ITIL CAI Sample Questions & Practice Test

ITIL Collaborate, Assure and Improve (CAI) is a PeopleCert ITIL Practice Manager bundle focused on collaboration, assurance, supplier and relationship work, service levels, security, and improvement.

This page includes 12 original CAI sample questions for initial review. Full IT Mastery practice for CAI is not live yet; use the Notify me form if this ITIL bundle is the route you want prioritized.

ITIL CAI exam snapshot

• Provider: PeopleCert
• Official route: ITIL Collaborate, Assure and Improve
• Common short form: CAI
• Family: ITIL Practice Manager bundle
• Best fit: service owners, ITSM leads, relationship managers, supplier managers, assurance leads, and improvement candidates

What CAI questions usually test

• managing relationships, suppliers, and service expectations
• assuring service quality, security, and compliance
• using service level management for useful commitments
• improving practices with evidence and stakeholder input
• coordinating teams and partners around shared service value

Common CAI traps

Sample Exam Questions

Try these 12 original sample questions for ITIL Collaborate, Assure and Improve. They are written for self-assessment and are not official exam questions.

Question 1

Topic: relationship management

A business team says IT delivers reports on time but never discusses changing business needs. Which practice gap is most likely?

• A. Relationship management
• B. Deployment management
• C. Event management
• D. Backup management

Best answer: A

Explanation: Relationship management maintains ongoing engagement, understands needs, and supports value over time. Timely delivery alone does not guarantee relationship quality.

Question 2

Topic: service level management

Which service level is most useful?

• A. “Service will be good.”
• B. “Priority 1 incidents will have a target restoration time, reporting cadence, and escalation path agreed with stakeholders.”
• C. “IT will try hard.”
• D. “All services have the same priority.”

Best answer: B

Explanation: Useful service levels are clear, measurable, relevant, and tied to stakeholder expectations.

Question 3

Topic: supplier management

A supplier repeatedly misses restoration commitments for a critical component. What should the service owner do?

• A. Ignore the issue because the supplier is external
• B. Stop tracking supplier performance
• C. Review supplier performance, obligations, escalation paths, and improvement actions
• D. Blame users for raising incidents

Best answer: C

Explanation: Supplier performance is part of service value. CAI expects supplier issues to be managed with evidence, accountability, and improvement actions.

Question 4

Topic: information security management

A proposed process improvement would speed access requests but remove checks for privileged access. What should be considered?

• A. Speed only
• B. The color of the access form
• C. Whether no one notices the control removal
• D. Security and compliance risk, business value, and alternative controls

Best answer: D

Explanation: Assurance includes confidence that services remain secure and compliant. Improvement should not remove critical controls without risk review.

Question 5

Topic: continual improvement

What makes an improvement proposal stronger?

• A. Clear problem, expected value, owner, measure, priority, and next action
• B. A vague statement that improvement is needed
• C. No evidence
• D. A solution chosen before the problem is understood

Best answer: A

Explanation: CAI links improvement to evidence and accountability. A strong proposal can be assessed and progressed.

Question 6

Topic: assurance

What does service assurance help provide?

• A. A guarantee that no service can fail
• B. Confidence that services, practices, and controls are fit for purpose and working as intended
• C. A way to avoid all monitoring
• D. A replacement for stakeholder communication

Best answer: B

Explanation: Assurance provides confidence through evidence. It does not eliminate risk or replace ongoing management.

Question 7

Topic: collaboration

An improvement requires application, network, supplier, and service desk changes. What is the best CAI approach?

• A. Let each group work separately with no shared plan
• B. Ask only the service desk to fix everything
• C. Coordinate shared goals, responsibilities, dependencies, communication, and decision points
• D. Delay all collaboration until after launch

Best answer: C

Explanation: Collaboration turns multi-team improvement into coordinated work. Shared ownership reduces handoff and dependency risk.

Question 8

Topic: service reporting

Which report is most valuable to stakeholders?

• A. A long list of raw tickets with no interpretation
• B. A report that hides missed targets
• C. A purely technical log dump
• D. A concise view of service performance, risks, trends, and actions tied to agreed outcomes

Best answer: D

Explanation: Service reporting should support decisions and trust. Stakeholders need useful interpretation, not just raw data.

Question 9

Topic: satisfaction versus value

Users like a service interface, but the service does not meet a critical reporting deadline. What is the strongest interpretation?

• A. Good experience helps, but value also depends on outcomes and commitments
• B. Satisfaction always proves full value
• C. Deadlines never matter
• D. Reporting outcomes are unrelated to services

Best answer: A

Explanation: CAI questions often test balanced value thinking. Experience matters, but outcomes, risk, and commitments also matter.

Question 10

Topic: control evidence

An auditor asks how privileged-access reviews are performed. What evidence is most useful?

• A. A verbal claim that reviews happen
• B. Documented review records, exceptions, ownership, and follow-up actions
• C. A list of unrelated incidents
• D. No evidence because the process is trusted

Best answer: B

Explanation: Assurance depends on evidence. Records show whether controls operate and whether exceptions are managed.

Question 11

Topic: stakeholder communication

A service-level target will be missed because a supplier has delayed a fix. What should the service owner do?

• A. Stay silent until the target is missed
• B. Remove the target after the fact
• C. Communicate impact, next steps, responsibility, and expected updates to affected stakeholders
• D. Blame the supplier and stop managing the service

Best answer: C

Explanation: Good service management maintains transparency and accountability. Supplier delay does not remove the need for stakeholder communication.

Question 12

Topic: CAI purpose

Which statement best reflects CAI?

• A. Suppliers and controls are outside service-management scope
• B. Improvement should happen without evidence
• C. Service levels are useful only when nobody reads them
• D. Collaboration, assurance, and improvement practices help the service system maintain trust, control, relationships, and better outcomes

Best answer: D

Explanation: CAI connects collaboration, assurance, relationships, controls, reporting, and improvement to service value.

What to open next

• Need the broader ITIL Practice Manager page? Open ITIL Practice Manager .
• Need ITSM platform practice? Open ServiceNow CIS-ITSM .
• Need governance or security practice? Open ISACA CISM .