Full program description

NICF - ITIL® Foundation Certificate in IT Service Management

What's In It For Me

  • Validate your knowledge of basic concepts and core principles of ITIL practices for Service Management.
  • Learn from the best practice framework that has been drawn from both the public and private sectors internationally.
  • Learn how IT resources should be organised for efficiency.

Course Overview

NTUC LearningHub Course Code: NICF018

SkillsConnect Code: CRS-Q-0027888-IT

IT Infrastructure Library (ITIL) is the most widely accepted approach to IT service management in the world. ITIL is a best practice framework that has been drawn from both the public and private sectors internationally. It describes how IT resources should be organized to deliver business value, documenting the processes, functions and roles of IT Service Management (ITSM).

 
The purpose of the ITIL Foundation certificate in IT Service Management is to certify that the candidate has gained knowledge of the ITIL
terminology, structure and basic concepts and has comprehended the core principles of ITIL practices for Service Management.

ITIL is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The Swirl logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Who Should Attend

  • Anyone seeking ITIL Foundation certification
  • Individuals who require a basic understanding of the ITIL framework and how it may be used to enhance the quality of IT service management within an organization.
  • IT professionals or others working within an organization that has adopted and adapted. ITIL who need to be informed about, or contribute, to an ongoing service improvement programme.
  •  Everyone interested in
    • Aligning IT with business
    • Controlling or reducing IT costs
    • Improving IT service quality, and
    • Balancing IT resources in the most effective manner
  • This may include but is not limited to
    • Business Managers 
    • Business Process owners
    • Business Process Analysts
    • Managed Service Providers
    • Helpdesk Managers and staff
    • Outsourcers
    • Systems Integrators
    • Coordinators
    • IT Professionals
    • IT Architects
    • IT Project Managers
    • IT Managers
    • IT project or team members
    • Application Developers
    • Network Operators
    • Consultants
    • and other IT-related positions

Course Duration

3 Days / 22.5 Hours

Course Outline

Service Management as Practice

  • Why ITIL?
  • Concepts and Definitions

The ITIL Service Lifecycle

  • Service Lifecycle/ Integration Across the Service Lifecycle
  • ITIL 2011 Edition Processes

Service Strategy (SS)

  • Purpose of SS/ The Four Ps of Strategy
  • SS Objectives/ Scope/ Value to the Business
  • Generic Concepts and Definitions/ Key Principles and Models
  • SS Processes Overview/ Service Portfolio Management
  • Financial Management for IT Services (FMITS)
  • Business Relationship Management (BRM)

Service Design (SD)

  • SD Purpose/ Objectives/ Scope
  • SD Value to the Business/ Generic Concepts and Definitions
  • Key Principles and Models/ SD Processes
  • Service Level Agreement (SLM)/ Service Catalogue Management (SCM)
  • Availability Management (AM)/ Information Security Management (ISM)
  • Supplier Management/ Capacity Management
  • IT Service Continuity Management (ITSCM)/ Design Coordination

Service Transition (ST)

  • ST Purpose/ Objectives/ Scope
  • Generic Concepts and Definitions
  • Service Transition Processes/ Change Management
  • Release and Deployment Management (R&DM)/ Knowledge Management
  • Service Asset and Configuration Management (SA&CM)
  • Transition Planning and Support

Service Operation (SO)

  • SO Purpose/ Objectives/ Scope/ Value/ Processes
  • Incident Management/ Problem Management/ Event Management
  • Request Fulfilment/ Access Management

Continual Service Improvement (CSI)

  • CSI Purpose/ Objectives/ Scope/ Value
  • Generic Concepts and Definitions/ Key Principles and Models
  • CSI Process/ The Seven-step Improvement Process

Functions

  • ITIL Service Operation Functions Overview
  • Service Desk/ Service Desk Structure/ Technical Management
  • Application Management
  • Role of Teams in the Application Management Lifecycle
  • IT Operations Management

Roles

  • General Roles and Responsibilities

Technology and Architectures

  • Service Automation

Competence and Training

  • Competence and Training
  • IT Certification Roadmap

Mode of Assessment

Students will be required to complete a paper-based NICF assessment during class.

After completing the course, students can proceed to undertake the ITIL Foundation Certificate in IT Service Management exam.

For students who had paid for certification examination(s), they will receive a printed instruction voucher or email instructions during the class period to allow them to book the relevant computer-based examination for their course (e.g. exam 77-418: Word 2013 Core for students taking Microsoft Office Specialist (MOS): Word 2013).

As we recognize that every individual has different studying pace, we will allow everyone to make a choice when they are ready to take the examination*. So they can register for their examination date by proceed to level 3 Room G Exam Department at our NTUC Trade Union House center to book their examination upon receipt of the instruction voucher/ email instructions.

*Subjected to terms and conditions and schedule availability. The exam department cannot register for your examination if the voucher provided by the official vendor has expired. The instruction voucher or email instructions will not indicate the expiry date.

Certification Obtained and Conferred by

Awarded NICF Statement of Attainments (SOA)

Upon completion of the course and assessment, students will also be awarded with these NICF SOAs:

  • IT-IS-301S-1 Provide first-level support
  • IT-IS-501S-1 Develop policy for user support procedures

Official ITIL Foundation Certification Examination

After students pass the exam, they will receive an ITIL Foundation Certificate in IT Service Management certification.

Course Objectives

This course enables participants to understand
  • Service Management as a practice
  • Service Lifecycle
  • Key Principles and Models
  • Generic Concepts
  • Selected Processes/ Roles/ Functions
  • Technology and Architecture
  • ITIL Qualifications Scheme

Pre-requisites

No credit or certification pre-requisites required to take this course.

But it is recommended that participants:

  • Recognize basic concepts of the IT Service Lifecycle and its supporting IT Service Management processes.
  • Recognize the relationships between the most commonly implemented IT Service Management processes.

Medium of Instruction & Trainer

Medium of Instruction: English

Trainer:Trainee ratio is 1:25

Funding Information

  • Union Training Assistance Programme (UTAP)

NTUC members enjoy UTAP* benefit of up to $250 each year when you sign up for courses with NTUC LearningHub.

* UTAP supports 50% of the course fees paid cap at $250 per year. You must be a union member throughout the course duration and at the time of claim. 

Additional Note

PDUs for Maintaining PMP Credential
This course is eligible for PDU Credits. Upon successful completion of this course, Project Management Professional (PMP) credential holders will be awarded with 21 PDUs. Applicants need to access the PMI CCR System at https://ccrs.pmi.org/search/ to claim their PDU points with the following details:

Provider ID: 3163
Activity ID: ITILF3
Activity Name: ITIL Foundation in IT Service Management

ITIL is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

The Swirl logo is a trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.

Price

Individual Sponsored Company Sponsored
w/o GST w GST Non-SME SME
w/o GST w GST w/o GST w GST
Original Course Fee $950.00 $1,016.50 $950.00 $1,016.50 $950.00 $1,016.50
Singapore Citizens & PRs aged 21 years and above $612.50 $679.00 $612.50 $679.00 $95.00 $161.50
Singapore Citizens aged 40 years and above $95.00 $161.50 $95.00 $161.50 $95.00 $161.50
Singapore Citizens aged 35 years and above who are not earning more than $2,000 per month (WTS Scheme) $47.50 $114.00 $47.50 $114.00 $47.50 $114.00

Remarks:

  • Individual Sponsored
    • Eligible Singapore Citizens can use their SkillsFuture Credit to offset course fee payable after funding.
    • Eligible Singapore Citizens can use their PSEA funds to offset course fee payable after funding.
    • NTUC Members can enjoy up to 50% funding (capped at $250 per year) under Union Training Assistance Programme (UTAP). 
  • Company Sponsored
    • Absentee Payroll claimable by SMEs: Up to 80%of hourly basic salary capped at $7.50/hr
    • Absentee Payroll claimable by Non-SMEs: Up to 80% of hourly basic salary capped at $4.50/hr
    • Absentee payroll claimable by companies (SMEs and Non-SMEs) sponsoring candidates under WTS Scheme: Up to 95% of hourly basic salary (no dollar cap)
Certification Exam Fee:
w/o GST w GST
ITIL Foundation Certificate in IT Service Management Exam S$362.50 S$387.88

CITREP+ funding is available for ITIL Foundation Certificate in IT Service Management Exam.

Important CITREP+ funding information here.

Terms and conditions apply. NTUC LearningHub reserve the right to make changes or improvements to any of the products described in this document without prior notice.

Prices are subject to other LHUB miscellaneous fees

NICF018