ITIL 4 Foundation (IT Service Management) Exam Prep

Topic 1: Understand Key Concepts of Service Management

• Service Management
• Service and relationship with Value, Outcome, Cost and Risks
• Service Consumers, Service Providers, Users, Customer
• Understanding Nature and Components of Value
• Value Co-Creation
• Understanding Service Relationships

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: ITIL Service Value System

• Four Dimensions of Service Management
• Components of the Service Value System including Value Chain, Governance and Practices
• Value Chain Activities within the Value System

Topic 4: ITIL Practices

• 3 Categories of ITIL Practices
• Purpose and detailed look at selected Practices (including):
• Incident Management
• Problem Management
• Change Control
• Service Level Management
• Continual Improvement
• Service Request Management
• Service Desk
• Information Security Management
• Relationship Management
• Service Configuration Management
• Supplier Management

HRDF Funding

Please refer to this video https://youtu.be/Kzpd-V1F9Xs

1-     HRD Corp Grant Helper

How to submit grant applications for HRD Corp Claimable Courses

2-     Employers are required to apply for the grant at least one week before training commences.

Employers must submit their applications with supporting documents, including invoices/quotations, trainer profiles, training schedule and course content.

3-     First, Login to Employer’s e-TRIS account -https://etris.hrdcorp.gov.my

Second, Click Application

4-     Click Grant on the left side under Applications

5-     Click Apply Grant on the left side under Applications

6-     Click Apply

7-     Choose a Scheme Code and select HRD Corp Claimable Courses: Skim Bantuan Latihan Khas. Then, click Apply

8-     Scheme Code represents all types of training that suit the requirements provided by HRD Corp. Below are the list of schemes offered by HRD Corp:

9-     Select your Immediate Officer and click Next

10-  Select a Training Provider, then click Next

11-  Please select a training programme from the list, then key in all the required details and click Next

Select your desired training programme.

Give an explanation on why the participant is required to attend the training. E.g., related to their tasks/ career development, etc.

Explain the background and objective of this training.

Select a relevant focus area. For Employer-Specific Courses, select ‘Not Applicable’.

12-  If the training programme is a micro-credential programme, you are required to complete these 3 fields. Save and click Next

Insert MiCAS Application number

13-  Based on the nine (9) pillars listed below, HRD Corp Focus Area Courses are closely tied to support government initiatives towards nation building. As such, courses offered through the HRD Corp Focus Areas are designed to provide the workforce with skills required for current and future demands. Details of the focus areas are as follows:

14-  Please select a Course Title and Type of Training

15-  Select the correct type of training according to the actual type of training, or as mentioned in the training brochure:

16-  Please key in the Training Location and click Next

17-  Please select the Level of Certification and click Next

18-  Please follow the instructions and key in trainee details

19-  Click Add Batch, then click Save

20-  Click Add Trainee Details

21-  Please key in all the required details, then click Add

22-  Click Add if there are more participants. Once done, click Save

23-  Click Next

24-  Please key in the course fees and allowance details, then click Save

25-  Estimated cost includes the course fees/external trainer fees, allowances, and consumable training materials. Please comply with the HRD Corp Allowable Cost Matrix.

26-  Select Upfront Payment to Training Provider and key in the percentage from 0% to 30%. Then, click Save and Next

27-  Complete the declaration form and select a desired officer

28-  Add all the required documents, then click Add Attachment. Then, click Save and Submit Application

29-  Once the New Grant Application is successfully submitted, the Grant Officer will evaluate the application accordingly. The application may be queried if additional information is required.

The application status will be updated via the employer’s dashboard, email, and the e-TRiS inbox.

• IT Service Manager
• ITIL Consultant
• IT Project Manager
• IT Operations Manager
• Service Desk Analyst
• Change Manager
• Incident Manager
• Problem Manager
• IT Quality Analyst
• IT Compliance Officer
• IT Governance Specialist
• Configuration Manager
• IT Risk Manager

Jamalla Zawia is a Web/Mobile Application Developer and Instructor. She has a great passionate toward both, Teaching and Software Development. She has seven years of teaching experience as a college instructor, in addition to at least other seven years of experience in Software Development as a Freelancer. Jamalla graduated in 2009 with a Master Degree in Information Technology and prior to that she had graduated in 2004 with a Bachelor Degree in Computer Science. She got both degrees with excellence. She executed and participated in many Software Development projects in both education and business domains.

Jamalla works on lot of desktop, web, and mobile technologies such as HTML, CSS, Bootstrap, JavaScript, PHP, Laravel, Java, C#, Angular 2.0, Android, SharePoint, WordPress, WooCommerce, Joomla, MySQL and many more. Currently she works as a senior Data Analyst and Management for national Petroleum Company in Yemen where she is a key part of internal teams.

Kanaiya Kamboj is currently working at Invenco Asia Sdn bhd as a Sr. Full Stack Developer. His expertise is AngularJs 1.x,Angular 2,Angular 4,Ionic 3,React.js with Cordova mobile apps,Redux, Vue.Js, JavaScript, Jquery, ASP.NET(C#), Entity Framework, Ntier, Linq, WCF,Windows Services, MVC, Web Api,Node.Js and SQL Server,MySQL server, MongoDB

Jecelyn Yeen is a Director at Women Who Code Kuala Lumpur. When she’s not directing, she’s jumping into mysterious seawaters in search of narwhals and mermaids.

Jecelyn speaks in several languages, including Mandarin, English, C#, HTML5, Javascript and AngularJS. Web development ninja by nature, Ezypay’s Initiative Manager by profession – she has been a practitioner of clean coding for nearly 9 years and have worked with tech companies including Exact and Avanade.