ITIL Foundation (Synchronous E-learning)

The ITIL Version 5 Foundation course introduces the core concepts of digital product and service management, equipping professionals with a common language and operating model for delivering value in modern digital organisations.

Building on the globally recognised ITIL framework, ITIL Version 5 expands beyond traditional IT service management to support AI-enabled, product-centric and value-driven modern digital operating models. Participants will learn how organisations design, build, deliver and support digital products and services while continuously improving outcomes for customers and stakeholders.

The course provides a practical overview of the ITIL Value System, the ITIL Product and Service Lifecycle, and the use of value streams to create and deliver value. It also introduces how ITIL integrates with modern practices such as DevOps, Site Reliability Engineering (SRE), automation and artificial intelligence.

By the end of the course, participants will understand how ITIL helps organisations manage complexity, collaborate across teams, and continually improve the delivery of digital products and services.

Upon completion of this course, you will be able to:

• Understand the key concepts of digital product and service management
• Explain how products, services and service offerings enable value co-creation
• Understand the roles of service providers, service consumers and digital product vendors
• Describe the ITIL Four Dimensions of Product and Service Management
• Understand the ITIL Product and Service Lifecycle and its management activities:
  • Discover
  • Design
  • Acquire
  • Build
  • Transition
  • Operate
  • Deliver
  • Support
• Explain the purpose and components of the ITIL Value System
• Apply the ITIL Guiding Principles in modern service management environments
• Understand the role of governance, management practices and continual improvement
• Understand value stream identification, mapping and management
• Explain how AI, automation and data-driven decision-making support ITIL practices
• Understand how ITIL works alongside other frameworks and approaches such as DevOps and Project 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 ITIL Version 5 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 : 65% (26 out of 40)

All exams will be conducted online. The exams are web-proctored by PeopleCert and are available 24/7. Successful participants earn the ITIL® Version5 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.