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WSQ - ITIL 4 Foundation Training

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.

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

Funding for this course is valid from 26 Sep 2024 to 25 Sep 2026. Register and complete the course within this period to qualify for funding support.

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

Certificate of Achievement from Tertiary Infotech Academy Pte Ltd - Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Certificate of Achievement from Tertiary Infotech Academy Pte Ltd.
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
SFC
PSEA
UTAP
SFEC
Absentee Payroll
MCES

12 Review(s) | Add Your Review

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.

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 →

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 companies can use their $10,000 SFEC to cover up to 90% of out-of-pocket course fees for classes ending on or before 30 Nov 2026. A redesigned SFEC starts on 1 Dec 2026.

View on SkillsFuture for Business

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.

Direct Application on SkillsFuture Portal

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.

Submit UTAP Claim

PSEA

Eligible Singapore Citizens can use their PSEA funds to offset course fee payable after funding.

Check PSEA Eligibility

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, then submit the completed form to us:

PSEA Withdrawal Form Submit PSEA Form

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

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.

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

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

Written Exam
Case Study

Course Info

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.

Funding Eligibility Criteria

Self-sponsored learners (individuals)

Singapore Citizens and Singapore Permanent Residents aged 21 and above.
Up to 50% course fee funding. Singapore Citizens aged 40 and above receive up to 70% under the Mid-career Enhanced Subsidy (MCES).
Singapore Citizens aged 25 and above can pay the remaining fee with SkillsFuture Credit.

Company-sponsored learners

Singapore Citizens and Singapore Permanent Residents who are direct employees of the sponsoring company.
Up to 50% course fee funding, or up to 70% for employees of SMEs (Enhanced Training Support for SMEs) and for Singapore Citizens aged 40 and above. An SME has no more than 200 employees or an annual turnover of no more than $100 million.
Employers can also claim Absentee Payroll funding for employees who attend during working hours.
Eligible companies can offset their out-of-pocket fees with SkillsFuture Enterprise Credit (SFEC).

Conditions for all funded learners

Attendance is taken digitally with Singpass for every session, including the assessment.
You must complete the course and pass all assessments (assessed as Competent).
If these conditions are not met, the funding is clawed back and the learner or employer pays the full course fee.
9% GST is charged on the full course fee before funding.
Promo and discount codes cannot be used on funded courses.
Any balance after funding can be paid in cash, with SkillsFuture Credit, with PSEA (Singapore Citizens with a PSEA), or partly reimbursed by UTAP for NTUC members.

How to Apply SkillsFuture Credit Claim for Individuals

Singapore Citizens aged 25 and above can use their SkillsFuture Credit (base tier) to pay the course fee after funding. The $4,000 mid-career top-up cannot be used for this course.

Register for this course as self-sponsored and tell us you will use SkillsFuture Credit. Do not pay the amount you plan to claim.
We email you an invoice showing the course fee after funding.
From 60 days before the course starts, and no later than the course start date, log in to MySkillsFuture with Singpass and click Claim credits.
Click Submit a Claim and search for this course by its course code, TGS-2024049350.
Select your class start date, enter the course fee payable after funding and the amount of credit to claim, then upload the invoice (PDF, JPG or PNG, under 4MB).
Review, accept the terms and click Agree and Submit. The credit is paid directly to us; processing can take up to 14 working days.

Changing or withdrawing: cancel the claim on MySkillsFuture at least one day before the course starts. If your class date changes, cancel the claim and submit a new one with the new date.

How to Apply SkillsFuture Enterprise Credit (SFEC)

SFEC helps companies pay for employee training. The current SFEC ends on 30 November 2026, and a redesigned SFEC starts on 1 December 2026.

Current SFEC: classes ending on or before 30 November 2026

Eligible companies received a one-off $10,000 credit, notified by letter to their Corppass administrator. Eligibility generally required at least 3 Singapore Citizen or PR employees and Skills Development Levy contributions.
SFEC covers up to 90% of the company's out-of-pocket course fee after other subsidies.

Check your company's SFEC eligibility and balance on EnterpriseSG.
Register your Singapore Citizen or PR employee for a class that ends by 30 November 2026, as company-sponsored, and pay the course fee after funding.
Your employee attends and completes the course. We submit the attendance and assessment results to SWDA.
No separate claim is needed. SFEC is calculated automatically once the course fee grant is approved and is paid quarterly to your company's IRAS GIRO or PayNow Corporate account.

Any unused balance of the current SFEC expires on 30 November 2026.

Redesigned SFEC from 1 December 2026

Companies with at least 3 resident employees receive a fresh $10,000 in an online SFEC wallet that offsets out-of-pocket fees upfront at enrolment, instead of reimbursing them afterwards. SWDA has not yet published the support rates and claim steps; see OurWorkforce or our SFEC guide.

How to Apply UTAP (NTUC Members)

NTUC members can claim 50% of the unfunded course fee under the Union Training Assistance Programme (UTAP), capped at $250 a year (aged below 40) or $500 a year (aged 40 and above). The cap is shared with UTAP claims for AI tool subscriptions.

Eligibility: you must be an NTUC member paying full membership fees, with your membership paid up before and during the course and when you claim. The course must not be fully paid for by your employer or another source.

Make sure your NTUC membership is paid up before the course starts.
Register for this course with us and pay the course fee after funding and SkillsFuture Credit.
Attend at least 75% of the course and sit all assessments.
Within 6 months after the course ends, go to the NTUC U Portal, open UTAP under E-services, log in with Singpass and choose Course Fee Claim.
Enter the nett course fee you paid (after all subsidies and SkillsFuture Credit, including GST), and upload your invoice or receipt and your certificate or result slip (PDF, JPG or PNG, up to 5MB each).
NTUC usually pays the claim within 4 weeks of submission.

How to Apply PSEA

Singapore Citizens with a Post-Secondary Education Account (PSEA), which stays open until around the year you turn 31, can use it to pay the course fee after funding for PSEA-approved courses. You can also use a sibling's PSEA after your own has been used up.

Check that this course shows the PSEA tag on its MySkillsFuture page.
Check your PSEA balance on MOE's Student Finance System with Singpass.
Download and complete the PSEA withdrawal form, then submit it to us.
We submit the withdrawal request to MOE. You (and your sibling, if you are using their account) authorise it in the Student Finance System. Nothing is withdrawn without this authorisation.
MOE pays us directly. If you have already paid, we refund the amount covered by PSEA.

More details: MOE PSEA overview.

Appeal Process

If you disagree with an assessment decision, you have the right to appeal.

When the assessor gives you feedback, say whether you agree with the outcome. If you agree, you and the assessor sign the Assessment Summary Record; if you disagree, do not sign it.
Discuss the decision with the assessor or the assessment manager first.
If you are still not satisfied, tell the assessor you intend to appeal. The assessor records this in the feedback section of the Assessment Summary Record and informs the assessment manager.
Lodge your appeal within 7 days, giving your reasons, using the Candidate Appeal Form. The assessor can help you write and lodge it.
An Assessment Appeal Panel reviews the information from you and the assessor and makes a decision. A record of the appeal and its outcome is kept.
You will be told the outcome within 2 weeks of lodging the appeal. The panel's decision is final.

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

Patrick Oh brings a management-systems mindset to IT service management. He is a Singapore Certified Management Consultant, listed by TUV SUD as a certified consultant and working with SG Venture Consulting, and a governance, risk and compliance (GRC) consultant whose work centres on implementing and auditing various ISO management systems, including quality and environmental management systems, ISO 14064 greenhouse gas accounting and internal audit. He is CIPM (IAPP) certified and has provided Singapore Personal Data Protection Act (PDPA) and corporate compliance consultancy for more than 13 years, advising organisations on how information, processes and people should be governed. His practice extends to performance management and solutions design consulting, sustainability practice and reporting, and community development. Before becoming a management consultant, Patrick spent years as an automation design engineer, so he understands both the technical and the organisational sides of delivering dependable services.

Patrick uses that background to make the ITIL 4 framework feel practical rather than abstract. The key concepts of value co-creation, service relationships, and balancing outcomes, costs and risks echo the questions he works through with organisations when designing management systems and compliance programmes. He relates the ITIL guiding principles, such as focusing on value, starting where you are, progressing iteratively with feedback and keeping things simple and practical, to how well-run management systems are built and continually improved. In exploring the four dimensions of service management and the service value system, he draws on his audit experience to show how organisations, people, information, technology, partners, suppliers and value streams must work together, and how evidence of control is demonstrated. His governance and risk perspective adds depth to practices such as change enablement, incident management, problem management and continual improvement. Learners leave with a clear understanding of ITIL 4 Foundation concepts and how they apply in real organisations. He also encourages learners to think about how ITIL practices can be introduced progressively, starting with the areas that create the most value for their own organisation.

Dr. Siva, or Prof. Dr. S. Sivanesan, is a Singapore-based governance, risk and compliance specialist with more than 30 years of experience, with a strong focus on IT governance, technology risk and cybersecurity. His technology work draws on frameworks such as ISO 27001 and NIST and covers user access management and data protection. Alongside this, he advises on governance and board matters, enterprise risk management (ERM), internal controls and audit, and sustainability and ESG governance and reporting, and has worked on business process reengineering and crisis management frameworks and plans. He has served boards, regulators, financial institutions, the public sector and charities across Asia, and is a keynote speaker on AI and governance, risk culture and the future of internal audit. He holds a Doctorate in Governance, Risks and Sustainability from EIMT, a Masters in Business Systems and a Bachelor of Economics (Accountancy) from Monash University, and a Specialist Diploma in Sustainability Reporting from Temasek Polytechnic. His professional credentials include CIA, CISA and CRISC, and he is ACLP-certified in Singapore and an HRDC-accredited trainer in Malaysia.

ITIL 4 is about delivering value through well-governed services, and Dr. Siva brings an IT governance and technology risk perspective to this WSQ ITIL 4 Foundation course. He helps learners understand how value co-creation, service relationships and the balance of outcomes, costs and risks play out in real organisations. His process reengineering experience gives practical meaning to guiding principles such as progress iteratively with feedback, keep it simple and practical, and optimise and automate, and to the role of value streams and processes in the four dimensions of service management. His cybersecurity, access management and controls background adds context to practices such as change enablement, incident management and problem management, where sound controls protect both service quality and the organisation. His experience with partners, regulators and boards also informs the discussion of suppliers and stakeholders. Learners leave with a clear grasp of the ITIL 4 service value system and how it supports effective, well-controlled IT service management.

Praveen Dayal is a senior IT leader, IT service management consultant and ACLP-certified trainer with extensive global experience in banking, finance, manufacturing and technology. He has led large-scale IT projects, digital transformation programmes and enterprise system implementations, and has worked with frameworks such as ITIL, ISO 20000 and Lean Six Sigma to align technology services with business strategy. An ITIL practitioner, he also holds certifications including PMP, PMI-ACP, ASM, CISA, CISM and CRISC, reflecting strong expertise in IT governance, risk and project delivery.

In WSQ - ITIL 4 Foundation Training, Praveen helps learners understand ITIL 4 and apply it in modern digital environments. Participants explore the key concepts of service management, including value co-creation, service relationships, and the balance of outcomes, costs, risks, utility and warranty. They work through the seven guiding principles, the four dimensions of service management and the service value system, then examine core practices such as continual improvement, change enablement, incident, problem and service request management, the service desk and service level management. His governance and audit background brings a practical view of how controls and continual improvement support service quality, and his case-driven style helps learners apply ITIL concepts to real IT operations.

Peter Cheong is an ACLP-certified trainer and ICT consultant with strong expertise in enterprise IT infrastructure, Linux and Windows Server administration, and IT operations management. He has delivered large-scale ICT systems for government and corporate clients, including secure trunking and enterprise integration solutions. An IT and knowledge management professional, he also brings expertise in networking, cybersecurity and information systems, having completed the Cisco Networking Academy Introduction to Packet Tracer course and taken part in international ICT and knowledge management conferences such as the IFLA Knowledge Management Satellite Meeting.

In WSQ - ITIL 4 Foundation Training, Peter guides learners through the ITIL 4 framework from the viewpoint of someone who has run the infrastructure that IT services depend on. Participants learn the key concepts of service management, including value co-creation, service relationships, utility and warranty, then apply the guiding principles, the four dimensions of service management and the service value system. He gives particular attention to practices such as incident, change and problem management, service request management and the service desk, linking them to the day-to-day realities of IT operations. His facilitation is practical and solution-driven, so participants leave prepared for the foundation level and able to apply ITIL to streamline IT service delivery.

Zahari Mohd, better known as Zack, is an ACTA-certified trainer with over 20 years of experience in IT service delivery, project management and quality assurance. Throughout his career he has supported organisations in implementing IT frameworks and structured methodologies, helping them put consistent, repeatable processes in place. His specialisms are service quality improvement and team leadership, which places him at the point where IT services meet the people and businesses that rely on them.

In WSQ - ITIL 4 Foundation Training, Zack emphasises ITIL 4 foundations in service management, governance and continual service improvement. Learners start with the key concepts of value and value co-creation, service relationships, and outcomes, costs, risks, utility and warranty. They then apply the seven guiding principles, from focusing on value to optimising and automating, explore the four dimensions of service management and the service value system, and review core practices including continual improvement, change enablement, incident and problem management, the service desk and service level management. His sessions are interactive and workplace-focused, drawing on his service delivery and quality experience, so learners leave able to align IT services more closely with business objectives.

Review

Customer Reviews (12)

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

Trainer is experienced and shared many insightful real life work examples. Whole course is presented methodically and concepts explained with clarity. (Posted on 9/20/2026)

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

I would recommend if there’s more people sign up. Im okay to do the virtual course but I prefer more to physical class in the future. (Posted on 8/16/2026)

Average Rating: 4.0/5 Review by Course Participant/Trainee