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ITIL4-CAI Exam Topics and Domains
ITIL4-CAI is organized into 6 weighted domains.
Relationship Management
Key Concepts of Relationship Management
- Understand the key concepts of the Relationship Management practice
- Establish a common approach to relationships and relationship management across the organisation
- Ensure successful relationships within the organisation and with external parties including customers, users, partners and suppliers
- Promote shared or mutually recognised goals, no-blame cooperation and collaboration, continuous learning, open communication, and conflict prevention and mediation
- Identify and manage stakeholders and their interests
Value Streams and Processes
- Understand the processes of the Relationship Management practice
- Learn how to integrate the practice into the organisation's value streams
Organisations and People
- Understand the key roles of the Relationship Management practice
- Understand how to position the practice effectively within the organisation
Information and Technology
Understand how information and technology support and enable the Relationship Management practice
Partners and Suppliers
Understand the role of partners and suppliers in the Relationship Management practice
Capability Development
Measure, assess and develop the Relationship Management practice capability using the ITIL Maturity Model
Supplier Management
Key Concepts of Supplier Management
- Understand the key concepts of the Supplier Management practice
- Ensure effective use of third-party services through a common sourcing strategy approach
- Maintain a single point of control on active and planned supplier contracts and services
- Define strategies for evaluating and selecting suppliers
- Ensure consumed services meet or exceed agreed service levels
- Optimise cost of consumed services
- Understand and control associated risks
Value Streams and Processes
- Understand the processes of the Supplier Management practice
- Learn key activities and how to integrate into value streams
Organisations and People
Understand the key roles and competences of the Supplier Management practice
Information and Technology
Understand how information and technology support and enable the Supplier Management practice
Partners and Suppliers
Understand the role of partners and suppliers in the Supplier Management practice
Capability Development
Measure, assess and develop the Supplier Management practice capability using the ITIL Maturity Model
Service Level Management
Key Concepts of Service Level Management
- Understand the key concepts of the Service Level Management practice
- Set and manage a shared view of service quality between provider and consumer
- Monitor and evaluate actual service quality
- Drive continual improvement of services and agreements
- Translate stakeholder expectations and needs into metrics
- Manage ongoing delivery and improvement through well-documented SLAs
Value Streams and Processes
Understand the processes of the Service Level Management practice
Organisations and People
Understand the key roles and competences of the Service Level Management practice
Information and Technology
Understand how information and technology support and enable the Service Level Management practice
Partners and Suppliers
Understand the role of partners and suppliers in the Service Level Management practice
Capability Development
Measure, assess and develop the Service Level Management practice capability using the ITIL Maturity Model
Continual Improvement
Key Concepts of Continual Improvement
- Understand the key concepts of the Continual Improvement practice
- Adapt to changing business needs and maintain/increase value from the SVS
- Enhance product and service quality, reliability and responsiveness
- Improve overall capabilities to deliver and manage services efficiently
- Develop an organisational culture of engagement, empowerment and innovation
Value Streams and Processes
Understand the processes of the Continual Improvement practice
Organisations and People
Understand the key roles and competences of the Continual Improvement practice
Information and Technology
Understand how information and technology support and enable the Continual Improvement practice
Partners and Suppliers
Understand the role of partners and suppliers in the Continual Improvement practice
Capability Development
Measure, assess and develop the Continual Improvement practice capability using the ITIL Maturity Model
Information Security Management
Key Concepts of Information Security Management
- Understand the key concepts of the Information Security Management practice
- Ensure products and services meet required information security levels
- Protect technology and data assets crucial for operations
- Protect the organisation, employees and customers from cybercrime
- Provide a clear picture of information security threats and vulnerabilities
Value Streams and Processes
Understand the processes of the Information Security Management practice
Organisations and People
- Understand the key roles and competences of the Information Security Management practice
- Identify stakeholders and their roles and responsibilities in information security management
Information and Technology
Understand how information and technology support and enable the Information Security Management practice
Partners and Suppliers
Understand the role of partners and suppliers in the Information Security Management practice
Capability Development
Measure, assess and develop the Information Security Management practice capability using the ITIL Maturity Model
Cross-Practice Integration: Collaborate, Assure and Improve
Cross-Practice Value Streams and Processes
- Understand the processes and value streams of the Collaborate, Assure and Improve practices
- Understand the interfaces and synergies across the five practices
ITIL Guiding Principles for CAI Success
- Understand recommendations for Collaborate, Assure and Improve success
- Understand how recommendations are supported by the ITIL guiding principles
Technology Enablement Across Practices
Understand how information and technology support and enable the CAI practices to deliver improvements
How do I earn this certification?
Passing ITIL4-CAI earns the ITIL 4 Specialist: Collaborate, Assure and Improve certification. It sits in the ITIL 4 Practice Manager track.
- ITIL4-MSF - ITIL 4 Specialist: Monitor, Support and FulfilCovers 5 practices: Incident Management, Service Desk, Service Request Management, Monitoring and Event Management, Problem Management
- ITIL4-PIC - ITIL 4 Specialist: Plan, Implement and ControlCovers 5 practices: Change Enablement, Deployment Management, Release Management, Service Configuration Management, IT Asset Management
- ITIL4-MSF - ITIL 4 Specialist: Monitor, Support and FulfilAlternative bundled practice module covering operational practices (Incident, Service Desk, Service Request, Monitoring, Problem Management)
- ITIL4-PIC - ITIL 4 Specialist: Plan, Implement and ControlAlternative bundled practice module covering change and deployment practices (Change Enablement, Deployment, Release, Configuration, IT Asset Management)
Practice with Precision
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How to study for this exam?
The most effective way to prepare for ITIL4-CAI is by using the PlanetCert Simulator to practice questions and review detailed explanations.
Who should take this exam?
- Minimum 1 year of working experience in IT service management
- Familiarity with ITIL 4 concepts and terminology