ITIL Foundation Certificate in IT Service Management (SF)

NTUC LearningHub

Course introduction

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.

Course Benefits

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

Course 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.

Target Audience

  • 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
  • CoordinatorsIT Professionals
  • IT Architects
  • IT Project Managers
  • IT Managers
  • IT project or team members
  • Application Developers
  • Network Operators
  • Consultants
  • and other IT-related positions


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
  • 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
  • General Roles and Responsibilities
Technology and Architectures
  • Service Automation
Competence and Training
  • Competence and Training
  • IT Certification Roadmap

Available Course Sessions

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Trainer Profile

NTUC Learninghub Pte Ltd (Executive Arm of NTUC LearningHub)

NTUC LearningHub® employs industry experienced and vendor certified instructors. These instructors are required to achieve sufficient qualifications before leading a class. In addition, we work with partners to deliver the latest course materials and computer facilities so that students can learn critical skills and prepare for the examinations.