Course ID:
TGS-2024042607
Course duration:
4 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 Specialist: Monitor, Support and Fulfil
About The Course
The ITIL4 Monitor, Support and Fulfil course is designed to equip IT professionals with the knowledge and skills required to effectively monitor, support, and fulfil IT services in alignment with the ITIL4 framework. This course builds upon the foundational concepts of ITIL4 and focuses specifically on the activities involved in monitoring, supporting, and delivering high-quality IT services to meet organisational goals and stakeholder expectations.
Participants will explore the key principles and practices of ITIL4 in the context of monitoring, supporting, and fulfilling IT services. You will learn how to establish effective monitoring mechanisms to ensure service performance, availability, and capacity. You will also gain insights into incident management, problem management, and service request management practices, enabling them to efficiently resolve issues and fulfil service requests through channels such as Service Desk.
By the end of this course, participants will possess a comprehensive understanding of ITIL4 principles and practices related to monitoring, supporting, and fulfilling IT services. The course also includes guidance to measure practice capability levels and understand factors that correlate with practice success.
What Will I Learn?
How Will I Benefit?
By completing this course, the following Learning Outcomes (LO) will be achieved:
- LO1: Diagnose underlying technical problems causing disruptions using ITIL4 diagnostic tools & processes.
- LO2: Provide management of technical issues within an agreed timeframe utilising ITIL4 troubleshooting techniques.
- LO3: Perform infrastructure configuration, support, and implement ITIL4 problem management procedures to resolve incidents.
- LO4: Develop plans for infrastructure upgrades and propose improvements based on user needs.
- LO5: Test infrastructure systems to assess the impact of potential upgrades using different ITIL 4 system tests.
- LO6: Organise information for user guides and training materials using relevant sources of information and content.
Am I Right For This Course?
- Deepen their understanding of ITIL 4’s framework and its practical application.
- Develop or enhance their skills in monitoring, supporting, and fulfilling IT services.
- Improve their ability to establish effective cross-practice collaboration.
- Learn how to optimise IT service delivery to better align with business goals and value streams.
- Gain a recognised qualification to demonstrate their expertise in ITIL 4.
- 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 certification examination. This globally recognised certification validates your skills in service management, incident handling, and continuous improvement.
About the examination:
○ Exam duration: 90 minutes to complete the exam.
○ Exam format: 60 questions, multiple choice, proctored, closed book.
○ Passing score: 39 marks required to pass (out of 60 available) – 65%.
○ ITIL4 Foundation certification is a pre-requisite to sit the examination.
All exams will be conducted online. The exams are web-proctored by PeopleCert and are available 24/7. Successful participants earn the ITIL® 4 Specialist: Monitor, Support, and Fulfil 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: Case study, Short Answer Questions. - 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-4007-1.1 – Infrastructure Support-3.
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