.

About the examination:

Exam duration : 90 minutes to complete the exam.
Exam format : 60 questions, multiple choice, proctored, closed book.
Passing score : 39 marks required to pass (out of 60 available) – 65%.

All exams will be conducted online. The exams are web-proctored by PeopleCert and are available 24/7. Successful participants earn the ITIL4 Specialist: Collaborate, Assure and Implement certification.

Additional Information

Letter of Attendance from Sapience Consulting:
Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Letter of Attendance from Sapience Consulting.

The following information are relevant for candidates who are seeking SSG-funding support for the course:

Assessments
Candidates must pass all prescribed tests/assessments and attain 100% competency to be eligible for funding support.
○ Mode of Assessment: Written Assessment, Case Study Assessment.
Statement of Attainment (SOA) from SkillsFuture Singapore:
After passing the assessment(s), you’ll receive a SkillsFuture Singapore Statement of Attainment (SOA) certifying that you have achieved the following Competency Standard(s):
○ ICT-SCM-3004-1.1 -Stakeholder Management-4.

Instructions to access and download your certificate can be found HERE.

Funding Available

SSG Funding

Please visit our SkillsFuture Singapore (SSG) Funding page for full details.

Terms and conditions apply.

PSEA Funding

Please visit our IBF STS programme page for full details. PSEA page for more info.

Terms and conditions apply.

SkillsFuture Credit

Please visit our SkillsFuture Credit page for full details.

Terms and conditions apply.

Supported by UTAP

NTUC members can use the Union Training Assistance Programme (UTAP) to partially cover the cost of their training.
Visit our UTAP page for more info.

Terms and conditions apply.

Schedule

Lionel Seaw

As Principal Consultant, Lionel Seaw offers extensive technical and managerial depth across government, pharmaceutical, and financial sectors. A trusted advisor, he combines real-world experience with a strategic helicopter-view to manage complex changes. Lionel is dedicated to building high-performance teams through effective methodologies and best practices, achieving mission-critical objectives with perseverance and focus.

Feisal Ismail

Feisal Ismail is an experienced technology and management leader who has supported organisations across government, pharmaceutical, technology, and financial services sectors. An ITIL and DevOps Institute Ambassador, he helps organisations align digital and technology strategies with broader business objectives through pragmatic, results-oriented guidance grounded in globally recognised best practices and real-world operational constraints. Meticulously organised and highly collaborative, Feisal is recognised for delivering effective and sustainable outcomes in complex engagements.

Tan Hoon-Wee

Tan Hoon Wee is an accomplished IT professional with extensive international experience in managing shared services and complex project delivery. Expert in both Waterfall and Agile methodologies, he holds prestigious certifications including PMP, PRINCE2, and CSM. He specialises in advising on organisational change and process optimisation, leveraging exceptional communication skills to maintain outstanding client relationships.

Yi-Jen Huang

Huang Yi-Jen is a specialist consultant in IT Governance and Management Frameworks. With a portfolio spanning Service Management, Agile, and Risk Management, she is recognised for achieving sustainable results through an organised, proactive delivery model. Yi-Jen is a natural communicator who excels at managing diverse stakeholders and solving complex challenges with an innovative, value-driven and professional mindset.

Luqman Haniff

Luqman Haniff is an IT security specialist with over a decade of experience advising SMEs on infrastructure and information security management. A meticulous problem solver, Haniff utilises a balanced macro-and-micro approach to tackle organisational vulnerabilities. He specialises in creating targeted, custom solutions that bridge the gap between technical necessity and cost-effective business strategy for robust protection.

Why Us?

Complimentary refresher

Participants can attend a complimentary refresher if they wish (1-year validity and subject to approval)

Post Course Advisory Support

Should you have questions after the course, you may contact the trainer for assistance regarding course material

E-learning Portal Access

1 year access to our E-learning portal. Including:
– E-books available for download
– Official sample exam
– Randomised quiz formulated by Sapience Trainers based on past examinations

Related courses

Looking for something specific?

ITIL®4 Specialist: Collaborate, Assure and Improve

Funding Available

Schedule

Why Us?

Related courses

Let us know

Login

Sign Up