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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
  • Internet Connection: Wired or Wireless broadband (min 10 mbps)
  • Speakers and Microphone: built-in or USB plug-in or wireless Bluetooth
  • Webcam: built-in or USB plug-in
Software
  • Microsoft PowerPoint 2016 or higher
  • Microsoft Word 2016 or higher

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.

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