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WSQ - ITIL 4 Foundation Training

WSQ - ITIL 4 Foundation Training

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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.

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

Course Brochure

Download WSQ - ITIL 4 Foundation Training Brochure

Skills Framework

This course follows the guideline of Infrastructure Support ICT-OUS-3007-1.1 under ICT Skills Framework

Certifications

Certificate of Completion from Tertiary Infotech - Upon meeting at least 75% attendance and passing the assessment(s), participants will receive a Certificate of Completion from Tertiary Infotech.
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.
External Certification - The participant will be able to attempt the ITIL 4 Foundation certification exam after attending this course. Upon passing the exam, you will receive the ITIL 4 Foundation certification. This certification validates your understanding of the key concepts, terminology, and elements of IT service management according to the ITIL 4 framework. (Note that external certification exam fee is not covered in the course fee)

WSQ Funding

WSQ funding is only applicable to Singaporeans and PR. Subject to eligibility, the funding support is subjected to funding caps.

Effective for courses starting from 1 Jan 2024
Full Fee	GST	Nett Fee after Funding (Incl. GST)
		Baseline	MCES / SME
$1,300.00	$117.00	$767.00	$507.00

Baseline: Singaporean/PR age 21 and above
MCES(Mid-Career Enhanced Subsidy): S'porean age 40 & above

Upon registration, we will advise further on how to tap on the WSQ Training Subsidy.

You can pay the nett fee (after the WSQ training subsidy) by the following :

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 Code: TGS-2024049350

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.

Course Cancellation/Reschedule Policy

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

Final Assessment

Written Assessment (SAQ)
Case Study (CS)

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 SkillsFuture Singapore's (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 SkillsFuture Singapore's (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), SSG 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

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

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

Peter Cheong – 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 successfully delivered large-scale ICT systems for government and corporate clients, including secure trunking and enterprise integration solutions.

For this ITIL course, Peter guides learners in understanding ITIL 4 practices and service management frameworks, focusing on incident, change, and problem management processes. His facilitation is practical and solution-driven, ensuring participants can apply ITIL to streamline IT service delivery.

Zahari Mohd (Zack) – 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.

In this WSQ training, Zack emphasizes ITIL 4 foundations in service management, governance, and continual service improvement. His sessions are interactive and workplace-focused, equipping learners with the skills to align IT services with business objectives.

Praveen Dayal: Praveen Dayal is an experienced IT service management consultant and corporate trainer with over 20 years of experience in IT operations, process improvement, and project delivery. He has worked with global organizations across industries including banking, telecommunications, and government, implementing frameworks such as ITIL, ISO 20000, and Lean Six Sigma. As a certified ACLP trainer and ITIL practitioner, Praveen brings deep expertise in aligning technology services with business strategy while improving efficiency and service quality.

In this course, Praveen focuses on helping learners understand ITIL 4 principles and their application in modern digital environments. His sessions emphasize service value systems, continual improvement, and governance models that support organizational agility. Learners benefit from his practical, case-driven teaching style, which enables them to apply ITIL concepts effectively to real-world IT operations and enhance overall service management performance.

Truman Ng: 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: 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.

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)

will recommend Review by Course Participant/Trainee

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. (Posted on 9/21/2025)

recommended Review by Course Participant/Trainee

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. (Posted on 8/3/2025)

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. (Posted on 5/6/2025)

will recommend Review by Course Participant/Trainee

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. (Posted on 5/6/2025)

will recommend Review by Course Participant/Trainee

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. (Posted on 5/6/2025)

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About Us

Tertiary Infotech Academy, established in 2012, is a leading skills-based training provider dedicated to supporting Singapore’s Industry 4.0 transformation. We are a registered Private Education Institute (PEI), offering Diploma and Advanced Certificate programs in Cyber Security and Artificial Intelligence.

As a strong advocate for professional and lifelong learning, we are a WSQ and IBF Approved Training Organisation (ATO). We also serve as an Authorized Training Partner for major global technology and certification bodies, including Microsoft, CompTIA, AWS, Pearson VUE, Autodesk, Linux Foundation.

In addition, our academy is both a Pearson VUE, Kryterion, PSI Authorized Test Centers enabling learners to access industry-recognized examinations in a convenient and professional environment.

Training Grants and Subsidies

WSQ: Company and Singaporeans/PR can apply WSQ 70-90% funding depending on eligibility
SkillsFuture Enterprise Credit (SFEC) - Eligible Singapore-registered companies can tap on $10000 SFEC to cover up to 90% of out-of-pocket expense
SkillsFuture Credit: All Singaporeans aged 25 and above can use their $500 SkillsFuture Credit from the government to pay for a wide range of approved skills-related courses.
IBF-STS Companies and Singaporeans/PR can apply IBF-STS 70-90% funding depending on eligibility
UTAP: NTUC members enjoy 50% subsidy for unfunded course fee support for up to $250 each year when you sign up for courses supported under UTAP
PSEA: Individual can pay using using their Post Secondary Education Account