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WSQ - ITIL 4 Foundation Training

Course Information

  • Sessions 2 days
  • Duration 16 hrs
  • Level Beginner
  • Assessment 2 hrs

Venue

12 Woodlands Square #07-85/86/87 Woods Square Tower 1, Singapore 737715. 5 mins walk from Woodlands (NS9) MRT station.

The venue is disabled-friendly.

Skills Framework

TSC Title
Infrastructure Support
TSC Code
ICT-OUS-3007-1.1

Learning Outcomes

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

  • LO1: Diagnose technical problems using ITIL system management tools and processes for network infrastructure.
  • LO2: Implement ITIL problem management principles to mitigate root causes of infrastructure-related incidents.
  • LO3: Manage and resolve technical issues for users, ensuring high-level support within agreed timeframes.
  • LO4: Develop action plans based on ITIL service value systems and propose infrastructure upgrades in accordance to user needs and potential benefits.
  • LO5: Construct user guides and training materials, integrating system tests to support infrastructure administration
Download Course Brochure

Certification

  • Certificate of Completion from Tertiary Courses - Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Certificate of Completion from Tertiary Courses.
  • 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.

WSQ - ITIL 4 Foundation Training

Course Code: TGS-2024049350
  • WSQ
  • SkillsFuture Credit
  • PSEA
  • SFEC
  • Absentee Payroll
  • MCES

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What's This Course About

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.

Bonus: Free Practice Exams

Get exam-ready on our Practice Exam Portal — train in realistic Practice Mode and timed Exam Mode, then retake them as many times as you like before the real exam.

Start Practising →

WSQ Funding

Full Fee ₦1,300.00 Before GST
GST ₦117.00 9% of fee
Baseline Nett ₦767.00 SG/PR age 21+ · 50% funded
MCES / SME Nett ₦507.00 SG age 40+ · 70% funded
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

UTAP

Eligible NTUC members can apply for 50% of the unfunded fee from UTAP, capped up to $250/year and for members aged 40 and above, capped up to $500/year. Click here to submit UTAP

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.

Once you are eligible for PSEA, please download and fill up the PSEA Withdrawal Form and email to us.

Course FeeBefore Funding

₦1,560,000.00 (GST-exclusive)
₦1,700,400.00 (GST-inclusive)

Course Date

* Required Fields

Additional Note

Please bring your own laptop for hands-on training. If you don't have laptop, we can provide spare laptop for training use.

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.

Cancellation & Reschedule Policy

  • You can register your interest without upfront payment. There is no penalty for withdrawal of the course before the class commences.
  • 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

Course Details

What You'll Learn

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

Assessment

  • Written Exam
  • Case Study

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 SWDA's (formerly 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 SWDA's (formerly 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), SWDA 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 

Appeal Process

  1. The candidate has the right to disagree with the assessment decision made by the assessor.
  2. When giving feedback to the candidate, the assessor must check with the candidate if he agrees with the assessment outcome.
  3. If the candidate agrees with the assessment outcome, the assessor & the candidate must sign the Assessment Summary Record.
  4. If the candidate disagrees with the assessment outcome, he/she should not sign in the Assessment Summary Record.
  5. If the candidate intends to appeal the decision, he/she should first discuss the matter with the assessor/assessment manager.
  6. If the candidate is still not satisfied with the decision, the candidate must notify the assessor of the decision to appeal. The assessor will reflect the candidate’s intention in the Feedback Section of the Assessment Summary Record.
  7. The assessor will notify the assessor manager about the candidate’s intention to lodge an appeal.
  8. The candidate must lodge the appeal within 7 days, giving reasons for appeal 
  9. The assessor can help the candidate with writing and lodging the appeal.
  10. he assessment manager will collect information from the candidate & assessor and give a final decision.
  11. A record of the appeal and any subsequent actions and findings will be made.
  12. An Assessment Appeal Panel will be formed to review and give a decision.
  13. The outcome of the appeal will be made known to the candidate within 2 weeks from the date the appeal was lodged.
  14. The decision of the Assessment Appeal Panel is final and no further appeal will be entertained.
  15. Please click the link below to fill up the Candidates Appeal Form.

Job Roles

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

Trainers

Peter Cheong is an IT and knowledge management professional with strong expertise in networking, cybersecurity, and information systems. He has completed the Cisco Networking Academy Introduction to Packet Tracer course and has participated in international ICT and knowledge management conferences such as the IFLA Knowledge Management Satellite Meeting. With professional experience in IT systems and infrastructure, Peter brings both technical knowledge and global exposure to his training. As an adult educator, Peter focuses on building learners’ foundational skills in cybersecurity, network defense, and risk management aligned to CompTIA Security+ objectives. His sessions emphasize real-world security scenarios, equipping participants to recognize vulnerabilities, manage threats, and implement effective security controls. His combination of practical training and industry exposure ensures learners are well-prepared for both the certification exam and workplace application.
Zack is an ACTA-certified trainer with over 20 years of experience in IT service delivery, project management, and quality assurance. He has supported organizations in implementing IT frameworks and structured methodologies, specializing in service quality improvement and team leadership.
Praveen Dayal is a senior IT leader and project management specialist with extensive global experience in banking, finance, manufacturing, and technology. He holds multiple international certifications, including PMP®, PMI-ACP, ASM, CISA, CISM, CRISC, and ACLP, reflecting his strong expertise in project management, risk governance, and agile practices. His career spans senior leadership roles where he successfully led large-scale IT projects, digital transformation programs, and enterprise system implementations across multiple industries. As an ACLP-certified trainer, Praveen has delivered Agile and Scrum-focused programs that empower IT and business professionals to adopt iterative, value-driven project management approaches. He integrates real-world case studies, simulations, and agile practices into his teaching, enabling participants to understand how agile frameworks can be applied beyond software development into IT projects and enterprise change management. His pragmatic and structured approach ensures learners acquire actionable skills to deliver IT projects with agility, efficiency, and business alignment.

Truman Ng is a senior IT and cloud infrastructure specialist with more than two decades of experience in systems engineering, project management, and IT service delivery. He holds multiple professional certifications including PMP®, Cisco CCNP®, and AWS Certified Solutions Architect, and has managed large-scale technology deployments across sectors such as logistics, education, and manufacturing. As an ACTA-certified trainer, Truman is known for his hands-on teaching approach and ability to connect IT governance frameworks with practical implementation strategies.
In this course, Truman guides learners through the ITIL 4 framework with a focus on operational excellence and service lifecycle management. His sessions cover service value creation, risk management, and best practices for aligning IT performance with business outcomes. Learners gain actionable skills in managing IT services, optimizing workflows, and applying ITIL methodologies to achieve continuous improvement in service operations. 

Dr. Alfred Ang is a veteran technologist, researcher, and education leader with over 25 years of experience in information systems, service management, and digital transformation. He holds a PhD in Electrical Engineering from the National University of Singapore, an MEng from NTU, and an MBA from Universitas 21 Global. As the Founder and Managing Director of Tertiary Infotech Pte. Ltd., Dr. Ang has designed and delivered numerous accredited courses in IT governance, cloud computing, and service management. His expertise lies in bridging academic theory with applied enterprise practices to help organizations optimize IT operations and service delivery.
In this course, Dr. Ang provides learners with a strategic understanding of ITIL 4 and its role in modern digital ecosystems. His sessions emphasize the integration of ITIL principles into enterprise IT processes, focusing on governance, continuous improvement, and service value co-creation. Participants gain a holistic view of IT service management, enabling them to align IT strategies with organizational goals and deliver measurable value through structured ITIL practices.

Review

Customer Reviews (10)

Average Rating: 4.0/5 Review by Course Participant/Trainee
1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment
It would be good if facilitator can facilitate breakout room for group discussion for online classes. (Posted on 3/13/2026)
Average Rating: 5.0/5 Review by Course Participant/Trainee
1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment
Great knowledge (Posted on 3/13/2026)
Average Rating: 4.3/5 Review by Course Participant/Trainee
1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment
N/A (Posted on 3/13/2026)
Average Rating: 4.0/5 Review by Course Participant/Trainee
1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment
Thanks Sam (Posted on 3/13/2026)
Average Rating: 4.3/5 Review by Course Participant/Trainee
1. Do you find the course meet your expectation?
2. Do you find the trainer knowledgeable in this subject?
3. How do you find the training environment
Thank you for the course! Appreciate it a lot! (Posted on 3/13/2026)

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