(24 hrs) IT Service Management and Help Desk Operations (ITIL 4 Foundation)
IT Service Management and Help Desk Operations Course in Singapore: Learn ITIL 4 service management concepts, guiding principles, and help desk practices for modern IT service delivery.
Course Synopsis
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.
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 aged ≥ 30 years old with 8 years of relevant working experience.
Learning Units
LU 1: Key Concepts of Service Management
- The concept of value
- Stakeholder and service consumer roles
- Service offerings
- Creating value with services
LU 2: Key concepts of ITIL 4
- Four dimensions of service management
- ITIL service value system
- Service value chain
LU 3: The Guiding Principles
- Introduction to the guiding principles
- Using the guiding principles
LU 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
Course Objectives
By the end of this course, you should be able to:
- Explain the relationships between value, products, services, and service offerings, and how these contribute to value creation for stakeholders, including organisations, service providers, service consumers, and other relevant parties.
- Identify the roles of service consumers, including customer, user, and sponsor, within the context of service management.
- Differentiate key service management concepts such as utility, warranty, outcome, output, cost, and risk in relation to value creation.
- Explain the four dimensions of service management and the components of the ITIL service value system (SVS).
- 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.
- 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.
- Recall the purpose and key terminology of the 15 ITIL practices to establish foundational understanding.
- 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.
Training Hours & Assessment
Total Training Hours: 24 hours, including a 2-hour assessment
Assessment
- Written Assessment
Fees and Subsidies
*Eligible for Singaporean Citizens, Permanent Residents, and Long-Term Visit Pass Plus Holders
Course Fee:
S$1,300 (exclusive of 9% GST)
Course Fee After Eligible SWDA Subsidies:
From S$165.10 (inclusive of 9% GST) after 90% SWDA Subsidies
| Learners | |
| Singaporean Citizens ≥ 40 years old | S$165.10 (after SWDA 90% Funding) SkillsFuture Credits can be used on top of existing subsidies |
| Singaporean Citizens, PRs or LTVP+ Holders ≥ 21 years old |
S$425.10 (after SWDA 70% Funding) For Singapore Citizens aged 21-31 Post Secondary Education Account Funds can be used. |
| Learners | SMEs | Non-SMEs |
| Singaporean Citizens ≥ 40 years old | S$165.10 (after SWDA 90% Funding) SkillsFuture Enterprise Credits (SFEC) can be used on top of existing subsidies |
S$165.10 (after SWDA 90% Funding) SkillsFuture Enterprise Credits (SFEC) can be used on top of existing subsidies |
| Singaporean Citizens, PRs or LTVP+ Holders ≥ 21 years old | S$425.10 (after SWDA 70% Funding) SkillsFuture Enterprise Credits (SFEC) can be used on top of existing subsidies |
Singaporean Citizens ≥ 40 years old
After SWDA 90% Funding
SkillsFuture Credits can be used on top of existing subsidies
After SWDA 90% Funding
SkillsFuture Enterprise Credits (SFEC) can be used on top of existing subsidies
Singaporean Citizens, PRs or LTVP+ Holders ≥ 21 years old
After SWDA 70% Funding
For Singapore Citizens learners aged ≥ 25 years old SkillsFuture Credits can be used on top of existing subsidies.
For Singapore Citizens aged 21-31 Post Secondary Education Account Funds can be used.
After SWDA 90% Funding
SkillsFuture Enterprise Credits (SFEC) can be used on top of existing subsidies
After SWDA 70% Funding
SkillsFuture Enterprise Credits (SFEC) can be used on top of existing subsidies
All prices are inclusive of 9% GST.
(24 hrs) IT Service Management and Help Desk Operations (ITIL 4 Foundation)
Up to 90% SkillsFuture Subsidy. Enrol today.
Course Schedule
Course Name: (24 hrs) IT Service Management and Help Desk Operations (ITIL 4 Foundation)
Course Code: TGS-2026064617
Course Duration: 3 Days (9:00am – 6:00pm)
| Course Name | Duration | Month | Date | Venue | Remarks |
|---|---|---|---|---|---|
| (24 hrs) IT Service Management and Help Desk Operations (ITIL 4 Foundation) TGS-2026064617 | 3 days (9:00am - 6:00pm) | August 2026 | 08,15,16 Aug | JTC Summit | Weekends |
| September 2026 | 06,12,13 Sep | International Plaza | Weekends | ||
| 14,15,16 Sep | International Plaza | Weekdays |
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