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WSQ - ITIL 4 Foundation Training

WSQ - ITIL 4 Foundation Training

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The ITIL 4 Foundation training course offers IT professionals a comprehensive introduction to the ITIL 4 framework and IT Service Management (ITSM) concepts, with a strong focus on delivering high-value service management. Participants will gain a solid understanding of essential service management concepts, including value co-creation, service relationships, and how to balance outcomes, costs, and risks effectively.

The course emphasizes the practical application of ITIL’s guiding principles, such as focusing on value, adopting a holistic approach, and optimizing processes through automation. These principles are critical for diagnosing and resolving technical challenges in complex network infrastructures.

Covering the four dimensions of service management—organizations and people, information and technology, partners and suppliers, and value streams and processes—the course provides a well-rounded perspective on managing IT services. It also includes an in-depth exploration of the ITIL Service Value System (SVS), equipping participants with the tools to plan, engage, support, and continuously improve IT services.

Participants will also delve into specific ITIL practices, such as continual improvement, incident management, problem management, and service request management. The course serves as excellent preparation for the ITIL 4 Foundation certification, offering practical insights into implementing ITIL problem management principles and developing user-focused action plans and support strategies.

Learning Outcomes

By end of the course, learners should be able to:

Diagnose technical problems using ITIL system management tools and processes for network infrastructure.
Implement ITIL problem management principles to mitigate root causes of infrastructure-related incidents.
Manage and resolve technical issues for users, ensuring high-level support within agreed timeframes.
Develop action plans based on ITIL service value systems and propose infrastructure upgrades in accordance to user needs and potential benefits.
Construct user guides and training materials, integrating system tests to support infrastructure administration

Course Brochure

Download WSQ - ITIL 4 Foundation Training Brochure

Skills Framework

This course follows the guideline of Infrastructure Support ICT-OUS-3007-1.1 under ICT Skills Framework

Certifications

Certificate of Completion from Tertiary Infotech - Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Certificate of Completion from Tertiary Infotech.
OpenCerts from SkillsFuture Singapore - After passing the assessment(s) and achieving at least 75% attendance, participants will receive a OpenCert (aka Statement of Achievement) from SkillsFuture Singapore, certifying that they have achieved the Competency Standard(s) in the above Skills Framework.
External Certification - The participant will be able to attempt the ITIL 4 Foundation certification exam after attending this course. Upon passing the exam, you will receive the ITIL 4 Foundation certification. This certification validates your understanding of the key concepts, terminology, and elements of IT service management according to the ITIL 4 framework. (Note that external certification exam fee is not covered in the course fee)

WSQ Funding

WSQ funding is only applicable to Singaporeans and PR. Subject to eligibility, the funding support is subjected to funding caps.

Effective for courses starting from 1 Jan 2024
Full Fee	GST	Nett Fee after Funding (Incl. GST)
		Baseline	MCES / SME
$1,300.00	$117.00	$767.00	$507.00

Baseline: Singaporean/PR age 21 and above
MCES(Mid-Career Enhanced Subsidy): S'porean age 40 & above

Upon registration, we will advise further on how to tap on the WSQ Training Subsidy.

You can pay the nett fee (after the WSQ training subsidy) by the following :

SkillsFuture Enterprise Credit (SFEC)

Eligible Singapore-registered companies can tap on $10000 SFEC to cover out-of-pocket expenses.Click here to submit SkillsFuture Enterprise Credit

SkillsFuture Credit (SFC)

Eligible Singapore Citizens can use their SFC to offset course fee payable after funding but the $4,000 Additional SFC (Mid-Career Support) cannot be used. Click here for SkillsFuture Credit submission

PSEA

Eligible Singapore Citizens can use their PSEA funds to offset course fee payable after funding.

To check for Post-Secondary Education Account (PSEA) eligibility for this course, Visit SkillsFuture (course code: TGS-2024049350)

Scroll down to “Keyword Tags” to verify for PSEA eligibility.
If there is “PSEA” under keyword tags, the course is eligible for PSEA.

Course Code: TGS-2024049350

Post-Course Support

We provide free consultation related to the subject matter after the course.
Please email your queries to enquiry@tertiaryinfotech.com and we will forward your queries to the subject matter experts.

Course Cancellation/Reschedule Policy

You can register your interest without upfront payment. There is no penalty for withdrawal of the course before the class commerce.
We reserve the right to cancel or re-schedule the course due to unforeseen circumstances. If the course is cancelled, we will refund 100% for any paid amount.
Note the venue of the training is subject to changes due to availability of the classroom

Course Details

Topic 1: Key Concepts of Service Management

Value and Value Co-Creation
Organizations, Service providers, Service consumers, and other stakeholders
Products and Services
Service Relationships
Outcomes, Costs, Risks, and Utility & Warranty

Topic 2: 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
Optimize and Automate

Topic 3: The Four Dimensions of Service Management

Organizations and People
Information and Technology
Partners and Suppliers
Value Streams and Processes

Topic 4 The Service Value System

ITIL service value system
Plan
Improve
Engage
Design & transition
Obtain/build
Deliver & support

Topic 5: ITIL Practices

ITIL Practices
Continual improvement
Change enablement
Incident management
Problem management
Service request management
Service desk
Service level management

Final Assessment

Written Assessment (SAQ)
Case Study (CS)

Course Info

Promotion Code

Promo or discount cannot be applied to WSQ courses

Minimum Entry Requirement

Knowledge and Skills

Able to operate using computer functions
Able to operate using computer functions
Minimum 3 GCE ‘O’ Levels Passes including English or WPL Level 5 (Average of Reading, Listening, Speaking & Writing Scores)

Attitude

Positive Learning Attitude
Enthusiastic Learner

Experience

Minimum of 1 year of working experience.

Minimum Software/Hardware Requirement

Softtware: Windows / Mac

Hardware: Laptop

About Progressive Wage Model (PWM)

The Progressive Wage Model (PWM) helps to increase wages of workers through upgrading skills and improving productivity.

Employers must ensure that their Singapore citizen and PR workers meet the PWM training requirements of attaining at least 1 Workforce Skills Qualification (WSQ) Statement of Attainment, out of the list of approved WSQ training modules.

For more information on PWM, please visit MOM site.

Funding Eligility Criteria

Individual Sponsored Trainee

Employer Sponsored Trainee

Singapore Citizens or Singapore Permanent Residents aged 21 and above
From 1 October 2023, attendance-taking for SkillsFuture Singapore's (SSG) funded courses must be done digitally via the Singpass App. This applies to both physical and synchronous e-learning courses.
Trainee must pass all prescribed tests / assessments and attain 100% competency.
We reserves the right to claw back the funded amount from trainee if he/she did not meet the eligibility criteria.

Singapore Citizens or Singapore Permanent Residents who are DIRECT EMPLOYEE of the sponsoring company.
From 1 October 2023, attendance-taking for SkillsFuture Singapore's (SSG) funded courses must be done digitally via the Singpass App. This applies to both physical and synchronous e-learning courses.
Trainee must pass all prescribed tests / assessments and attain 100% competency.
We reserves the right to claw back the funded amount from the employer if trainee did not meet the eligibility criteria.

SkillsFuture Credit:

Eligible Singapore Citizens can use their SkillsFuture Credit to offset course fee payable after funding.

PSEA:

To check for Post-Secondary Education Account (PSEA) eligibility, goto mySkillsFuture portal and search for this course code.
Scroll down to "Keyword Tags" to verify for PSEA eligibility.
If there is “PSEA” under keyword tags, the course is eligible for PSEA.
And if there is no “PSEA” under keyword tags, the course is ineligible for PSEA.
Not all courses are eligible for PSEA funding.

Absentee Payroll (AP) Funding:

$4.50 per hour, capped at $100,000 per enterprise per calendar year.
AP funding will be computed based on the actual number of training hours attended by the trainee.

SFEC:

If the Training Provider has submitted an enrolment for course fee grant claim in Training Partners Gateway (TPGateway), SSG would be able to derive SFEC funding based on this record. There is no need for enterprise to submit any claim request and the SFEC claim will be automatically generated and disbursed.
Where there is no such record, eligible employers are required to submit an SFEC claim after course completion via the SFEC microsite.
SkillsFuture Enterprise Credit (SFEC) Microsite

Job Roles

IT Service Manager
ITIL Consultant
IT Infrastructure Manager
Incident Manager
Problem Manager
Service Desk Analyst
Change Manager
Service Level Manager
IT Operations Manager
Network Administrator
IT Support Specialist
Systems Engineer
IT Project Manager
IT Quality Assurance Analyst
Configuration Manager
IT Risk Manager
IT Compliance Officer
IT Business Analyst
IT Asset Manager
Technical Support Engineer

Trainers

Dr. Alfred Ang : Dr. Alfred Ang is the founder of Tertiary Courses. He is a serial entrepreneur. He founded OSWeb2Design Singapore Pte Ltd in 2007 offering web development, e-commerce store development, graphics design, ebook publishing, mobile apps development, and digital marketing services. He established the first online gardening store in Singapore, Eco City Hydroponics Pte Ltd in 2000, offering a wide range of gardening products such as seeds, plant nutrients, hydroponics kits etc. Eco City Hydroponics has become the most popular and successful gardening store in Singapore. He founded Tertiary Infotech Pte Ltd in 2012 and transformed the business to a training platform, Tertiary Courses in 2014. Tertiary Courses offers a wide range of SkillsFuture courses for PMETs to upgrade their skills and knowledge. He also established Tertiary Courses Malaysia in 2016. He also founded Tertiary Robotics in 2015 offering Arduino, Raspberry Pi, Microbit and Robotics products

Dr. Alfred Ang earned his Ph.D. from National University of Singapore in 2000, majoring in Electrical and Electronics Engineering. He also completed an online MBA course with U21 Global based in Australia. He obtained his B.Sc (Hons) from National University of Singapore in 1992, majoring in Physics. He topped his Physics cohort for 3 consecutive years and funded his degree study with Book price, awards and tuition. He has worked in Defence, Electronics and Semiconductor Industries. His current interests include Machine Learning, Deep Learning, Artificial Intelligence, Internet of Things, Robotics and Programming.

Dr. Alfred Ang is IBM certified instructor for AI Practitioners course. He is a ACTA certified trainer and DACE certified curriculum developer. He was Distinguished Toastmasters (DTM) and Senior Member of IEEE. He has published more than 20 peer reviewed papers and co-inventors for more than 20 inventions.

Peter Cheong : I am a ACLP certied trainer. Specialise In IT related knowlege and conduct IT Training which Include Microsoft Window Server Technology (Wintel) and Linux - Centos/Red Hat. Comptia ,ITIL , Motorola Solution Trunking System and Cisco Networking. I was worked in Motorola Solutions Conduct Motorola Astro 25 Trunking System For Police Force Malaysia (RMPnet),Taiwan Navy, Indonesia METRO POLDA (Police Force). After that I Join As IT Group Manager For W-Group which include 17 subsidiaries Companies in Real Estate Developer,Plantation, Building Management Services ,Contruction and also Fiber Opti Service Provider in Sabah,Malaysia.

Praveen Dayal: Praveen Dayal is a ACTA certified trainer. Praveen Dayal have over 30 years of experience in PMP,PMI-ACP,CISA,CISM,CRISC and CDPSE. Praveen Dayal Have designed solutions for Banking & Finance, ICT, Manufacturing industry verticals and are facilitating training programs such as Project Management (PMP, ACP, ASM, pMF), Risk Management (PMI-RMP, CRISC), Information and Cyber Security (CISM, CSA) and IS Audits and Compliance (CISA).

Zahari Mohd (Zack): Zack is a ACTA-certified Trainer and a PMI Authorized Training Partner Instructor (PMP), with experience in training materials development & delivery to adult professionals. Excellent facilitation skills to ensure fun & engaging learning. Specialty topics include those related to Project Management, Six Sigma, Personal Development, Quality Assurance, and IT Processes. Have done global and regional face-to-face classroom training, and live virtual training, and facilitating “team-building” activities. He do project Management and Quality Assurance, for example, a certified Project Management Professional (PMP), a certified Scrum Master and a certified Software Quality Assurance (CSQA) professional, with a proven track record of delivery, organizational development based on strong strategic vision and demonstrated ability to coach/mentor project teams. He have more than 35 years of working experience, with the last eight (8) years fully in Training and Facilitating. Strong interpersonal and communication skills, highly adaptable with the ability to work effectively with a wide range of professional levels.Excellent ability to develop, implement, and evaluate training plans, curricula, and methodology.Excellent ability in getting voice of the customer and converting them into develop, implement, and institutionalize processes, policies and procedures, as part of continuous process improvements. Deep knowledge in various project mgmt, software development and quality methodologies such as PMBOK, SDLC, CMMi, Six Sigma, ISO, CBOK requirements.

Truman Ng: Truman Ng is a ACTA certified trainer that graduated with Bachelor Degree in Electrical Engineering from NUS in year 2002. He designed Artificial Intelligence (AI) controller for DC-DC Power Convertor by using Fuzzy Logic and Neural Network (NN) as his university Final Year Project.

Truman has over 15 years project experiences across Database & Web Design, PLC machinery, Data Center Design , Structure Cabling System(SCS) and Enterprise Network Design and Implementation. He used to be a network architect for Hewlett Packard, working with a group of virtual team from the US in handling network design and projects in the States.

Truman is the founder of Nexplore (S) Pte Ltd. He provides solutions of Cloud SaaS, IaaS & PaaS and Software Defined Network (SDN), VoIP and Internet Security. He was engaged by Huawei Global Training Center to provide 60+ consultations and trainings for Internet Service Providers(ISP) from Malaysia, Singapore, Brunei, Philippines, Australia, Poland, Iran, South Africa, Swaziland, Cote Dlvoire, Syria, Uzbekistan, New Zealand and countries over the world.
As achievement, Truman has successfully completed 100+ IT network projects for Bank, Hotel and Factory within 5 years.
Truman is certified in PMP, Cisco CCNP, CCIP, CCDP, HP Ase and Huawei HCNP, HCIE R&S, HCNA Cloud, HCNA Security, etc.

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About Us

Tertiary Courses, founded in 2014, specializes in providing modular, skill-based courses tailored to Industry 4.0. We are WSQ Approved Training Organization (ATO), and IBF Approved ATO.. We are also Authorized Microsoft Learning Partner, Autodesk Authorized Training Center (ATC), Pearson Vue Authorized Test Center and Kryterion Authorized Testing Center. We offer a comprehensive range of training, certification prep and certification exam services. Additionally, we are a registered supplier with Singapore GeBiz, further solidifying our position as a trusted educational institution in the region.

Training Grants and Subsidies

We have various grants and subsidies for different courses. Please check the respective funding available on individual course page.

WSQ: Company and Singaporeans/PR can apply WSQ 70-90% funding depending on eligibility
SkillsFuture Enterprise Credit (SFEC) - Eligible Singapore-registered companies can tap on $10000 SFEC to cover up to 90% of out-of-pocket expense
SkillsFuture Credit: All Singaporeans aged 25 and above can use their $500 SkillsFuture Credit from the government to pay for a wide range of approved skills-related courses.
IBF-STS Companies and Singaporeans/PR can apply IBF-STS 70-90% funding depending on eligibility
UTAP: NTUC members enjoy 50% subsidy for unfunded course fee support for up to $250 each year when you sign up for courses supported under UTAP
SGTech STAR Fund: SGTECH members enjoy $500 grant per pax for SGTech STAR courses