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Course Details
Course Details
What You'll Learn
This course prepares you for the ITIL certification exam, covering all official exam domains and their approximate weightings:
Domain 1 Understand the key concepts of service management (12.5%)
- Recall definitions: service, utility, warranty, customer, user, service management, sponsor
- Describe key concepts of creating value with services: cost, value, organization, outcome, output, risk, utility, warranty
- Describe key concepts of service relationships: service offering, service relationship management, service provision, service consumption
Domain 2 Understand how the ITIL guiding principles can help an organization adopt and adapt service management (15%)
- Describe the nature, use and interaction of the 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
Domain 3 Understand the four dimensions of service management (5%)
- Organizations and people
- Information and technology
- Partners and suppliers
- Value streams and processes
Domain 4 Understand the purpose and components of the ITIL service value system (2.5%)
- Describe the ITIL service value system (SVS) as a whole — how its components (guiding principles, governance, service value chain, practices, continual improvement) work together to enable value co-creation
Domain 5 Understand the activities of the service value chain, and how they interconnect (5%)
- Describe the interconnected nature of the service value chain and how it supports value streams
- Describe the purpose of each value chain activity: Plan, Improve, Engage, Design & transition, Obtain/build, Deliver & support
Domain 6 Know the purpose and key terms of 15 ITIL practices (17.5%)
- Recall the purpose of 15 named practices, e.g. information security management, relationship management, supplier management, IT asset management, monitoring and event management, release management, service configuration management, deployment management (plus the 7 practices covered in more depth elsewhere: continual improvement, change enablement, incident management, problem management, service request management, service desk, service level management)
- Recall definitions of key ITIL terms: IT asset, event, configuration item, change, incident, problem, known error
Domain 7 Understand 7 ITIL practices in detail (42.5%)
- Continual improvement (including the continual improvement model)
- Change enablement
- Incident management
- Problem management
- Service request management
- Service desk
- Service level management
Course Info
PeopleCert Exam Voucher
1: Visit https://www.peoplecert.org/
2: Create your PeopleCert Account. If you already have one, please sign in.
3: Enter the PeopleCert Voucher Code provided to you. Access your eBook in the My eBooks tab and Schedule your Exam in the Overview tab.
4: Access your training in My Trainings tab.
Promotion Code
Your will get 10% discount voucher for 2nd course onwards if you write us a Google review.
Minimum Entry Requirement
Knowledge and Skills
- 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.
Target Age Group: 18-65 years old
Minimum Software/Hardware Requirement
Software:
TBD
Hardware: Window or Mac Laptops
Job Roles
Job Roles
- IT Service Manager
- ITIL Consultant
- IT Project Manager
- IT Operations Manager
- Service Desk Analyst
- Change Manager
- Incident Manager
- Problem Manager
- IT Quality Analyst
- IT Compliance Officer
- IT Governance Specialist
- Configuration Manager
- IT Risk Manager
- Business Continuity Manager
- Service Level Manager
- IT Auditor
- Process Improvement Specialist
- IT Infrastructure Manager
- IT Support Technician
- IT Resource Planning Analyst
Trainers
Trainers
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.
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.
I am a ACLP certified trainer. With In-depth and diversified experiences from Project Management DevOps, Blockchain, Project Management, Education, IT and even Numerology, I am passionate to meet good people and generate new ideas, in pursuit of realization of better world!
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