Achieve Service Excellence: ITIL®4 Monitor, Support, and Fulfil Training

This module is structured and aligned to the ITIL4 practice management areas of Service Desk, Event Management, Incident Management, Service Request Management and Problem Management.

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

SSG Funding

SSG Funding

Terms and conditions apply. Please visit our SkillsFuture Singapore (SSG) Funding page for full details.
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PSEA Funding

PSEA Funding

Terms and conditions apply. Please visit our IBF STS programme page for full details.  PSEA page for more info.
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SkillsFuture Credit

SkillsFuture Credit

Terms and conditions apply. Please visit our SkillsFuture Credit page for full details.
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Supported by UTAP

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.
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Introduction

ITIL4 Specialist: Monitor, Support and Fulfil

Course ID: TGS-2024042607

Course duration: 4 days, 9am – 6pm

An instructor-led classroom training relevant for professionals which provides guidance for effectively monitoring, supporting, and delivering IT services according to the ITIL4 framework

This 32-hour part-time course equips IT professionals with the knowledge and skills required to effectively monitor, support, and fulfill IT services in alignment with the ITIL® 4 framework. Participants will explore key activities related to Incident, Problem, and Service Request Management, Service Desk operations, and Monitoring & Event Management. [1, 2]

The course focuses on establishing robust monitoring mechanisms, efficiently resolving issues, fulfilling service requests, and improving overall service performance. Participants will also learn to measure practice capability levels and identify factors contributing to practice success. [1, 2]

By completing this course, participants will be able to:

  • Diagnose technical problems using ITIL® 4 tools and processes. [1, 2]
  • Manage technical issues within agreed timeframes. [1, 2]
  • Configure infrastructure and implement problem management procedures. [1, 2]
  • Develop plans and test systems for infrastructure upgrades. [1, 2]
  • Organise information for user guides and training materials. [1, 2]
  • Define key concepts, principles, and challenges of ITIL® 4 management practices.
  • Integrate practices into organisational value streams and measure practice success using the ITIL® Maturity Model.
  • Incident Management Practice

    • Key concepts, processes, and roles.
    • Technology and partner support for effective implementation.
    • ITIL® capability model for practice development and success.

    Service Desk Practice

    • Operational roles, processes, and competencies.
    • Recommendations for success in enabling technology and partner support.

    Service Request Management Practice

    • Foundations of service request fulfillment.
    • Competence roles and enabling technologies for effective implementation.

    Monitoring & Event Management Practice

    • Mechanisms for ensuring service performance and capacity.
    • Integration of ITIL® capability models and recommendations for success.

    Problem Management Practice

    • Root cause analysis, technology support, and collaboration strategies.
    • Success factors leveraging ITIL® capability models.

    Monitor, Support, & Fulfil Practices

    • Understanding value streams and the role of technology in practice enablement.
    • Best practices for operational and strategic success.
  • IT Managers, Service Management Heads, and IT Directors.
  • ITSM professionals seeking to validate and enhance their expertise in ITIL® 4 practices.
  • Individuals pursuing the ITIL Master designation. [1, 2]
  • Minimum 3 GCE ‘O’ Levels (including English) or WPL Level 5. [1, 2]
  • At least one year of relevant work experience. [1, 2]
  • ITIL® 4 Foundation certification. [1, 2]
  • Candidates must understand the Four Dimensions of Service Management.
  • Additional Requirements:
    • Positive learning attitude.
    • Enthusiastic learner.

Initial Phase: Sapience Assessment

  • Minimum 75% attendance and passing the assessment(s).
  • Certificate of Completion from Sapience Consulting. [1, 2]

Special Phase: Statement of Attainment (SOA)

  • Issued by SkillsFuture Singapore for relevant competency standards. [1, 2]

Final Phase: PeopleCert Examination

  • 60 multiple-choice questions.
  • Passing score: 65% (39/60).
  • Duration: 90 minutes (closed-book).
  • Successful participants earn the ITIL® 4 Specialist: Monitor, Support, and Fulfil certification. [1, 2, 3]
  • Official eBook: A valuable preparation and reference resource. [3]
  • Interactive eLearning: Quizzes, tests, and progress tracking for an engaging learning journey. [3]
  • Learning Resource Kit: Includes a detailed Learner Workbook and Quick Reference Guide. [3]
  • Official Mock Exam: Closely aligned with the certification exam to boost confidence. [3]
  • Exam Retake: One free retake to ensure success. [3]

[1] MySkillsFuture Website:

[2] Training Providers Gateway Website:

  • Course ID: TGS-2024042607
  • Accreditation Type: WSQ
  • Status: Active
  • Validity Period: 4 March 2024 – 14 December 2025
  • Version: 4 (Effective from 20 April 2024)
  • Training Type: Part-Time
  • Total Duration: 32 hours (30 hours of classroom training and 2 hours of assessment)
  • Medium of Instruction: English
  • Fee Details: SGD 3,100 per trainee
  • Job Role: IT Manager, Service Management Head, IT Director, ITSM Professionals and Practitioners.
  • Skills and Industry Relevance:
    • Skill Code: ICT-OUS-3007-1.1
    • Skill Title: Infrastructure Support-3
    • Proficiency Level: 3
    • Credit Value: 3
    • Area of Training: Information and Communications
    • Keywords: Information technology, Information Communication Technology
  • Support Available:
    • SkillsFuture Credit (SFC)
    • Absentee Payroll Support
    • Course Fee Grant
    • Enhanced Training Support Scheme (ETSS)
    • Mid-Career Enhanced Subsidy (MCES)
    • Workfare Skills Support (WSS)
  • URL: https://www.tpgateway.gov.sg/

[3] PeopleCert:

ITIL 4 Master: The Pinnacle of ITIL Achievement

Embark on your ITIL Master Certification journey with Sapience, our expert trainers will guide you through the entire ITIL 4 framework, equipping you with the skills to achieve this prestigious designation. The ITIL 4 Master designation offers a wealth of benefits, including career advancement, proven expertise, differentiation, and leadership recognition. Ready to embark on this rewarding journey? Contact us to learn more about our ITIL 4 Master preparation programmes.

Why Us?

Complimentary refresher

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

Post-training 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

Meet Your Trainers

Senior Consultant
Sapience Consulting

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Principal Consultant
Sapience Consulting

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Senior Consultant
Sapience Consulting

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