(24 hrs) IT Service Management and Help Desk Operations (ITIL 4 Foundation)
About This Course
This course prepares participants for success in the ITIL 4 Foundation examination by building a strong understanding of the ITIL 4 service management framework and its relevance to modern digital organisations.
Participants will explore how ITIL has evolved to support contemporary technologies, agile ways of working, and value-driven service delivery.
The course introduces the common language, core concepts, and guiding principles of ITIL 4, while developing an overall understanding of managing modern IT-enabled services.
Participants will also discover how to apply ITIL guidance to improve individual performance, service quality, and organisational effectiveness in real workplace contexts and exam readiness overall.
What You'll Learn
• The concept of value
• Stakeholder and service consumer roles
• Service offerings
• Creating value with services
2. Key concepts of ITIL 4
• Four dimensions of service management
• ITIL service value system
• Service value chain
3. The Guiding Principles
• Introduction to the guiding principles
• Using the guiding principles
4. ITIL 4 Management Practices
• Purpose of the ITIL practices
• Overview of eight ITIL practices
• Key management practices – Part 1
• Key management practices – Part 2
• Key management practices – Part 3
Entry Requirements
Prerequisites
• Completed the following courses awarded by @ASK Training:
- Introduction to Information Technology (IT)
- Understanding Computer Hardware & Peripherals
- Operating Systems and Desktop Support
- Network Fundamentals and Troubleshooting
- Cybersecurity Essentials
- IT Troubleshooting and Problem Solving
Language:
• Attained at least WPLN level 5 OR
• Obtained Grade C6 for GCE O level English OR
• Other equivalent qualifications
Academic:
• Obtained at least a pass or C6 at GCE O Level in at least 3 subjects OR
• Candidates with other qualifications will be considered on a case-by-case basis OR
• Mature candidates (≥ 30 years old) with 8 years of relevant working experience