At the end of this course, participants will be able to:
- Understand the ITIL Service Value System
- Understand and describe the key concepts for creating value for services
- Describe the Four Dimensions of Service Management
- Understand the Service Value Chain and its activities
- Explain the use ITIL guiding principles
- Explain some of the key ITIL practices like Incident management, Problem management , Change control and etc
Pre-requisites
It is recommended the participant to have at least 1 years of working experience in IT industry.
Be able to speak, listen, read and write English at a proficiency level equivalent to the Employability Skills Workforce Skills Qualification (ES WSQ) Workplace Literacy (WPL) Level 6
Well versed in Microsoft Office applications, especially Word.
- Hardware & Software
This course can be conducted as a Virtual Live Class (VLC) via Zoom platform. Participants must own a zoom account and have a laptop or a desktop with “Zoom Client for Meetings” installed. This can be downloaded from https://zoom.us/download
Minimum Specs | Recommended Specs | |
Processor / CPU | 1.6 GHz or faster, 2-core Intel Core i3 or equivalent | 1.8 GHz, 2-core Intel Core i3 or equivalent |
Memory | 4 GB RAM | 8 GB RAM |
Hard Disk | 10 GB available storage space | |
Display | 1280 x 768 screen resolution | |
Graphics | 2GB Graphics Card | |
Others |
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Software |
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Course Outline
- ITIL Service Value System
- Key concepts for creating value with services
- Four Dimension of service management
- Organization and people
- Information and technology
- Partners and suppliers
- Value stream and processes
- Service Value Chain
- ITIL Guiding Principles
- ITIL Practices
- IT Asset
- Event
- Incident
- Problem
- Event and etc
- Detail of the following ITIL practices
- Continual improvement
- Change control
- Incident management
- Problem management
- Service Desk
- Service level management
- Service request management
Certificate Obtained and Conferred by
Awarded SF Statement of Attainments (SOA)
Upon completion of the course and assessment, students will also be awarded with these SF SOAs:
- ICT-OUS-3007-1.1 Infrastructure Support
- ICT-SNA-3018-1.1 Product Management
Official ITIL 4 Foundation Certification Examination
After students pass the exam, they will receive an ITIL 4 Foundation Certificate from PeopleCert/AXELOS.
Categories
More Information
- NTUC LearningHub
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