NICF- ITIL® Operational Support and Analysis Certificate

Overview

This is one of the ITIL® Intermediate Level courses leading to the ITIL® Expert Certificate. You may refer to the official ITIL® Credit Profiler on suitable course combinations that will lead to the Expert certification.

The 5-day course immerses participants in the practical aspects of the ITIL® Service Lifecycle and processes associated with the Operational Support and Analysis of services and service delivery. Successful implementation of ITIL® Operational Support and Analysis best practices enables IT departments to reduce downtime and costs while improving customer satisfaction.

Upon successful completion of this course, you will earn 17.5 PDUs (PM: 17.5) 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”.
  • NICF- ITIL® Operational Support and Analysis Certificate
  • NICF- ITIL® Operational Support and Analysis Certificate

Facts

Class Time: 9:00am - 5:00pm

PDU: 17.5

PDU and PD hours are available for this course

In Collaboration with...

ITIL

ITIL® is a registered trade mark of AXELOS Limited, used under permission of AXELOS Limited. All rights reserved.
The Swirl logo™ is a trade mark of AXELOS Limited used under permission of AXELOS Limited. All rights reserved.

 

PMI

The PMI Registered Education Provider logo is a registered mark of the Project Management Institute, Inc. 

This course is part of the IT Service Management Series offered by NUS-ISS.

Upcoming Classes

Class 104 Jul 2018 to 10 Jul 2018 (Full Time)

Duration: 5 days

When:
Jul:
04, 05, 06, 09, 10
Time:
9:00am - 5:00pm

Course Details

  • Key Takeaway
  • Who Should Attend
  • What Will Be Covered
  • Fees & Funding
  • Exam & Certificate
  • Preparing for Your Course
  • How to manage operational IT services
  • How to anticipate or have early warning of incidents
  • How to prevent repeat of incidents

The course is designed for:

  • IT professionals involved in IT service management implementation and improvement programmes
  • Operational staff, managers and team leaders involved in Event Management Process, Incident Management Process, Request Fulfillment Process, Problem Management Process, Access Management Process, Service Desk, Technical Management, IT Operations Management and Application Management.

Pre-requisite

ITIL® Foundation v3 Certificate (or v3 Foundation Bridge certificate)

  • Introduction and overview
  • Core service operation processes
    • Event management
    • Incident management
    • Request fulfillment
    • Problem management
    • Access management
    • Common service operation activities
  • Lifecycle functions
    • Service desk
    • Technical management
    • Operations management
    • Application management
  • Organising service operations
    • Roles & responsibilities
    • Service operation organisation
    • Technology & implementation considerations

Format

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

 

Self-sponsored

Course fees and exam fees are payable as follows:

(a) Course Fees

International Participants

S'poreans and PRs 
(aged 21 and above)

SkillsFuture Mid-Career Enhanced Subsidy1 
(S’poreans aged 40 and above)

Workfare Training Support 
(S’poreans aged 35 and above, and earn ≤ $2,000 per month)

Full course fee

S$3080

S$3080

S$3080

S$3080

7% GST on full course fee

S$215.60

S$215.60

S$215.60

S$215.60

Less: Grant Amount

-

(S$465)

(S$1550)

(S$2926)

Total nett course fee payable, including GST

S$3295.60

S$2830.60

S$1745.60

S$369.60


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/PRs2

Exam fee 

S$401.20

7% GST on fee

S$28.08

Total fee payable S$429.28


Company-sponsored

Course fees and exam fees are payable as follows:

(a) Course Fees

International Participants

S'poreans and PRs 
(aged 21 and above)

SkillsFuture Mid-Career Enhanced Subsidy1 
(S’poreans aged 40 and above)

Workfare Training Support
(S’poreans aged 35 and above, and earn ≤ $2,000 per month)

Enhanced Training Support for SMEs^

Full course fee

S$3080

S$3080

S$3080

S$3080

S$3080

7% GST on full course fee

S$215.60

S$215.60

S$215.60

S$215.60

S$215.60

Less: Grant Amount

-

(S$465)

(S$1550)

(S$2926)

(S$1550)

Total nett course fee payable, including GST
(*companies need to submit training grant via Skillsconnect)

S$3295.60

S$2830.60

S$1745.60

S$369.60

S$1745.60


(b) Exam Fees

International Participants/S'poreans/PRs2

Exam fee 

S$401.20

7% GST on fee

S$28.08

Total fee payable S$429.28

*Companies will be required to submit the training grant for ISS endorsement in the Skillsconnect system 30 days before course start date OR no later than 30 days after course start date.

Application is via Skillsconnect. You may wish to refer to Skillsconnect guide 4.1 for more information.

^For more information on Enhanced Training Support for SMEs, click here.

2up 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

This course is aligned to the National Infocomm Competency Framework (NICF) and accredited by SSG. Absentee payroll subsidy is available for eligible companies and companies on a short work week system will receive the absentee payroll subsidy based on their employees' current income. Please visit www.ssg.gov.sg for full details


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 30 September 2018.

Terms and conditions apply. Please visit www.imda.gov.sg/citrep for full details.

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

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: During the course after the 2nd day
  • Passing Criteria: Achieve the objectives of the case study scenario workshops and achieve more than 50% for each quiz question.
  • Assessment Method: Workshops and quiz (i.e. open book written test). 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-304S-1 Determine and action client computing problems
  • IT-NMM-311S-1 Determine and act on network problem
  • IT-IS-302S-1 Provide support and assistance to users relating to a particular product or service

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

Examination will be conducted on the last day of the course. It comprises 8 multiple choice, scenario-based, gradient scored questions to be completed within 90 minutes. The passing mark is 70%.

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.

Venue

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 isstraining@nus.edu.sg or call 6516 2093 if you have any enquiry or feedback.

Course Resources

Develop your Career in the Following
Training Roadmap(s)

Please click on the discipline(s) to view the training roadmap of related courses to assess your training needs and goals.

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