The ITIL® 4 Foundation Certificate is an introduction to ITIL® 4 framework. It allows the candidates to understand the IT Service Management by using the end-to-end operating model. It deals with the creation, delivery, and continual improvement of IT services and products. Professionals who are ITIL® 4 certified know who ITIL® can be used to enhance the IT Service Management.
ITIL® 4 is the next evolution of the ITIL® framework. It consists of a stream of four modules named ITIL® Managing Professional (ITIL® MP). These four modules are:
ITIL® Managing Professional (MP) is designed for apprentices who engage with technology and digital teams throughout the organization.
They are not just confined to the IT departments. This course attempts to give experience and expertise to run successful teams, IT projects, and workflows.
Modules cover ‘ITIL® Specialists’ in -
ITIL® Managing Professional
ITIL® Strategic Leader
Digital & IT
ITIL® V4 Foundation
The objective of this course is to develop the apprentice on how to utilize technology to address and deliver business procedure. It also emphasizes the role of IT in this process.
ITIL V4 Syllabus includes -
ITIL® Certification Level
ITIL® V3/V4 Foundation Certification
ITIL® Intermediate Service Lifecycle stream:
Service Strategy (SS)
Service Design (SD)
Service Transition (ST)
Service Operation (SO)
Continual Service Improvement (CSI)
3 credits each
ITIL® Intermediate Service Capability stream
· Planning, Protection, and Optimization (PPO)
· Service Offerings and Agreements (SOA)
· Release, Control, and Validation (RCV)
· Operational Support and Analysis (OSA)
4 credits each
ITIL® Managing Across the Lifecycle (MALC)
ITIL® Certification Level
Number of Credits Required
Composition of Credits
2 credits from ITIL® Foundation
ITIL® Managing Across the Lifecycle (MALC)
2 credits from ITIL® Foundation and a minimum of 15 credits from ITIL® Intermediate or complementary qualifications
2 credits from ITIL® Foundation, minimum of 15 credits from either ITIL® Intermediate or complementary qualifications, and 5 credits from ITIL® MALC
ITIL® v3 Foundation certified
Once you have obtained the ITIL® v3 Foundation certification, you can straight away take the ITIL® 4 Foundation to transition into the new scheme. A new single exam will be required to cover the new material in the ITIL® 4 Foundation.
ITIL® Intermediate/Practitioner level
If you have started collecting credits from Intermediate or Practitioner levels, it is better to continue with the v3. This will help you prepare for the east transition while gaining the designation of the ITIL® Managing Professional.
ITIL® v3 expert
If you are on this level, get the ITIL® Managing Professional designation by taking the ITIL® Managing Professional Transition module as soon as it is released.
After achieving the destination, you will only need to pursue the ITIL® Leader Digital and Strategy module instead of completing the ITIL® Strategic Leader stream. Completing both the streams will make you eligible to move towards the ITIL® Master.
ITIL® Service Capability modules:
The most significant purpose for developing an advanced version of the ITIL® V3 was because of its specific shortcomings. These are -
1. An unsatisfactory involvement with the ITSM Community
2. Incompetent to perceive the current trends in software developments and IT services.
The latest version addressed the bad relationship issues by giving them heads-up as it will publish the updates in the community, thus avoiding any hindrance in the free flow of data. Moreover, to give the students a complete overview from the beginning, the whole foundation course under the ITIL® V4 has been revised. It is updated based on the requirements of modern business. What makes these revisions so accurate is the fact that they are based on the feedback of millions of ITIL® practitioners and are completely practical.
Evolution of ITIL® V4 -
ITIL® 4 best practices and how to implement them to streamline processes for continuous improvement
Fundamentals of Service Management, Service Lifecycle and other IT-enabled services.
Applying practices learnt to improve business decisions and optimize customer expectations
An in-depth preparation for ITIL® 4 Foundation certification
There are no specific prerequisites for this course, and Axelos has not defined any specific eligibility criteria for the ITIL® 4 Foundation exam. However, the ITIL® 4 Foundation certification is in itself a prerequisite for the higher levels of ITIL® qualifications.
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The KnowledgeHut exam plan has been meticulously planned and created by resourcing ITIL® 4 questionnaires and exam blueprints. These will give you maximum learning benefit for clearing the exam at the very first attempt.
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Apply ITIL skills to enhance the profit margins, productivity, efficiency, agility and customer satisfaction of the industry you work in.
1.1 Recall the definition of:
1.2 Describe the key concepts of creating value with services (2.1,2.1.1, 2.2 and all subsections of 2.5):
1.3 Describe the key concepts of service relationships: (2.3.2, 2.4, 2.4.1 ):
2.1 Describe the nature, use and interaction of the guiding principles (4.3, 4.3.8)2.2 Explain the use of the guiding principles (4.3):
3.1 Describe the four dimensions of service management (3):
4.1 Describe the ITIL service value system (4.1)
5.1 Describe the interconnected nature of the service value chain and how this supports value streams (4.5)5.2 Describe the purpose of each value chain activity:
6.1 Recall the purpose of the following ITIL practices:
6.2 Recall definitions of the following ITIL terms:
7.1 Explain the following ITIL practices in detail, excluding how they fit within the service value chain:
According to PayScale, the average annual income of an Incident Manager with ITIL certification in Singapore is S$61,674. The salary range per annum for an Incident Manager ranges between S$41,000 to S$124,000.
The average annual salary of a Problem Manager with an ITIL certification in Singapore is S$219,500. The annual salary ranges between S$211,000 to S$228,000.
A Change Manager with ITIL certification in Singapore can earn anything between S$10,000 and S$197,000. The average annual salary of the Change Manager is S$81,812.
An ITIL V3 certification can get a Business Relationship Manager an average salary of about S$58,500. This salary can range between S$56,000 and S$61,000 in Singapore.
The average annual salary of a Project Manager with ITIL V3 certification is S$92,000. The salary can range between S$54,000 to S$242,422.
An ITIL certified Service Delivery Manager in Singapore can earn up to S$91,000. This average annual salary can range between S$46,000 and S$146,000.
The responsibilities and salary structure of the Service Strategy roles for the ITIL V3 certification in Singapore are mentioned below:
|SI. No.||ITIL Roles||Responsibilities||Salary in Singapore/US (per annum)|
|1.||Business Relationship Manager||A Business Relationship Manager identifies the needs of the customer, and maintains the relationship. The manager also ensures that the customers are offered a catalog of services that deals with all their requirements.||S$58,000|
|2.||Demand Manager||A Demand Manager anticipates, influences, and understands the requests made by the customers and offers the services.|
|3.||Financial Manager||The Finance Manager’s role is to manage the accounts, create a budget and charge according to the requirements of the IT services.||S$81,361|
|4.||IT Steering Group (ISG)||The IT Steering Group is responsible for ensuring that the strategies of IT services and business are aligned. The group consists of senior management from both the sectors.|
|5.||Service Portfolio Manager||A Service Portfolio Manager is responsible for the development of the offerings of the service provider that decide which strategies to deal with customer’s requests.||S$104,564|
ITIL V3 certified Service Design Roles in Singapore have the responsibilities and salaries as given below:
|Sl No.||Roles||Responsibilities||Salaries (per annum)|
|1.||Applications Analyst||The responsibility of an application analyst is the management of an application through its lifecycle.||S$63,801|
|2.||Availability Manager||The Availability Manager defines, measures, analyzes, plans, and improves the service aspects of the IT services and ensures their availability.|
|3.||Capacity Manager||A Capacity Manager delivers the services and infrastructure according to the performance targets and sanctioned capacity in a timely and cost-effective manner.|
|4.||Compliance Manager||Compliance Managers are responsible for making sure that the organization adheres to all the standards and guidelines. This ensures the verification of practices like steady accounting.||S$82,799|
|5.||Enterprise Architect||Enterprise Architects are responsible for maintaining the Enterprise Architecture (EA). EA is an important element of business and its interrelations.||S$165,000|
|6.||Information Security Manager||Information Security is responsible for protecting the data, information, assets, and IT services of an organization by keeping them available, integral, and confidential.||S$121,099|
|7.||IT Service Continuity Manager||The IT Service Continuity Manager manages risks that could affect IT services.|
|8.||Risk Manager||The Risk Managers assesses, identifies and controls the risks by analyzing the asset’s value to the business.||S$97,446|
|9.||Service Catalogue Manager||The Service Catalogue Manager maintains the information in the service catalog and ensures that it is accurate and updated.|
|10.||Service Design Manager||Service Design Manager’s role is producing secure, quality, and resilient designs that contribute to the enhanced IT services.||S$78,542|
|11.||Service Level Manager||The Service Level Manager is responsible for handling all the Operational Level Agreements, Underpinning contracts, and Service Management processes. All these contracts and processes must be in accordance with the agreed upon service level targets.|
|12.||Service Owner||Service Owners negotiate the Operational Level Agreements (OLAs).|
|13.||Supplier Manager||The responsibility of the Supplier Manager is to ensure that the supplier’s contract is according to the requirements of the business.||S$91,067|
|14.||Technical Analyst||The Technical Analyst is responsible for providing technical support for the proper management of the IT infrastructure.||S$49,321|
In Singapore, the Service Transition roles and boards with ITIL V3 certification is based on the responsibilities and salaries given below:
|Sl. No.||Roles||Responsibilities||Salaries (Per Annum)|
|1.||Application Developer||The Application Manager develops and maintains custom applications. Also, according to the functions necessary for IT services, the products are tailor-made for the software vendors.||S$51,448|
|2.||Change Advisory Boards (CAB)||The Change Advisory Board (CAB) provides advice to the Change Manager regarding prioritizing, assessing, and scheduling of changes.|
|3.||Change Manager||The role of a Change Manager is to ensure minimum disruption of IT services by making beneficial changes to it.||S$81,812|
|4.||Configuration Manager||A Configuration Manager ensures the maintenance of the information regarding the configuration of the items required to deliver IT services.|
|5.||Emergency Change Advisory Board (ECAB)||The Emergency Change Advisory Board (ECAB), a subset of the Change Advisory Board, makes decisions regarding the high impact emergency changes.||NA|
|6.||Knowledge Manager||The Knowledge Manager gathers, analyzes, stores, and share information and knowledge to improve the efficiency of IT services and processes.||S$85,000|
|7.||Project Manager||The Project Manager is responsible for planning and coordinating the resources to ensure that the release is deployed within the given cost, time and it meets the quality estimates.||S$84,384|
|8.||Release Manager||The Release Manager protects the integrity of the live environment. They also ensure the release of the right components.||S$76,000|
|9.||Test Manager||The Test Manager verifies the IT operations and ensures that they can support the new service. Also, the Test Manager makes sure that the deployed releases meet the expectations of the customer.||S$92,965|
The responsibilities and salaries of Service Operations roles and boards with ITIL V3 certification in Singapore are as given below:
|Sl, No.||Roles||Responsibilities||Salary (per annum)|
|1.||1st Level Support||The 1st Level Support is responsible for offering solution to all the incidents and also their registration and classification. Quick restoration of a failed IT service is really important and is dealt with by the 1st level support.|
|2.||2nd Level Support||The 2nd Level Support offers solutions to the incidents which could not be resolved by the 1st level support. If the 2nd level support fails to provide a solution, the incident is passed on to the Problem Manager.|
|3.||3rd Level Support||The 3rd level supporters are the third-party suppliers that provide a solution to the incident on the request made by the 2nd level support.|
|4.||Access Manager||The Access Manager restricts unauthorized access to a user and allows access to an authorized user.|
|5.||Facilities Manager||The role of a Facilities Manager is to look after the IT infrastructure that includes the building's access management, environment monitoring, power, and cooling.||S$63,215|
|6.||Incident Manager||An Incident Manager is responsible for the effective implementation of the Incident Management process.||S$61,674|
|7.||IT Operations Manager||IT Operations Manager looks after the day-to-day operational activities. Their job is to ensure the consistent and timely completion of the activities.||S$67,374|
|8.||IT Operator||The responsibility of an IT operator includes the day-to-day operational activities including performing backups, installation of standard equipment in the data center, and completion of scheduled jobs.||S$34,945|
|9.||Major Incident Team||Major Incident Team includes experts from the technical and IT management field. Incident Manager leads the team and responsible for resolving a major incident.|
|10.||Problem Manager||A Problem Manager's job is the investigation of the problems occurring during the life cycle of a process. This helps in the prevention of incidents and also lowering the impact of an incident.||S$211K - S$230K|
|11.||Service Request Fulfillment Group||Service Request Fulfillment Group is responsible for the fulfillment of the service requests for a specific type of services.|
Roles with ITIL V3 Continual Service Improvements in Singapore include the following responsibilities and salaries:
|Sl. No.||Roles||Responsibilities||Salary (per annum)|
|1.||CSI Manager||The Continual Service Improvement Manager is responsible for the improvement of the IT services and the management processes associated with it.|
|2.||Process Architect||A Process Architect is responsible for coordinating and maintaining all the changes made to the processes. They also ensure that all the processes collaborate in a seamless manner.|
|3.||Process Owner||A Process Owner designs sponsorship and works on the continuous enhancement of an IT process and its metrics.|
If you want to prepare for the ITIL V4 certification exam, we recommend you to follow the Plan-Do-Check-Act method or the PDCA cycle. It includes the following:
Plan – The first step is the development of a study plan that includes the reading of the ITIL lifecycle. You can take full-length practice tests along with the ITIL Foundation exam questions.
Do – The second step is the implementation of the plan into action.
Check – After you have implemented your plan, the next step is to review your score in order to assess the area for improvement.
Act – This step involves revising, testing, reviewing and so on to look for the area of improvement until the target score is achieved.
Prometric is the market-leading, technology-enabled testing and assessment provider that offers test development and delivery. This includes developing and launching global testing programs and also provides data accuracy and results. Prometric has a network of about 10,000 test centers in 160 countries across the globe. This offers test flexibilities.
Every year, the Prometric conducts 10 million tests for about 400 clients across the globe from different fields. These fields include finance, professional, healthcare, academics, government, corporate, academics, and Information Technology.
First, log into the website www.prometric.com. Next, follow the given steps to register for the ITIL V4 Foundation exam in Singapore:
Step 1: Find the ‘Schedule My Test’ option on the homepage.
Step 2: Next, you need to select the sponsor for the ITIL V4 Foundation exam. PeopleCert is the ITIL V4 Foundation Exam test sponsor.Step 3: You will find a list of all the exams conducted by PeopleCert.
Step 4: On the next page, select ‘Schedule My Test’ option.
Step 5: Select Singapore from the list of countries and click on ‘Next’.
Step 6: You will be redirected to a page that includes the information regarding the registration and the testing center. Read this carefully and click on ‘Next’.
Step 8: Next, you will be asked if you are pre-approved for the testing accommodation.
Step 9: You will be asked to enter your eligibility ID and your last name’s first four letters.
Step 10: Once the information is verified, you will be asked to select your desired date and time.
Step 11: After the appointment verification process is completed, you will be required to check all the information provided by you and select a test center.
A part of Pearson, Pearson VUE is one of the largest learning organizations in the world. With about 35,000 employees and 450 credential owners, Pearson VUE aims to provide a secure testing environment.
Pearson VUE assists the credential owners to develop, manage, deliver and grow the testing program. A leader in the computer-based testing, Pearson VUE handles the online practice tests with high stakes and proctored exams. They provide a secure and foolproof testing program.
To schedule an appointment for ITIL V4 Foundation exam through Pearson, follow the below-mentioned steps:
Step 1: Log in to the website www.pearsonvue.com
Step 2: After login, select ‘For Test Takers’. Choose the option ‘Schedule an exam’.
Step 3: Enter the name of your sponsor for the ITIL Foundation exam i.e., PeopleCert.
Step 4: Next, after clicking on PeopleCert, you would have to either create an account or sign in if you already have one. The account will help you in scheduling, rescheduling or canceling your exam.
Step 5: After signing in, follow the steps to schedule your ITIL Foundation exam through Pearson VUE.
Visit the website www.pearsonvue.com and select the ‘For Test Takers’ option. You will be redirected to a page containing the instructions to locate your test center.
Step 1: From the dropdown list, select the option ‘Schedule an exam’.
Step 2: Enter ‘PeopleCert’ as the name of your test sponsor.
Step 3: Next, you will be redirected to the PeopleCert page where you will find the option ‘Find a test center’ on the right-side panel of the page.
Step 4: Use the search bar to identify your location for the test center. Enter Singapore and click on ‘Search’.
Following are the Pearson VUE test centers in Singapore:
The cost of the ITIL certification includes the cost of the exam fee as well. Depending on the level of the certification, the cost of the exam can vary. Here is a chart that will help you understand the different certification levels and their cost:
ITIL® Exam Cost (V3 & V4)
Price for Singapore
ITIL® V4 Foundation
Service Lifecycle Modules
Continual Service Improvement
Service Capability Modules
Planning, Protection, and Optimization
Operational Support and Analysis
Service Offerings and Agreements
Release, Control, and Validation
ITIL® Managing Across the Lifecycle
The cost for an ITIL V4 Certification training led by an instructor is about S$799. You will get 90 days of access to the certification training in Singapore.
Along with the ITIL V4 certification, there are some additional cost components including ITIL practice tests and ITIL study guide. You can either buy the paperback edition or go for the soft copy. The soft copy costs less than the paperback edition which is about S$ 61.35.
You can get the full-length practice tests for the ITIL V4 certification exam for free. You can also look around online for practice tests which you can access from some professional ITIL certification exam.
While searching for the best ITIL V4 certification training institute in Singapore, here are a few things you must look for:
ITIL V4 certification training can be taken by the following professionals:
There are some prerequisites that will help you select the best ITIL V4 certification trainer in Singapore:
For the classroom training for ITIL V4 certification in Singapore, the cost is around S$499.
The ITIL V4 certification training in Singapore will provide you with complete knowledge of the Service Management Process. Quality, Consistency, and Predictability are the key features on which the ITIL framework is built upon. Here are some of the benefits of the ITIL V4 certification:
Relevant Knowledge: With complete knowledge of the ITIL framework and the services and processes involved in it, the ITIL V4 certification will provide you with the skills and expertise to manage your work efficiently. Not only will the quality of your work improve, but productivity will also increase.
Earn More: New opportunities will come across your way after you obtain ITIL V4 certification. In the domain of ITSM, a candidate with an ITIL V4 certification has a better chance of getting a high paying job than one without the certification. In Singapore, an ITIL certified professional can earn a hike of up to 15%.
Skills and Expertise: With the help of an ITIL certification, you will be able to gain the knowledge and skills required to ensure the proper management of your organization. Not only will you be recognized and appreciated by your colleagues and senior management but you will also prove to be effective in carrying out all the processes and services in a smooth manner.
Knowledge of common terminology: An ITIL certification will give you knowledge about all the common IT terminologies used in various businesses across the globe. You will also gain a detailed insight on the ITIL framework.
A complete understanding: Once you have completed the ITIL V4 certification training, you will have a thorough knowledge of all the infrastructure and IT services involved in various industries across the globe. You will be able to make informed decisions and your valuable contributions will help you become an integral part of the organization.
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ITIL training in Singapore Get the ITIL training in Singapore from KnowledgeHut, an ATO of APMG and PEOPLECERT, and take advantage of its immersive classroom and online training sessions. Having trained and helped thousands of professionals land the job of their dreams, KnowledgeHut?s ITIL foundation training in Singapore is aimed at helping you pass the ITIL exam at the first attempt and gain the ITIL certification in Singapore. This much coveted and recognized ITIL certification in Singapore will help you enhance the quality of IT service management in your organization. Get maximum benefits from the course including comprehensive downloadable courseware, mock exam for thorough exam practice and training from ITIL experts. ITIL foundation certification in Singapore?Help bring positive transformations The Information Technology Infrastructure Library (ITIL?) is a set of best practices for IT service management which serve to align IT services with business needs. With IT increasingly being used to drive all forms of business there has to be a benchmark that delivers value and quality. The ITIL framework offers that benchmark. Most organisations have already, or are in the process of, implementing ITIL and reap the benefits of systematic IT management services such as improved resource utilization, reduction in cost and re-work, improved availability of mission critical IT services, better customer relations and loyalty and higher profits.So professionals who have the ITIL credential and are trained in implementing this framework are in high demand. The ITIL Foundation is the first credential in this series, followed by the Intermediate Level, ITIL Managing Across the Lifecycle, ITIL Expert Level and ITIL Master Qualification. Our ITIL course in Singapore will help you gain the Foundation level Information Technology Infrastructure Library certification in Singapore. With in-depth coaching and course agenda split into easily understandable modules, this is a perfect course for professionals who have a keen interest in IT Services Management. You will also receive several other benefits such as 16 PDUs (or 25 PDUs on completion of classroom training + 9 hours of ITIL? e-learning), downloadable e-book, 180 days free e-learning on ITIL Foundation, 4 Mock exams to practice for the certification exam and courseware approved by APMG and PEOPLECERT. Also remember that the ITIL certification cost in Singapore is covered in your course fee. Working in Singapore Singapore houses some of the world's most renowned companies including CISCO, OCBC, GE, Dell, Microsoft and top companies in the shipping, finance, oil-refining, and engineering sectors. Professionals who wish to thrive in their career would find that they can do well here, with certifications such as ITIL Foundation.