ITIL®4 Foundation

Extensive research has consistently shown that ITIL as an IT Service Management best practice guidance is fundamental to businesses, enables transformation and helps organisations realise value. Many organisations invest heavily in adopting and adapting ITIL into their business practices and upskilling their workforce with ITIL qualifications.

ITIL4 will help businesses navigate the new technological era, commonly known as the Fourth Industrial Revolution. The speed of current breakthroughs is disrupting almost every industry on a global scale. The Fourth Industrial Revolution is marked by emerging technology in fields including robotics, artificial intelligence, nanotechnology, quantum computing, biotechnology, the Internet of Things (IoT), 3D printing, autonomous vehicles and much more.

ITIL4 provides a practical and flexible basis to support organisations on their journey into the new world of digital transformation by helping them align their human, digital and physical resources, adopt emerging technologies into their IT operations to compete within the complex modern landscape.

• Understand Key Concepts of Service Management
  ○ Service Management
  ○ Service and relationship with Value, Outcome, Cost and Risks
  ○ Service Consumers, Service Providers, Users, Customer
  ○ Understanding Nature and Components of Value
  ○ Value Co-Creation
  ○ Understanding Service Relationships
• Learn about ITIL Guiding Principles
  ○ Focus on Value
  ○ Start Where You Are
  ○ Progress Iteratively With Feedback
  ○ Collaborate and Promote Visibility
  ○ Think and Work Holistically
  ○ Keep It Simple and Practical
  ○ Optimise and Automate
• Understand the ITIL Service Value System
  ○ Four Dimensions of Service Management
  ○ Components of the Service Value System including Value Chain, Governance and Practices
  ○ Value Chain Activities within the Value System
• Explore Selected ITIL Practices
  ○ Incident Management
  ○ Problem Management
  ○ Change Control
  ○ Service Level Management
  ○ Continual Improvement
  ○ Service Request Management
  ○ Service Desk
  ○ Information Security Management
  ○ Relationship Management
  ○ Service Configuration Management
  ○ Supplier Management
  

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

• LO1: Investigate incidents or technical issues that impact infrastructure operations using service management.
• LO2: Investigate infrastructure and network problems of low to mid-level complexity in line with ITIL guiding principles.
• LO3: Respond to ad-hoc service requests by applying operational processor or procedures considering the four dimensions of service management.
• L04: Resolve technical issues or problems for consumers within an agreed resolution time in alignment with the service value system.
• L05: Handle routine tasks in the administration, configuration and supoort of infrastructure using ITIL practices.
• L06: Execute tasks and activities in an infrastructure upgrade plan in line with the guidelines and processes of ITIL practices.
• L07: Spot warning indicators or significant declines in system and network performance after the deployment of upgrades or updates based on ITIL practices.

Candidates who attend the course will be eligible to sit the ITIL4 Foundation certification examination.

About the examination:

• Exam duration : 60 minutes to complete the exam.
• Exam format : 40 questions, multiple choice, proctored, closed book.
• Passing score : 26 marks required to pass (out of 40 available) – 65%.

All exams will be conducted online. The exams are web-proctored by PeopleCert and are available 24/7. Successful participants earn the ITIL® 4 Foundation certification.

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, Practical Performance.
• 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-OUS-2007-1.1 -Infrastructure Support-2.