NICF- ITIL® Foundation Certificate in IT Service Management


This course is taught by experienced managers and consultants who are certified ITIL® Experts. It will provide essential understanding and skills on the fundamentals of managing IT as a total service over its entire service lifecycle. The course will cover ITIL®, internationally acknowledged as the best practice for such IT service management.

ITIL® is among the fastest growing IT management certifications worldwide. Just from 2009 to 2013 alone, the total ITIL® Foundation certifications were estimated to have more than doubled from 700,000 in 2009 to greater than 1,600,000 in 2013 (source: ITIL foundation certificate since 1994).

It is applicable and beneficial for any IT professional with at least one year of working experience. IT professionals who are more experienced and with other IT-related skills such as project management, will also benefit from the knowledge and higher competency that ITIL® will add to their existing skillset. 

Past participants of this course have included private individuals and those from MNCs, GLCs, government agencies and SMEs. The industry backgrounds of these individuals vary and these include finance, IT, manufacturing and service.

This course teaches IT service management practices, principles and concepts. Class exercises, workshops and quizzes are utilised extensively to reinforce the participants' understanding and practice of the concepts as well as in assessing their competency. The course also includes the ITIL® Foundation Exam leading to the ITIL® Foundation Certificate for successful participants.

Upon successful completion of this course, you will earn 13.5 PDUs (PM: 11, Business: 2.5) that can be used to maintain your PMP® credential. Note that for the purpose of PDU reporting by those with PMP® credentials, the PMI REP Provider Number of ISS is “2339”.

Upcoming Classes

Class 1 21 Feb 2019 to 25 Feb 2019 (Full Time)

Duration: 3 days

21, 22, 25
9:00am - 5:00pm

Class 2 25 Apr 2019 to 29 Apr 2019 (Full Time)

Duration: 3 days

09:00am to 05:00pm

Class 3 23 May 2019 to 27 May 2019 (Full Time)

Duration: 3 days

09:00am to 05:00pm

Class 4 11 Jul 2019 to 15 Jul 2019 (Full Time)

Duration: 3 days

09:00am to 05:00pm

Class 5 12 Sep 2019 to 16 Sep 2019 (Full Time)

Duration: 3 days

09:00am to 05:00pm

Class 6 14 Nov 2019 to 18 Nov 2019 (Full Time)

Duration: 3 days

09:00am to 05:00pm

Class 7 13 Feb 2020 to 17 Feb 2020 (Full Time)

Duration: 3 days

09:00am to 05:00pm

Key Takeaways

Upon completion of this course, participants would be able to:

  • Understand service management as a practice
  • Understand the service lifecycle
  • Understand the roles, functions and models in service management
  • Apply key principles, concepts and processes to an IT service

Who Should Attend

IT professionals with at least one year of working experience in the development, execution or management of IT services; ranging from IT applications, IT infrastructure and IT support.

What Will Be Covered

  • Introduction to ITIL® foundation
  • Service management as a practice
  • ITIL® service lifecycle
  • Service strategy
  • Service design
  • Service transition
  • Service operation
  • Continual service improvement
  • Basic application of concepts to an IT service situation


Lectures, discussions, class exercises, workshops, quiz and certification exam 



Course fees and exam fees are payable as follows:

(a) Course Fees

International Participants


Full course fee



7% GST on full course fee



Total nett course fee payable, including GST



Singaporeans aged 25 and above can use their SkillsFuture Credit to pay for course fees, apart from government subsidies. For more information, click here.

(b) Exam Fees

International Participants/S'poreans/PRs1

Exam fee 


7% GST on fee


Total fee payable S$363.80

1up to 70% CITREP+ funding for Professionals (Singaporeans and Singapore PRs) and 100% CITREP+ funding for Students / NSF (Singaporeans) is available for the net payable exam fee

CITREP+ Endorsement

In Partnership With:                          Driven by:   

TeSA_1_with an initiative of skillsfuturelogo-imda


CITREP+ supports:

  • up to 70% of the exam fees, capped at $500 (exam only) per trainee for Professionals
  • up to 100% of the exam fees, capped at $500 (exam only) per trainee for Students and/or Full-Time National Service (NSF). For more details, please refer to CITREP+ Claim Application Guide

Funding support is eligible for Singapore Citizens and Permanent Residents. Valid for courses and examinations commencing on or before 31 March 2019.

Terms and conditions apply. Please visit for full details.

MR CODE: CITREP+/FY18/MR/18-03/727

Exam & Certificate

Certificate of Completion

The ISS Certificate of Completion will be issued to participants who have attended at least 75% of the course.

WSQ Assessment

  • Broad Schedule of Assessment:  3rd day of course
  • Passing Criteria: Achieve above 50% for each question in the WSQ quiz (open book written test) and achieve the specified objectives of the case scenario workshops
  • Assessment Methods: Workshops, open book quiz. For certification exam, refer to ‘Exam Overview’ below

Upon passing the assessment, Statement of Attainment (SOAs) will be issued to certify that the participant has passed the following Competency Units:

  • IT-IS-501S-1 Develop policy for user support procedures
  • IT-IS-301S-1 Provide first-level support

Participants may need to attend additional coaching sessions and re-assessments if they do not pass the required competency units. ISS reserves the right not to disclose any information on the course assessment process.

Exam Overview

The course also includes the ITIL® Foundation Exam which leads to the ITIL® Foundation Certificate for successful participants.

The 60-minute, 40 questions, multiple-choice ITIL® certificate exam is scheduled on the last day of the course.  Passing mark is at least 26 correct answers out of the 40 questions.

Preparing for Your Course

NUS-ISS Course Registration Terms and Conditions

Find out more.

NUS-ISS and Learner’s Commitment and Responsibilities

Find out more.

WIFI Access

WIFI access will be made available. User ID and password will be provided in the participant’s kit.


Institute of Systems Science, NUS
25 Heng Mui Keng Terrace
Singapore 119615 

Click here for directions to NUS-ISS.

In the event of a change of venue, participants are advised to refer to the acceptance email sent one week prior to the commencement date.

Course Confirmation

All classes are subject to confirmation and ISS will send an acceptance email to participants one week prior to the commencement date. Confirmed registrants are to attend and complete all lectures, class exercises, workshops and assessments (where applicable). Additionally, all responses to feedbacks and surveys conducted by ISS and its partners must be submitted. All training and assessments will be delivered as described in the course webpage.

General Enquiry

Please feel free to write to or call 6516 2093 if you have any enquiry or feedback.


Mr. Harold Petersen

UXC Consulting View Profile >

Mr. Jamie Donoghue

VisionLed View Profile >

Course Resources

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