Course ID:
TGS-2025053299
Course duration:
3 days, 9am – 5pm
We offer flexible learning options (online, instructor-led, hybrid) to fit your learning style
Principal Consultant Sapience Consulting
Principal Consultant Sapience Consulting
ITIL®4 Foundation
About The Course
Extensive research has consistently shown that ITIL as an IT Service Management best practice guidance is fundamental to businesses, enables transformation and helps organisations realise value. Many organisations invest heavily in adopting and adapting ITIL into their business practices and upskilling their workforce with ITIL qualifications.
ITIL4 will help businesses navigate the new technological era, commonly known as the Fourth Industrial Revolution. The speed of current breakthroughs is disrupting almost every industry on a global scale. The Fourth Industrial Revolution is marked by emerging technology in fields including robotics, artificial intelligence, nanotechnology, quantum computing, biotechnology, the Internet of Things (IoT), 3D printing, autonomous vehicles and much more.
ITIL4 provides a practical and flexible basis to support organisations on their journey into the new world of digital transformation by helping them align their human, digital and physical resources, adopt emerging technologies into their IT operations to compete within the complex modern landscape.
What Will I Learn?
- Understand Key Concepts of Service Management
○ Service Management
○ Service and relationship with Value, Outcome, Cost and Risks
○ Service Consumers, Service Providers, Users, Customer
○ Understanding Nature and Components of Value
○ Value Co-Creation
○ Understanding Service Relationships - Learn about 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
○ Optimise and Automate - Understand the ITIL Service Value System
○ Four Dimensions of Service Management
○ Components of the Service Value System including Value Chain, Governance and Practices
○ Value Chain Activities within the Value System - Explore Selected ITIL Practices
○ Incident Management
○ Problem Management
○ Change Control
○ Service Level Management
○ Continual Improvement
○ Service Request Management
○ Service Desk
○ Information Security Management
○ Relationship Management
○ Service Configuration Management
○ Supplier Management
How Will I Benefit?
By completing this course, the following Learning Outcomes (LO) will be achieved:
- LO1: Investigate incidents or technical issues that impact infrastructure operations using service management.
- LO2: Investigate infrastructure and network problems of low to mid-level complexity in line with ITIL guiding principles.
- LO3: Respond to ad-hoc service requests by applying operational processor or procedures considering the four dimensions of service management.
- L04: Resolve technical issues or problems for consumers within an agreed resolution time in alignment with the service value system.
- L05: Handle routine tasks in the administration, configuration and supoort of infrastructure using ITIL practices.
- L06: Execute tasks and activities in an infrastructure upgrade plan in line with the guidelines and processes of ITIL practices.
- L07: Spot warning indicators or significant declines in system and network performance after the deployment of upgrades or updates based on ITIL practices.
Am I Right For This Course?
The ITIL4 Foundation course is ideal for experienced security practitioners, managers and executives interested in proving their knowledge across a wide array of security practices and principles, including :
- Individuals at the start of their journey in Service Management
- ITSM Managers and aspiring ITSM Managers
- Individuals working in other parts of IT (digital, product development) with strong interface with service delivery
- Existing deprecated ITIL qualification holders wishing to update their knowledge
- Language and literacy proficiency level : Minimum 3 GCE ‘O’ Levels Passes including English or WPL Level 5
- Required years of experience in relevant domain : Minimum of 1 year of working experience.
Certification Examination
Candidates who attend the course will be eligible to sit the ITIL4 Foundation certification examination.
About the examination:
- Exam duration : 60 minutes to complete the exam.
- Exam format : 40 questions, multiple choice, proctored, closed book.
- Passing score : 26 marks required to pass (out of 40 available) – 65%.
All exams will be conducted online. The exams are web-proctored by PeopleCert and are available 24/7. Successful participants earn the ITIL® 4 Foundation certification.
Additional Information
Letter of Attendance from Sapience Consulting:
Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Letter of Attendance from Sapience Consulting.
The following information are relevant for candidates who are seeking SSG-funding support for the course:
- Assessments
Candidates must pass all prescribed tests/assessments and attain 100% competency to be eligible for funding support.
○ Mode of Assessment: Written Assessment, Practical Performance. - Statement of Attainment (SOA) from SkillsFuture Singapore:
After passing the assessment(s), you’ll receive a SkillsFuture Singapore Statement of Attainment (SOA) certifying that you have achieved the following Competency Standard(s):
○ ICT-OUS-2007-1.1 -Infrastructure Support-2.
Funding Available
Terms and conditions apply.
Please visit our IBF STS programme page for full details. PSEA page for more info.
Terms and conditions apply.
Please visit our SkillsFuture Credit page for full details.
Terms and conditions apply.
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.
Terms and conditions apply.
Schedule
As Principal Consultant, Lionel Seaw offers extensive technical and managerial depth across government, pharmaceutical, and financial sectors. A trusted advisor, he combines real-world experience with a strategic helicopter-view to manage complex changes. Lionel is dedicated to building high-performance teams through effective methodologies and best practices, achieving mission-critical objectives with perseverance and focus.
Feisal Ismail is an experienced technology and management leader who has supported organisations across government, pharmaceutical, technology, and financial services sectors. An ITIL and DevOps Institute Ambassador, he helps organisations align digital and technology strategies with broader business objectives through pragmatic, results-oriented guidance grounded in globally recognised best practices and real-world operational constraints. Meticulously organised and highly collaborative, Feisal is recognised for delivering effective and sustainable outcomes in complex engagements.
Tan Hoon Wee is an accomplished IT professional with extensive international experience in managing shared services and complex project delivery. Expert in both Waterfall and Agile methodologies, he holds prestigious certifications including PMP, PRINCE2, and CSM. He specialises in advising on organisational change and process optimisation, leveraging exceptional communication skills to maintain outstanding client relationships.
Huang Yi-Jen is a specialist consultant in IT Governance and Management Frameworks. With a portfolio spanning Service Management, Agile, and Risk Management, she is recognised for achieving sustainable results through an organised, proactive delivery model. Yi-Jen is a natural communicator who excels at managing diverse stakeholders and solving complex challenges with an innovative, value-driven and professional mindset.
Luqman Haniff is an IT security specialist with over a decade of experience advising SMEs on infrastructure and information security management. A meticulous problem solver, Haniff utilises a balanced macro-and-micro approach to tackle organisational vulnerabilities. He specialises in creating targeted, custom solutions that bridge the gap between technical necessity and cost-effective business strategy for robust protection.
Why Us?
Participants can attend a complimentary refresher if they wish (1-year validity and subject to approval)
Should you have questions after the course, you may contact the trainer for assistance regarding course material
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