(24 hrs) IT Service Management and Help Desk Operations (ITIL 4 Foundation) (Part of SCTP)
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
2. Identify the roles of service consumers, including customer, user, and sponsor, within the context of service management.
3. Differentiate key service management concepts such as utility, warranty, outcome, output, cost, and risk in relation to value creation.
4. Explain the four dimensions of service management and the components of the ITIL service value system (SVS).
5. Analyse the interconnected nature of the service value chain, including the purpose of each value chain activity and how they support value streams in delivering value.
6. Apply the ITIL guiding principles by explaining their individual purposes, usage, and how they interact to support decision-making and continual improvement across service management practices.
7. Recall the purpose and key terminology of the 15 ITIL practices to establish foundational understanding.
8. Explain the objectives and activities of seven key ITIL practices that include incident management, service request management, service desk, problem management, continual improvement, service level management, and change enablement, and how they integrate within the service value chain.
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